The Influence of Digital Literacy and Information Technology on the Use of SP4N LAPOR!

Abstract

The National Public Service Complaint Management System - People's Online Aspiration and Complaint Service (SP4N-LAPOR) is integral to Indonesia's governance framework, facilitating citizen participation and grievance redressal. This study examines the dynamics of citizen engagement through SP4N-LAPOR in 2023, revealing a significant 30% increase in complaints totaling 176,853, primarily directed at Ministries/Institutions rather than Regional Governments, highlighting uneven awareness and utilization at the local level. The research focuses on East Kotawaringin Regency, Central Kalimantan Province, assessing the impact of digital literacy and community information technology use on SP4N-LAPOR adoption. Utilizing random sampling and multiple linear regression analysis, findings indicate substantial influences: digital literacy (X1) significantly affects engagement (t = 2.039, p < 0.05), as does community information technology use (X2) (t = 9.512, p < 0.001), jointly explaining 49.7% of SP4N-LAPOR usage variance. This underscores the imperative to enhance digital literacy and promote IT accessibility to bolster public interaction with SP4N-LAPOR, offering actionable insights for policy and practice to improve governance responsiveness nationwide.