E-GOVERNMENT AND LOCAL INNOVATION IN PUBLIC SERVICE DELIVERY: A CASE STUDY OF THE LAPOR APPLICATION IN MATARAM CITY
DOI:
https://doi.org/10.30631/tpj.v5i1.1983Keywords:
Innovation, LAPOR Application, E-GovernmentAbstract
The era of globalization has brought fundamental changes in the way governments provide public services. In the Industrial Revolution 4.0 era, information technology is increasingly dominant in everyday life; governments worldwide are seeking to leverage it to improve the efficiency and availability of public services. This study aims to analyze the effectiveness of the LAPOR application in improving the quality of public services and in increasing citizen involvement in monitoring the implementation of government at the regional level. The approach used in this study is qualitative and descriptive, based on literature from various online sources, including official documents, agency reports, and academic publications. The study results show that the success of implementing the LAPOR application in Mataram City depends heavily on the system's ability to handle public reports comprehensively and in a coordinated manner. The report handling process is the most dominant aspect, accounting for 25%, confirming that the mechanisms for receiving, verifying, distributing, following up, and providing feedback are the core of the effectiveness of public complaint services. Other important aspects, such as technological infrastructure, community socialization, and transparency of information, also contribute significantly to creating a complaint system that is inclusive, accessible, and trusted by the public. In addition, the visualization of the LAPOR application feature network shows that it operates as a centralized system integrating 10 main features. Each feature is designed to strengthen the application's role as a complaint management tool and a two-way communication tool between the government and citizens. Features such as online complaints, monitoring and evaluation, advanced filtering, and data publication enable an efficient, transparent, and participatory reporting process. These features not only expand the reach of information but also encourage active community participation in monitoring the performance of public services.
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