Administrative and Bureaucratic Reform Minister Yuddy Chrisnandi says the Online Public Complaints and Aspiration Services (Lapor) system is evidence of the government's commitment to improving service delivery to the public. (Antara Photo/Novrian Arbi)

Govt's 'Lapor' System Revamped to Improve Channeling of Public Complaints


MARCH 14, 2016

Jakarta. Indonesia's Presidential Staff Office, the Ministry of Administrative and Bureaucracy Reform and the Ombudsman initiated a revamp of the Online Public Complaints and Aspiration Services, known as Lapor, on Monday (14/03).

Lapor – a social-media-based application – uses a simple and integrated system, which allows Indonesians to voice their complaints related to public services and developments, such as unfinished construction of public utilities, long procedures in bureaucratic systems and related matters.

"The agreement involves cooperation to improve public services by addressing complaints by members of the public," Presidential Chief of Staff Teten Masduki said at the Presidential Palace in Jakarta after signing a memorandum of understanding on the use of the Lapor application. He added that the public has until now been hesitant to report such problems.

Several portals are now available on the Lapor system. Users can visit the website at, or send a text message with their complaint to 1708. In addition to Android and Blackberry mobile apps, members of the public can also report complaints through the official Twitter account @LAPOR1708, or by visiting the Lapor application on Facebook.

Complaints will be forwarded to the president or to officials, as it is connected with 81 ministries and institutions, five regional administrations and 44 state-owned companies.

Administrative and Bureaucratic Reforms Minister Yuddy Chrisnandi said the application was evidence of the government's commitment to improving service delivery to the public. The system was first launched during former President Susilo Bambang Yudhoyono's administration, but its coverage has now been improved.

"We now continue [the application] with better coordination and integration, with greater coverage to accelerate the flow of information," Yuddy said.