The Elements of e-Government Success in Public Services at Bekasi Regency Using the “SP4N LAPOR”

Abstrak

This is a cohort study from a previous model by Delisiana et al on the administration of the National Public Service Complaint Management System (SP4N) and People's Online Aspirations and Complaints Service (LAPOR) in Bekasi. This was based on the problems associated with implementing the SP4N LAPOR, which included the lack of facilities, infrastructure, socialization, human resource management, and accessibility. Subsequently, a unique method was used to evaluate “the success of SP4N LAPOR in Bekasi Regency". A descriptive analysis was also used but mostly focused on the factors that affect e-government success in the implementation of SP4N LAPOR. The results showed that SP4N LAPOR had not been efficiently implemented due to a lack of input from the three elements of successful e-government implementation, which are support, capacity, and value. Lastly, the suggestions from this study include the need to accelerate the implementation of SP4N LAPOR in all agencies in Bakasi Regency, increasing competence, promoting equity, and increasing the intensity of socialization in the community.