LAPOR!

LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT

LOGIN UNTUK PENGAOUAN

HOW

DO

WE

GET

HEARD?

Access (Cost, Location)

Public Reluctance

Verbal Society

Conventional Bureaucracy

Paper-based Management

No Transparency & Accountability

Public Confusion on Authority

OPPORTUNITY

BASIS OF THE

PLATFORM

0 0 0 EQUIVALENT WITH

POPULATION SIGNIFICANTLY

INCREASE NO 51N THE

WORLD NO 41N THE

WORLD

Cellular Phone 236.800.000 2013 71.190.000 1.USA I 07.700.000 1.Thailand 168.642.820

Smart Phone 18.100.000 2012 63.000.000 2. Brazil 33.300.000 2. Brazil 61.813.580

2011 55.000.000 3. Japan 29.900.000 3. Turkey 60.600.520

2010 2.000.000 4. UK 23.800.000 .Indonesia 9.884.160

2009 32.000.000 5. Indonesia 19.500.000 5. Mexico 39.583.000

·· -··1'. 1\ 1· o\ \If :·. 1\l. f'l'l /··I

t:EILAPDR I

http:/ / lapor.ukp.go.id SMS 1708 BlackBerry & Android

+

•

LAPOR! PRINCIPLES

EASE OF ACCESS

MASYARAKAT

.

. MASYARAKAT

Easy to Access

3 main channels

[lapor.go.id, SMS 1708. Mobile Appsl

Wh islleblovver fea lures

Easy to Manage

IT-based

Digilally docurnenled

NoLifica Lion fea lures

INTEGRATED

Connected within a System

81 K/1 . 5 Pemda. 44 RUMN

No Wrong Door Principle

Digital Dispotition and Follow-up

Accelerating coordination

Cnn be cc:-ed

Existing Channels Integration

Service

Software as a service ISMS)

Easily adopled

TRANSPARENT

Accountable Process

Interactive business process

Trackable wilh -1/10

/\llowing public discussion

Response Indicators

Red, Green, Blue

Published Statistic

Participato ry perto rma nee monitoring

[social audit)

Social-media-based National Complaint Handling System

ACTION!

Ministries

.ffil .-.. 1111 llll

..iiiiilill. .l1Ll 0

IIII

information

! feedback

-

--Aceh

- Gov.

--

Aceh Planning Ag.

/ ,'

- If

District Gov.

Construction\

Jan 2012 t

Sept201 ... .....

•

Dec 2011

One year,new bridge in place

LAPOR! for Public

Participation

ditindaklanjut

To Improve Service Quality and Accountability

081315766XXXX – February 18

Gunung Sahari Rd. (Central

Jakarta) is now damaged, please

be repaired immediately.

The DKI Jakarta Govt dispatches to

Department of Public Works

Dept. Public Works – February 19

Thank you for your information,

we’ll follow it up soon.

Dept. Public Works – February 27

Done repairing that damaged

road (with a photo of the

maintenance process attached).

081315766XXXX – February 27

Confirmed, as I saw. Thank you for

your fast response.

To Monitor Public Service Delivery

Land Certification at BPN Lamongan (National Land Agency)

LAPOR! Disposition to

National Land Agency

National Land

Agency

March 19 – 15:02

- We’ll check it and

inform you later.

Ananta – March 19, 2013 – 14:49

It has been almost a year my

registration status has not been

completed.

National Land Agency

March 19 – 16:56

Your registration is completed.

Ananta March 20, 2013 – 10:14

The officer called me and

informed that the registration is

completed. A few hours later, the

officer came to my house and

clarified the problem and brought

my documents.

http://lapor.ukp.go.id/id/238027

To Promote Transparency and Accountability

Performance statictics are

publicly accessible.

Citizen report will be documented digitally and can be tracked.

.,

To Initiate Clean Government

Pungutan Liar di Kelurahan Tomang

'23.-4.20.13...

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Catarr. R dl:'k L

• Juliani .Juliani

Tt'litiii:OI k.t'l ih tothu lo:'O:.JJin -.hui olt'dt!k'S li:'IJJOt.

Si:.m.., ini :.:av:.s nto.• •1J••t. al ·o.•'.IJUil \.1 lunq.:unQ c.!;.ui JJ:.t «> Ed v luku r.; c.• tHinQI,IUI't: i;,wab. :Jan u:.w t: ".:-'Lio.•:;uo 20.00) lc.•k1h

:Sul;.ttt •

•ltth.,r'lt

A few moments later......

The reporter cont<: cted by P<: k

Camat.

Rp 20.000,- returned to the reporter,

reprimand sanction for the officer.

TO SUPPORT

ANTICORRUPTION

MOVEMENT

To Support Emergency Command Center

Flood Impact Mapping

Notes on issues raised in every flood area (location and needs).

