Analysis of Gaps in the Implementation of SP4N-LAPOR! in Supporting Public Services at the National Narcotics Agency in Lampung Province

Abstract

This study was motivated by the absence of public complaints submitted through the National Public Service Complaint Management System (SP4N-LAPOR!) at the National Narcotics Agency of Lampung Province. This condition indicates an implementation gap between the policy objectives of SP4N-LAPOR! as an electronic public complaint service and its actual implementation in practice. This study aims to analyze the implementation gap of SP4N-LAPOR! in supporting public services at the National Narcotics Agency of Lampung Province. The research employed a qualitative method with a descriptive approach through interviews, observations, and documentation. Data were analyzed using the policy implementation theory of Van Meter and Van Horn. The findings reveal that the implementation gap is influenced by the suboptimal implementation of policy standards and objectives, limited resources, ineffective interorganizational communication, inadequate characteristics of the implementing agency, social conditions characterized by low digital literacy, and the passive disposition of implementers. As a result, SP4N-LAPOR! has not functioned optimally as a public complaint service, and the public tends to submit complaints directly or through the call center instead. The study concludes that the implementation gap is caused by the lack of alignment between policy objectives and implementation conditions in the field, influenced by both internal organizational factors and external societal factors, resulting in the policy objectives of SP4N-LAPOR! in supporting public services not being achieved optimally.