SLRT as a Single Window Service for the Poor to Help Improve Efficiency and Effectiveness in the Delivery of Social Services

Abstraksi

Sistem Layanan & Rujukan Terpadu (SLRT) managed by the Ministry of Social Affairs is aimed at identifying the needs and complaints of the poor & vulnerable and direct them to the most suitable social services for resolution. Overall, as a Single Window Service, SLRT aims to improve the delivery of social services to the poor and vulnerable. Since its inception in 2016, SLRT has been implemented in 90 districts/cities across 22 provinces with national and local budgets. By 2019, SLRT is projected to roll-out into more than 200 districts/cities throughout Indonesia. Equipped with android and web-based applications, SLRT works through multiple channels, namely facilitator and social welfare center (Puskesos) at the village level, supervisor at the sub-district level, and SLRT office in districts/cities. Wherever possible, complaints are resolved at the point of service delivery to ensure that complaints are responded speedily and accurately. Until March 2018, more than 700,000 complaints about social services and/or requests for program participation from households were made through SLRT. About 80% of these complaints have been resolved and the rest are still being processed. A half of complaints were resolved through local programs and the remaining were sent to national programs for resolution. Types of complaints include participation issues; late receipt of payment; the quantity and quality of services; access to legal identity documents; limited services for the disabled, elderly, and displaced persons; un-decent housing; lack of livelihoods/income generation; etc.