Handling Status

Melapor dugaan

penyelewengan

+ data dukung

di lingkungan

kerjanya

Agriculture

To Support Whistleblowing System Implementation

Fraud, Abuse of Power at a Research Agency - Ministry of

April 29, 2013 May 3, 2013 July 17, 2013

Reporting abuse of power by the boss in the office, with supporting data

Inspector

General

Investigation

Punishment

for disorderly

conduct

Officer/Reporter Monitoring Systems

This LAPOR! System

proved its effectiveness

to put pressure and

uncovered the fraud, and

also protect us as

whistleblowers.

Officer/Reporter

will collaborate with KPK & LPSK

'

To Evaluate Policy Implementation

Disbursement Issues on Certified Teacher Payment

DISPOTITION

Ministry of

Education and Culture

Happy Anniversary for PGRI

(Indonesian Teacher Union)!

The mess of our payments is

our "gift".

Please the Ministry of Education

s attention t,o this and

soon!

Coordination M"'""1 """

among LAPOR!

and stakeholder

ministries.

Tunjangan Profesi Langsung ke Guru

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1¢"l: oi<S:nn· lM f'!'c 1n:g.n.o

(31/121 Kompas cetak hal.12

Invite Public Participation in Policy-Making Process

New Curriculum (Curriculum 2013) for Primary Education

Public Opinion Survey based on

User Profiling

Result

Executive Dashboard

*Punishment from Minister of Law

*Appreciation from Bandung City Mayor

Recap of all units at Ministry of Law

Special account for Minister/Head

UTILIZATION FOR

‘BLUSUKAN’

‘Blusukan’ (Javanese term) is the impromptu visit carried out by Indonesia’s President Joko Widodo, a typical approach of directly overseeing the condition and meet the people.

.----------IIlli

Problem Mapping - Proposal for Blusukan

RIAU 1. Smog of forest and pealland fires.

2. Cantlie! between Pulau Padang people and

private company due to permission problems. LAMPUNG

Port Bakauheni

Long C<ll' queue before enler·ing lhe vessel.

PT Pelindo II (SOE)

!!"'1.-----.....-t Outsourcing recruitment problem ot PT Pelindo. Agricultural Issues in Lampung lengah

1. Difficulties to get subsidized seed due to

distribution delay.

2. OP.mBnrl for c:onsLruclion c1nrl repcirBLion of

irrigaLion c hanne ls.

BENGKULU Aspiration to visit the

traditional markel and

fishermen village.

!:jAN II::N

1. The rise of fish bomb usage in the

SP.d of f>andeglnfl(.J.

2. Ac ule mad darn aues in rnnny areas

in Banten.

Issues addressed by Mr. President

on 'blusukan', November25-27.

NATIONAL PRIORITY

PROGRAMS

MONITORING AND

OVERSIGHT

Bureaucratic Reform – Land Certification Service

45

40

35

30

25

20

15

10

5

0

Pusat Jawa Barat DKI Jakarta Banten Jawa Timur

Health Service – Social Security System

Quick search with LAPOR!’s feature Deepening the issues

Issues 1. Problems in the online

registration. • NIK number cannot be read

by the system. • Disappearance of Virtual

Account. • Activation email not sent. • e-ID cannot be

downloaded. 2. Problems when apply directly

at the office. • Long queue. • Illegal movements of ‘calo’.

l

,.._ ·-·

J

..

,

Maritime

lndonesia n f ishermen arrested by foreign aut horities.

1. Indonesia Aust ralia Border ( lf1099113l

2. lndone ia ..:._M;; Lay.sia...Boflie.Lli/J1308.9.9l •., \,

\'\ '

'I

/

/ " • l I .,. .--/

Improvement of Fishery Port

Inf rastructure ii

..._...

1. Fishery Port Maintenance Jakarta

Ke"l en.ar l'.e utan oan

t-tent:aran

,f

· · ,-l,--..

(#1152617)

2. AdditionalFaciliti !'. for Ship L aning

-JakartaI1113012281

Fishermen Welfare Issues ,h-'1_ 1. Subsidize d oil for fisherm en - Jawa

Tengah, Ranten. dan Ka limanta n Rarat

[#1184624. #118322 1. #242270)

2 Mi!'.us of f ish rmcn f und!'.- K01limantan

Haral [11229390)

JuY.POuR··A•N-. 38

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Infrastructure

MAIN ROAD RIVER AND RESERVOIR PUBLIC HOUSING

.....,"""" :..U:OOIN.

:.m

__ -- -J. --.. =-.-··----..-­

., ,.......- ..

••tt.ta•

Periodic Report

LAPOR!

