Policy Implementation of a Digital Public Complaint Service System: Evidence from SP4N-LAPOR in Malang City, Indonesia

Abstract

The implementation of a digital-based public complaint service is one of the government’s strategies to improve the quality of public services, transparency, and government accountability. One of the innovations developed by the government is the National Public Service Complaint Management System–Online Public Aspiration and Complaint Service (SP4N-LAPOR!). This study aims to analyze the implementation of the SP4N-LAPOR! policy in Malang City based on George C. Edwards III’s policy implementation model and to identify the factors that support and hinder its implementation. The study employs a qualitative approach using a case study design. Data were collected through in- depth interviews, observations, and document analysis of informants selected through purposive sampling, and were subsequently analyzed using the interactive model proposed by Miles, Huberman, and Saldaña. The results indicate that the implementation of SP4N-LAPOR! has generally proceeded smoothly. Communication among implementers has been effective through digital coordination and regular coordination forums, while resources are supported by competent personnel, adequate infrastructure, sufficient funding, and appropriate regulations. The disposition of implementers is reflected in their commitment, responsiveness, and public service orientation, while the bureaucratic structure is supported by clear standard operating procedures and cross-organizational coordination among local government agencies. However, the study still identified challenges, including uneven levels of digital literacy among the public, limited outreach efforts, and the need to strengthen coordination for complaints involving more than one agency. This study contributes to expanding the application of the Edwards III policy implementation model in the context of digital governance by demonstrating that the success of implementing digital complaint services is determined by the integration of communication, organizational capacity, the commitment of implementers, and collaborative inter-agency governance.