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Emergency complaint services are a critical component of public service delivery, requiring speed, coordination, and integration across multiple agencies. The Surabaya City Government developed Command Center 112 as an innovative public service initiative to respond to emergency incidents quickly and in a coordinated manner. This study aims to analyze the implementation of Collaborative Governance in the management of the Command Center 112 service in Surabaya, using the model by Ansell and Gash, which includes four key indicators: starting conditions, institutional design, facilitative leadership, and the collaborative process. A descriptive qualitative approach was employed, with data collected through observation, interviews, and documentation. The findings reveal that collaboration among government agencies, volunteers, and the community has been built functionally and adaptively through regulatory support, standard operating procedures (SOPs), and open communication among stakeholders. However, challenges remain in the form of public perceptions regarding service response quality, which has not been uniformly experienced. These results highlight the importance of strengthening public communication and increasing community involvement in service evaluation. Overall, Command Center 112 in Surabaya serves as a successful example of Collaborative Governance implementation in urban emergency complaint services.

This study aims to analyze the factors contributing to the success of e-government implementation through the Wargaku application as a digital-based public service innovation in the city of Surabaya. The Wargaku application is designed to facilitate the community in submitting complaints, aspirations, and service needs in a faster, more efficient, and transparent manner. This study employs a descriptive qualitative approach with data collection techniques including observation, interviews, and documentation. Analysis is conducted using an interactive model. The results of the study indicate that the success of the Wargaku application in supporting public complaint services is determined by five key factors: information and data, information technology, organizational and managerial aspects, legal and policy frameworks, and institutional or environmental factors. These five factors are interrelated in forming an effective and adaptive digital-based public service system. Although the application has achieved significant results with a complaint resolution rate above 90%, challenges remain, such as limited access for iOS users, technical system constraints, and the need to improve public digital literacy. This study recommends strengthening technological infrastructure, expanding cross-device accessibility, and enhancing user capacity as strategic steps to support the sustainability of local e-government.

The government essentially provides services to the community and is required to serve the community and create conditions so that it has an impact on the community to develop, one of which is education. Through the Secretariat General, public complaints about education issues are submitted to Commission X of the DPR RI. The background for choosing this title was due to the increase in complaints submitted by the public regarding education, as well as a decrease in the performance of the Secretariat General of the DPR RI. The research objective is to identify and analyze the performance of the Secretariat General in following up on complaints to Commission X DPR RI. This study uses the theory of Agus Dharma (2004) with three measurement indicators that determine success, namely, (1) quantity, (2) quality, and (3) timeliness. This study used a qualitative research method with a descriptive approach. This study uses a way to collect data by making observations to collect data at the Secretariat General and Commission X DPR RI. The results on indicator (1) Quantity, the number of reports that have been completed by Commission X DPR RI are not submitted back to the Secretariat General of the DPR RI. (2) Quality, there is no clear information regarding the follow-up of letters submitted through the websitewebsite, human resources need to conduct training on the applied information technology system, Commission X DPR RI is one that receives the most complaints in 2020-2021, (3) Timeliness, the time needed is very long because of the difficulty level of the complaint letter, correction of the results of the analysis until the letter can be submitted to Commission X DPR RI. The conclusion of this study is that in following up on complaints to Commission X DPR RI, reports that have been completed by Commission X DPR RI are not submitted back to the Secretariat General.

This study examines the effectiveness of the SP4N LAPOR application in managing public service complaints by the Communication and Information Agency of Muara Enim Regency, South Sumatra Province. Using a qualitative approach with a descriptive method, this study evaluates the effectiveness of the application through three main dimensions: achievement of objectives, integration, and adaptation. The study results indicate that the implementation of SP4N LAPOR has not been optimal due to several obstacles, particularly the lack of coordination and communication between relevant agencies. The study also identified various factors hindering the application's effectiveness, such as slow response times to public complaints and insufficient awareness about the application's use. Despite these challenges, the local government continues to improve the system, including establishing communication channels through WhatsApp groups between agencies and providing various platforms for submitting complaints. This research contributes to understanding how digital complaint management systems can be implemented more effectively in the local government context.

