SP4N-LAPOR Action Plan Implementation Meeting 2021-2024

JAKARTA (November 15, 2022) - The Public Relations Bureau of the Ministry of Social Affairs held an SP4N-LAPOR Action Plan Implementation Meeting! 2021-2024 and Follow-up Monev for Management of SP4N-LAPOR! In 2021 at the Sentra Handayani 2nd Floor Meeting Room, Jl. P.P.A No. 1, Bambu Apus, East Jakarta, Tuesday morning (15/11). This meeting was held to fulfill 5 of the 24 SP4N-LAPOR! Action Plans. 2021-2024, namely 1) Revision of the Secretary General's Decree Number 2/HUK/2019 concerning the Coordination Team for the Management of Online People's Aspirations and Complaint Service Applications within the Ministry of Social Affairs September 13, 2019; 2) Compilation of complaint management business processes; 3) Compilation of SOP for Management of Community Complaints; 4) Submission of the analysis/minutes of the results of the coordination meeting for the handling of follow-up complaints to the leadership, and; 5) Hold a coordination meeting to discuss the follow-up of the complaint with the work unit complained of.

"Nationally, the management of complaints by the Ministry of Social Affairs is very good, but units other than the Public Relations Bureau still need to pay attention to the average follow-up," said Silvia Diaz, Deputy Staff for Public Services at the Ministry of Administrative Reform and Bureaucratic Reform (KemenPAN RB), who was a resource person in the this activity

As of October 31st, SP4N-LAPOR! The Ministry of Social Affairs has received 4,447 reports dominated by topics on Social Welfare Integrated Data (DTKS), Family Hope Program (PKH), and Non-Cash Food Assistance (BPNT). The Ministry of Social Affairs is expected to follow up so that it can continue to maintain and improve the performance of SP4N-LAPOR! complaint management.

"We (KemenPAN RB) suggest that the Ministry of Social Affairs consider to include urgent topics that must be completed as soon as possible in the Complaint Management SOP. The use of prefixes and subdomains is also recommended so that complaints go directly to the Ministry of Social admin so that complaint handling is faster. Management of SP4N-LAPOR! Ministry of Social Affairs must also involve APIP as the government's internal supervisor," said Silvia.

The meeting was also attended by 20 State Civil Servants consisting of employee representatives from the Legal Bureau, Organization and Human Resources Bureau, Secretary General of Social Empowerment, Secretariat of Inspectorate General, Secretariat General of Social Protection and Security, and Ministry of Social Data and Information Center.