SEAToday.com, Jakarta - Indonesia is advancing public service governance by launching the integrated digital portal lapor.go.id. Designated as the National Public Service Complaint Management System (SP4N), this platform centralizes citizen complaints to improve efficiency and accessibility.

The development of lapor.go.id is closely tied to Indonesia’s partnership with South Korea, a global leader in digital governance. Over the past decade, South Korea has consistently ranked among the top three countries in the UN e-Government Survey for its successful digital public service innovations.

Janet Sohlhee Yu, International Development Manager at the Korea Institute of Patent Information, revealed that Indonesia is South Korea's fourth priority partner out of 27 countries collaborating on digital public service governance. South Korea, through the Digital Government Cooperation Center (DGCC), has played a key role in streamlining Indonesia's digital services. The introduction of lapor.go.id has significantly reduced complaint resolution times from 15 days to just 5. Yu mentioned this during the Korea Foundation workshop for Indonesian Journalists in November on the cooperation between Indonesia and Korea.

Since its launch, lapor.go.id has connected 34 ministries, all provincial governments, and 100 other agencies. As of October 2024, the portal, managed by Indonesia's Ministry of Administrative and Bureaucratic Reform (PANRB) and Ministry of Communication and Informatics (Kemenkominfo), has handled over 950,000 citizen reports, highlighting growing public participation in improving government services.

To sustain this modernization, Indonesia aims to develop 12 million digital professionals by 2030. Hamdani Pratama, Head of BPPTIK at Kemenkominfo, emphasized the government’s efforts to establish Digital Talent Centers (DTC) in 10 cities across Java, Sumatra, and Sulawesi. These centers aim to reduce reliance on foreign expertise by equipping local talent with advanced technological skills.

South Korea continues to support this initiative, including plans to invest in Indonesia’s new capital, Nusantara, for further digitalization and public service improvements. The collaboration between the two nations underscores a shared commitment to advancing digital governance and fostering innovation.