Increasing the number and the handling of community aspirations and complaints on the Lapor Hendi platform, especially for women and people with disabilities (IDSMG0005)
Overview
At-a-Glance
Action Plan: Action plan – Semarang, Indonesia, 2021 – 2023
Inception Report: Not available
Commitment Start: Aug 2021
Commitment End: Dec 2023
Institutions involved:
- Communication, Information, Statistics, and Crypto Agency
- Pattiro Semarang
- Transparency International Indonesia
- Ministry of State Apparatus Utilization and Bureaucratic Reform
- Department of Communication and Information, Central Java Province
Primary Policy Area:
Primary Sector:
OGP Value:
- Technology and Innovation for Transparency and Accountability
- Civic Participation
Description
Commitment ID
IDSMG0005
Commitment Title
Increasing the number and the handling of community aspirations and complaints on the Lapor Hendi platform, especially for women and people with disabilities
Problem
Lapor Hendi is a complaint channel built independently by the Semarang City Government through Communication, Information, Statistics, and Crypto Agency in Semarang City in the form of https://LaporHendi.semarangkota.go.id/ websites, applications, and social media (WhatsApp, Facebook, Twitter, Instagram, telegram group). But at the moment, Lapor Hendi channel does not yet have a feature that accommodates complaints of vulnerable groups of women and people with disabilities. For example, automation of sorted data specifically for female and disabled reporters is also not available. In between, disability groups (deaf, blind) have not been able to use the complaints system.
Status quo
Currently Lapor Hendi applies a system of 1, 5, 10, and 30 which means that within 1 day the report has been dispossessed to Regional Apparatus Organizations (OPD), 5 days for the initial response time then continued with the submission of complaint settlement development with a period of 10 days, and the last stage is the completion of the report with a maximum period of 30 days. However, the reporting data through The Lapor Hendi Channel is still dominated by men (90%), while whistleblowers from women and people with disabilities have only reached (10%). In addition, data recapitulation is sorted and the current type of complaint is still done manually. The types of complaints that exist today also only include Domestic Violence, infrastructure (electricity, damaged roads, waterways), disasters, education, health, civil records, order and security, health, and emergencies.
Action
To support the value of inclusion, Lapor Hendi’s Service will accommodate the needs of vulnerable groups by:
1. Develop a Responsive complaints and problem handling system for vulnerable groups (women and people with disabilities), for example by adding features that support people with disabilities.
2. Automate real-time sorted data for vulnerable groups (women and people with disabilities).
3. Conducting socialization and training of Lapor Hendi Channel for the vulnerable (women and people with disabilities)
4. Adding the type of related complaints: (1) health sector complaint report related to handling Covid-19 (hospital facilities, vaccines, contact tracing)
How will the commitment contribute to solving the public problem described above?
This commitment will contribute to resolving public issues in:
1. Provide a new system of Lapor Hendi that is responsive and inclusive to the vulnerable people
2. Organizing socialization and training to improve the understanding of the vulnerable in utilizing the Lapor Hendi channel
3. Driving the existence of a multi stakeholder forum consisting of OPD, Academics, Family Welfare Empowerment (PKK), social activists/ groups with disabilities, and regular discussions to discuss the problems of the vulnerable who are ringed in the Lapor Hendi and provide policy recommendations for the government
What long-term goal as identified in your Open Government Strategy does this commitment relate to?
Semarang city has a strategic vision as "Semarang open city, inclusive, responsive and participatory through optimization of information technology utilization for economic recovery of the community". This commitment will in particular aim to improve the delivery and handling of the aspirations of vulnerable people (women and people with disabilities) who will manifest as a responsive and inclusive city
Primary Policy Area
Digital Governance, Social Accountability
Primary Sector
Justice, Public Services (general)
What OGP value is this commitment relevant to?
| Technology and Innovation for Transparency and Accountability | The Lapor Hendi system is open platform that can be accessed by the public so that the public can monitor the government's performance in handling public complaints in the Lapor Hendi.The Lapor Hendi system is open platform that can be accessed by the public so that the public can monitor the government's performance in handling public complaints in the Lapor Hendi. |
| Civic Participation | Lapor Hendi provides opportunities for the community, especially vulnerable groups (women and people with disabilities) to submit complaints related to social issues and engage in the handling of social issues by giving input through the Lapor HendiLapor Hendi provides opportunities for the community, especially vulnerable groups (women and people with disabilities) to submit complaints related to social issues and engage in the handling of social issues by giving input through the Lapor Hendi |