Indonesia’s VP Seeks Improvements to Public Complaint System
Citizen Feedback Channel Handles Thousands of Cases
Jakarta –
Vice President Gibran Rakabuming Raka is pushing for continuous upgrades to the “Lapor Mas Wapres” (Report to Mr. Vice President) program, a direct channel for citizens to voice concerns to the government. The initiative aims to enhance responsiveness and address public needs more effectively.
Complaint Volume and Channels
The “Lapor Mas Wapres” system has processed 7,590 public complaints covering areas like education, financial matters, land disputes, and social welfare programs. According to Al Muktabar, acting secretary for the vice president, some issues are resolved while others are still undergoing review and administrative procedures.
A significant majority – 72.05 percent – of complaints are submitted via WhatsApp, highlighting the platform’s accessibility. The remaining 27.95 percent are delivered in person at the secretariat after initial registration on the lapormaswapres.id website.
Focus on Bureaucratic Efficiency
Al Muktabar emphasized the need for ongoing service and procedural improvements to create a more agile and accurate bureaucracy. He stated, “Service and procedural improvements are essential to make the bureaucracy more responsive, more accurate in handling reports, and more adaptive to public dynamics.”
Recent data from the World Bank indicates that approximately 38% of citizens in Southeast Asia report experiencing bribery when accessing public services, underscoring the importance of transparent and accessible complaint mechanisms. World Bank Report
Inter-Agency Collaboration
While the program has seen success, officials recognize the need for stronger collaboration between government agencies. The VP Secretariat has been working with the Social Affairs Ministry, Agrarian and Spatial Affairs Ministry, Financial Services Authority, and the Jakarta Education Office to resolve submitted complaints.
“Mr. Vice President further emphasized that this program is part of President Prabowo’s Asta Cita vision to achieve good governance and good corporate governance through responsive and inclusive public services,”
—Al Muktabar, Acting Secretary for the Vice President
Accountability and prioritizing the needs of complainants remain central to the process as reports are forwarded to the appropriate offices. The initiative is seen as a key component of President Prabowo’s broader vision for improved governance.
Officials are committed to ensuring the “Lapor Mas Wapres” channel remains a vital tool for public engagement and effective problem-solving.
