API Integration of National Complaint Handling System in Indonesia: A State of The Art Review

Abstract

In the new global economy, public service has become a central matter for achieving sustainability. The way in which public service provider handling either feedbacks or complains become a major key success factor to consider the successfulness of its service. The Government of Indonesia has established SP4N-LAPOR! (National Complaint Handling System) since 2013 to become the first national centralized complaint-handling channel. One major issue in centralized national complaint handling system is Unintegrated System; Duplication with existing local institution application or system. The specific objective of this study was to identify the state of the art of API Integration of SP4N-LAPOR!The researcher has utilized historical analysis to extract the pattern from API Integration. The project used a convenience sample of three months API integration consist of the total complaints generated from parent vs client apps. The findings reported here shed new light on pattern identified as such: 1) Twitter API, 2) Parent domination, 3) Client domination, 4) Balanced proportion and 5) Embed HTML. One of the more significant findings to emerge from this study is that the definition of integration stage: a) partial integration 1, b) partial integration 2, and c) full integration.