Since joining the Open Government Partnership in 2011, the Indonesian Government has shown some commitment towards implementing initiatives that increase citizen voice and social accountability. These include a series information and communications technology (ICT)-based complaint-handling systems that give members of the public an opportunity to highlight problems with the delivery of public services to those in a position to fix them. Yet the reach and uptake of these systems – which are both national and local – varies considerably across the country, for a range of reasons.
This research examines four cases of complaint-handling systems. At the national level, it reviews LAPOR!, a one-stop complaint-handling platform set up by the Indonesian Government to manage citizens’ complaints and requests via SMS, smartphone apps and a website.