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t.- ....,,s.,.n Musim Tanam Tiba, Pupuk

Bersubsidi Langka

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Keluhan BPJS Kesehatan Online dan Offline

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LAPORAN STRATEGIS 1./II'IA.iU KL _ IAI '.\1 J I..IU I I :JU1':>

...........

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CASE STUDY:

MIGRANT WORKERS

ISSUE

Action Plan: Improvement on Migrant Workers Governance

PRE-DEPARTURE PERIOD OF PLACEMENT POST-PLACEMENT

TKI

1. Beban biaya persiapan pemberangkatan

2. Ekploitasi TKI di

tempat penampungan

3. Pembekalan TKI tidak

berjalan

1. Gaji tidak dibayarkan

2. Intimidasi majikan

3. Beban kesehatan tidak

ditanggung

1. Pemerasan dan pungutan liar

2. Klaim asuransi tidak

dibayar

3. Penukaran paksa valas

Permission Supervision

Reco

Dualisme Tata

Kelola TKI

Integrasi Data &

Sistem Informasi

TKI

Layanan

Bantuan Hukum

Gratis

Pengaduan TKI

– LAPOR!

Pembayaran

Non Tunai

mme ndati on

1. Penguatan dokumen

Perjanjian Kerja TKI

2. Evaluasi Produk dan

Kinerja Lembaga

Asuransi TKI &

Pembekalan TKI

3. Pemberantasan Calo TKI

1. Pembentukan PPTKIS &

Komunitas TKI di LN

2. Penguatan Layanan Transfer TKI

3. Penyelesaian Klaim Asuransi

1. Publikasi Layanan TKI Secara Online

2. Integrasi Sistem Pengaman Bandara

3. BPK TKI Selapajang

ditutup dan Penyediaan

Layanan TKI

B

e

r

m

a

s

a

l

a

h

INTEGRATED SERVICE FOR MIGRANT WORKERS

1• Endorse accountability with LAPOR!

4Non-cash paymet

instrument on

service delivery

Free legal aid 2

service for TKI

3Public service for TKI at airport

Common use TKI Helpdesk

Single window concept for

security, no pungli no calo

Before After

CASE STUDY:

VIOLENCE AGAINST WOMEN

LAPOR! & CSO

CSO

as a hub

• YLBHI

• kawalmenteri.org

• …

CSO

as an observer

(focal point)

• COMBINE (PNPM Mandiri)

• PWYP Indonesia (ESDM&LH)

• GENAB (Pendidikan)

• Save Street Children

https://lapor.ukp.go.id/id/1212253

- To monitor the program - To verify the agency’s follow-up - To coordinate with stakeholders - To promote LAPOR! to society

<"'> PWYPindonesia @P\fliV 0 IN ,..,. r-c a... 7

Dayak leaders in Tayan llir, Sanggau, Borneo, practise use

LAPOR 1708 to report problem 1n their area :Vtech4asJa

t.+ 5 1

CIT

IZE

N

Bussiness Process

1

SMS 1708:

BDG <spasi> contect

http://lapor.ukp.go.id

Mobile Apps

3

2 Agency

Agency

Ministry

Ministry

1.

Administrator

: Manage citizen report and monitor the follow-up 2. Liasion Officer : Agency’s representative to follow-up citizen report 3. Observer : CSO

86+

288,836 users

21%

16%

63%

872

18,267 7,550

CONNECTED TO GOVERNMENT INSTITUTIONS

March 17, 2015

Promotion

'MEETS FOLOWIN3

20.9K 79

FOLLOWERS

41.7K Following

M-Government Implementation Evaluation in Encouraging Citizen Participation in Indonesia: A Case Study of LAPOR!, Dinur R. Sadat, University of Manchester, 2014

Potentially linked to more than 250 million

cellphone and 20 million smartphone owned by 250 million Indonesians.

Internet coverage is significantly increasing.

The world’s capital city of social media.

LOGIN PENGGUNA:

[t ' f ][

0lngat 8aya Lupa Password lio@ii

Video LAPOR! Aspirasi & Pengaduan

Permohonan NormalisasiKalidi Jatinegara Kaum

WHAT

TO DO

NEXT

?

Encouraging Utilization by Locat Govts (within the SP4N Framework)

Ministries/Agencies Local Govt SOEs

Defined as National Complaint Handling System (SP4N) by Ministry of Administrative and Bureaucratic Reform as mandated by Public Service Law and its derivative regulations.

Legal Basis Roadmap Implementation

UU 25/2009 Perpres 76/2013

SP4N Indonesia’s Integrated

Complaint Handling System

Utilization of all govt institutions (technical assistance and capacity building)

Monitoring The Village Law Implementation & Poverty Reduction Programs

* Participatory Performance Monitoring

MANAGEMENT CAPACITY BUILDING

•

•

CONTACT US

•

•

•

•

•

•