EVALUASI PELAKSANAAN SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL (SP4N LAPOR) TERHADAP TINGKAT PENYELESAIAN PENGADUAN DI KEMENTERIAN KESEHATAN REPUBLIK INDONESIA TAHUN 2023

Prasetio Hadi Pratama, . (2024) EVALUASI PELAKSANAAN SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL (SP4N LAPOR) TERHADAP TINGKAT PENYELESAIAN PENGADUAN DI KEMENTERIAN KESEHATAN REPUBLIK INDONESIA TAHUN 2023. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

SP4N Lapor faced several obstacles in 2023, such as slow response times and a lack of specialized officers. An estimated 73.5% of users experienced delays in the verification process and 67.9% experienced delays in the follow-up process out of the 579 reports submitted through the Ministry of Health's SP4N Lapor platform. Therefore, improvements are needed in managing SP4N Lapor to ensure better service to the community. This study aims to describe the program's implementation, identify supporting and inhibiting factors, and formulate strategies to enhance the effectiveness of SP4N Lapor activities. The research used a qualitative method with a case study approach, involving in-depth interviews, observations, and document reviews. Informants were selected using purposive sampling. The results showed that SP4N Lapor activities require human resources and a budget for training and improvement. Although the process aligns with the SP4N Lapor Management Module, the outputs have been ineffective. Transparency and accessibility are positive points, but barriers include frequent server maintenance, lack of coordination between agencies, and a shortage of human resources. Improving technological infrastructure, strengthening inter-agency coordination, and adding and training professional human resources are necessary to enhance the effectiveness and performance of SP4N Lapor.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil:2010713022] [Pembimbing:Riswandy Wasir] [Penguji 1:Acim Heri Iswanto] [Penguji2:Apriningsih]
Uncontrolled Keywords: Keywords: SP4N Lapor, Delay, Management, Strategy
Subjects: R Medicine > R Medicine (General)
R Medicine > RA Public aspects of medicine
R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: Fakultas Ilmu Kesehatan > Program Studi Kesehatan Masyarakat (S1)
Depositing User: PRASETIO HADI PRATAMA
Date Deposited: 04 Sep 2024 04:46
Last Modified: 04 Sep 2024 04:46
URI: http://repository.upnvj.ac.id/id/eprint/32458

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