Efektivitas Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional-Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N-LAPOR) dalam Pengelolaan Data Kependudukan di Dinas Kependudukan dan Pencatatan Sipil Kota Medan

Abstract

SP4N-LAPOR is an integrated public service complaint system that facilitates the community in submitting complaints, aspirations, and requests for information related to government administration. This research analyzes the effectiveness of SP4N-LAPOR in population data management at the Department of Population and Civil Registration (Disdukcapil) of Medan City, with the hope of improving data accuracy, complaint processing speed, service accessibility, as well as transparency and accountability in population administration. The research employs a descriptive qualitative method with data collection through in-depth interviews, observation, and documentation. Research informants include the head of SP4N LAPOR management, Diskominfo staff, Disdukcapil staff, and service users. Primary and secondary data were analyzed using data reduction, data presentation, and data verification techniques. The research results show that the implementation of the SP4N-LAPOR system has had a significant positive impact in improving data management quality and complaint process efficiency at Disdukcapil Medan City. The system has proven capable of increasing the accuracy of population data recording and accelerating the handling of public complaints. However, several obstacles still need special attention in its implementation. These obstacles include limitations in the number and capability of human resources in managing the system, suboptimal technological infrastructure, and the still low level of public understanding about how to use this system effectively. Based on these findings, it is concluded that SP4N-LAPOR is an effective instrument in supporting the transformation of information technology-based public services in Medan City. The system has proven its ability to improve the quality of population administration services. Several aspects that need improvement include the intensity of socialization to the community, training programs for system management officers, and updating supporting technological infrastructure. These improvement steps are needed to further increase service efficiency and community satisfaction levels.