Efektivitas Penggunaan Aplikasi Sistem Pengeloaan Pengaduan Pelayanan Publik Nasional–Layanan Aspirasi Dan Pengaduan Online Rakyat (Sp4n-Lapor) Dalam Pelayanan Publik Di Kantor Diskominfo Kota Samarinda

Abstract

This study aims to determine the effectiveness of the SP4N-LAPOR application in public services at the Samarinda City Communications and Information Office. As the title suggests, this study is a qualitative study, with data collection techniques using interviews, observation, and documentation. Effectiveness analysis was conducted based on five indicators: productivity, quality, efficiency, flexibility, and satisfaction. The results indicate that the use of the SP4N-LAPOR application at the Samarinda City Communications and Information Office has improved the productivity, quality, and efficiency of public services through digital features such as report tracking, automatic notifications, and multi-channel integration. However, technical obstacles such as application glitches and a lack of understanding of the available features can hinder the application's effectiveness for the public. The application's flexibility is reflected in its inclusive design and adaptive features, but indiscipline on the part of the agency in following up on public reports reduces its responsiveness. On the other hand, user satisfaction has increased thanks to the tracking features, accessibility, and rating system, although there are still complaints from the elderly and variations in response speed. For optimization, it is necessary to improve system stability, simplify application features, and enforce regulations for related agencies.

Penelitian ini bertujuan untuk mengetahui Efektivitas Penggunaan aplikasi SP4N-LAPOR Dalam Pelayanan Publik Dikantor Diskominfo Kota Samarinda. Sesuai dengan judul dari penelitian ini jenis penelitiannya adalah penelitian  kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis efektivitas dilakukan berdasarkan lima indikator efektivitas: produktivitas, kualitas, efesiensi, fleksibilitas, dan kepuasan. Hasil penelitian menunjukkan bahwa penggunan aplikasi SP4N-LAPOR di Diskominfo Kota Samarinda telah meningkatkan produktivitas, kualitas, dan efisiensi pelayanan publik melalui fitur digital seperti pelacakan laporan, notifikasi otomatis, dan integrasi multi-saluran. Namun, kendala teknis seperti gangguan aplikasi dan kurangnya pemahaman terhadap fitur-fitur yang tersedia dapat menghambat efektivitas aplikasi bagi masyarakat. Fleksibilitas aplikasi terlihat dari desain inklusif dan fitur adaptif, tetapi ketidakdisiplinan instansi dalam menindaklanjuti laporan masyarakat akan mengurangi responsivitasnya. Di sisi lain, kepuasan pengguna meningkat berkat fitur pelacakan, aksesibilitas, dan sistem penilaian, meski masih ada keluhan dari kelompok lansia dan variasi kecepatan respon. Untuk optimalisasi, diperlukan perbaikan stabilitas sistem, penyederhanaan fitur aplikasi, dan penegakan aturan bagi instansi terkait.