Jakarta - The National Counterterrorism Agency (BNPT) continues to make various efforts to encourage agile and impactful bureaucratic reform. One of them is through a commitment to realizing more optimal public services, through complaint management.

"This is a good activity for us to discuss complaint management, where this is an important part of realizing more optimal public services," said Plt. Head of the Legal Planning and Public Relations Bureau Colonel R. Tjandra Sulistiyono, M.Han., in the Coordination Meeting for the Alignment of Recommendations for Public Information Services and Legal Services which took place in Jakarta on June 19-21, 2024.

Tjandra also hopes that the complaint management guidelines can have a flexible nature as a living document that can follow the dynamics of change.

"Hopefully this will become a living document, so if there are changes or changes in personnel, these guidelines will remain a reference," he added.

One of the forums for public aspirations and complaints at BNPT is the National Public Service Complaint Management System (SP4N) - People's Online Aspiration and Complaint Service (LAPOR!). Through this channel, BNPT has implemented good complaint management. This was conveyed by the First Policy Analyst of the Ministry of Administrative and Bureaucratic Reform Novika Purba.

"BNPT has been quite good at managing, several indicators have been met," he said.

However, good management must be accompanied by evaluation in several aspects such as the limit on the number of complaints, the implementation of monitoring and evaluation (monev), and the accuracy of the response.

"We are providing several improvements for better management of the SP4N-LAPOR! application, including the implementation of the mandate of the Minister of Administrative and Bureaucratic Reform Regulation Number 46 of 2020 which regulates the number of reports that must reach 100 reports per year. Therefore, it is hoped that BNPT can conduct socialization to the public. Furthermore, there needs to be an implementation of monev, and must provide a maximum response of 3 working days," he explained.

For information, Law Number 25 of 2009 concerning public services mandates all public service providers to provide quality services for every citizen. Public services also have a crucial role in encouraging the realization of bureaucratic reform.

Throughout 2024, the 2 major issues that are often complained about by the public are the rise of separatist accounts on social media and radicalism in the surrounding environment.

In addition to discussing the management of complaint services, this activity also discussed the implementation of the 2023 BNPT Legal Reform Index (IRH) and strategies for strengthening website security.