As a leader, Ridwan Kamil also routinely conduct joint leadership meeting with SKPD, district, village in Bandung each week. In this forum, discussed all
programs and Bandung issues including LAPOR , he is more focused on statistics where not yet acted upon the complaint report, SKPD most can be
complaints, what factors get most complaints, etc.
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Then, Ridwan Kamil also taking the time to provide direction or guidance or motivation directly to the team manager LAPOR , motivation or guidance carried
out at least 2-3 times a year. It discussed more generally to enlightenment. Ridwan Kamil said that all employees should be technology literate and do not
hesitate to learn. It is because government in Bandung must be familiar with the gadgets and technologies that can transform the way work is manually into the
workings of a more hi-tech. The workings of government by using ICT would be expected that the governments performance more effectively and efficiently in
order to maximize service to the citizens as a description of the Smart City concept above.
In the utilization of information channels for the distribution of information concerning LAPOR Ridwan Kamil most to maximize the use of social media.
Moreover, he has been active on twitter even before becoming mayor. So that people notice his presence in social media it did not take long to spread
programs that he stretcher. An then, based on findings shows that people have trust over Ridwan Kamil as a good mayor, very caring and attentive with
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Interview with FH, October 1
st
2015
communities. Thus, community are more easier to “invited” in using LAPOR because they believe Ridwan Kamil will follow up the report to its conclusion.
c. Strategic Investment
Use of ICT in government must have the aim that the existing resources can be used effectively and efficiently. With the implementation LAPOR in
Bandung, transparency and accountability can be realized by the Government of Bandung. This is because, people are now able to track each stage of the report
they provide. Each stage is reported by admin LAPOR and also SKPD related to the existence of the complaint became clear. This condition is certainly different
from the complaints manually. The public can not find out easily about their report. Society must first come to a government office to ask already to where
they worked on the report. Then, LAPOR also resulted in an increase in peoples satisfaction with
service complaints. With the process cheaper and faster, people find it more convenient to give the complaint. In addition, the disclosure complaint and the
response of the government response also factors that make people satisfied with this program.
Furthermore, LAPOR also plays a role in saving time and costs in managing public complaints. The savings seen from two sides. First from the
government side, with LAPOR The government can safe money and time to the affairs of the disposition of the report. Now, no longer need to go through stages
of bureaucracy which is quite time consuming as requested signature and stamp of the head of the relevant office. Not to mention if the agency refuses to accept
complaint with reasons not of their authority. Thus, the completion of the report became increasingly longer. In addition to saving time, the government can also
be cost-effective. The government could save in terms of operational costs such as transportation costs and the cost of eating in order to deliver a letter to the
reporting agency or agencies. The second in terms of society. LAPOR certainly reduces the time and expense that people spend in delivering the complaint.
People no longer need to set aside their time and energy to come directly into government offices. Then, the transportation costs can also be eliminated.
In managing LAPOR officers must be alert for 24 hours to receive complaints and conduct distribution to all relevant SKPD. Incentives for admin
LAPOR so far has been good. In addition to the given honor each month, the administrators also received prize plaque or plaque as Best Admin. So, these
things can certainly spur them to work harder and swiftly in response to the report.
In the management report, LAPOR use the system admin, so that the number of employees required is just a little bit, which is numbered 10 people.
For admin themselves, they have no benchmark in the amount of handling of the report. The system is who quickly he can. They also while racing because there
are statistical admin. The statistics show the number of reports that are managed by each admin. All administrators have each computer, and they manage all
channels of the 3 channels available, there are SMS, website, and mobile applications.