Bangli Regency created an e-government  based public complaints program called Bangli Era Baru 24 Hour Fast Service. Implementation of this program builds synergy among all public service delivery organizations, one of which is Perumda Air Minum Tirta Danu Arta. However, in implementing this synergy there are still various problems. This research aims to determine the extent of the synergy in handling complaints about clean water services in Bangli Regency from an electronic government perspective and analyze the influencing factors. This research applies descriptive qualitative research methods with data collection techniques through observation, interviews and documentation. The results show that the synergy between Diskominfosan and Perumda Air Minum Tirta Danu Arta in handling clean water service complaints has gone well. The support and value elements have been fulfilled because there is clear regulatory support, stakeholder commitment, and benefits felt by the community and stakeholders. However, there are elements of capacity that have not been met because there are challenges such as limited human resources and a minimal budget for managing complaint channels. The recommendations include increasing human resource capacity, better budget allocation, and optimizing outreach to increase community participation. Kabupaten Bangli menciptakan sebuah program pengaduan masyarakat berbasis e-government  yang bernama Layanan Cepat 24 Jam Bangli Era Baru. Implementasi program tersebut membangun sinergi seluruh organisasi penyelenggara layanan publik, salah satunya adalah Perumda Air Minum Tirta Danu Arta. Namun dalam pelaksanaan sinergi ini masih memiliki berbagai permasalahan. Penelitian ini memiliki tujuan untuk  mengetahui sejauh mana sinergi  penanganan pengaduan pelayanan air bersih di Kabupaten Bangli dari sudut pandang electronic government dan menganalisis faktor–faktor apa yang mempengaruhi. Penelitian ini menerapkan metode penelitian deskriptif kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil menunjukkan bahwa sinergi antara Diskominfosan dan Perumda Air Minum Tirta Danu Arta dalam menangani pengaduan  pelayanan air bersih telah berjalan baik. Elemen dukungan (support) dan manfaat (value) sudah terpenuhi karena terdapat dukungan regulasi yang jelas, komitmen pemangku kepentingan, dan manfaat yang dirasakan oleh masyarakat maupun para pemangku kepentingan. Namun, terdapat elemen kemampuan (capacity) belum terpenuhi karena terdapat tantangan seperti terbatasnya sumber daya manusia dan minimnya anggaran untuk pengelolaan kanal pengaduan. Pemberian rekomendasi mencakup peningkatan kapasitas sumber daya manusia, alokasi anggaran yang lebih baik, dan optimalisasi sosialisasi untuk meningkatkan partisipasi masyarakat.

This study aims to determine and analyze the management of public complaints at the Office of the Supreme Audit Agency of Gorontalo Province Representative. This research uses a qualitative research approach. The method used in this research is descriptive qualitative. The data collection techniques used are observation, interviews and documentation. The results showed that the management of public complaints in the Office of the Gorontalo Provincial Representative of the Supreme Audit Agency, the application of the principles of public complaints management, namely Quality Improvement, Accessibility, Transparency, Responsibility (Accountability) and Privacy and Confidentiality have been realized properly, these principles have been carried out in accordance with Standard Operational Procedures and applicable laws and regulations. Of the several principles that have been realized, there are still principles that are not well implemented, namely the principles of Openness to Receive Complaints (Open Disclosure) and Commitment (Commitment). In the principle of Openness to Receive Complaints (Open Disclosure) with the limited topics of complaints that can be complained about by the public, this refers to the limitation of the scope of the problem to be conveyed and used as material for complaints in making complaints, which is the main factor that is a shortcoming in the application of this principle. In addition, the principle of Commitment is still poorly applied by public complaints management employees, especially the commitment to publish the results of public complaints.

Public complaints are an important element in public services to determine public satisfaction with the implementation of public services. The Regional Representative Council of the Republic of Indonesia is an institution that represents regional voices and the interests of a region at the central level, as an institution representing regions the DPD RI is required to listen to aspirations and complaints submitted by regional communities. The aim of this research is to determine the management of complaints from regional community aspirations by the DPD RI. This research uses theory from Gorton (2005). The indicators used in this research are Quality Improvement, Openness to receive complaints, commitment, accessibility, responsiveness, transparency and responsibility, personal in nature. This research method uses qualitative descriptive techniques by collecting data from interviews, observation and documentation. The results of this research show that the principle of improving quality in the implementation of handling complaints from the public has been equipped with adequate facilities/infrastructure. On the principle Openness in accepting complaints means that DPD RI accepts all types of complaints from the public. On the principle commitment is that DPD RI is committed to every aspiration & complaint from the community. On the principle accessibility DPD RI provides access to the public to submit complaints through websites, applications, social media and by coming directly to the office. Responsiveness means that DPD RI does not discriminate in responding to every aspiration & complaint and DPD RI members use a pick-up and drop-off system to listen to aspirations or complaints submitted by the public. On the principle Transparency & Responsibility DPD RI will act transparently & responsibly towards every aspiration & complaint. On the principle Personal Characteristics DPD RI properly safeguards the identity/data of the complainant community.

Waste is a waste product of human activities that continues to increase along with the increase in population, activities, and consumption levels. In Bengkalis Sub-district, Bengkalis Regency, there are many waste accumulation points that have not been handled properly, mainly due to the lack of information about the location of waste accumulation. This causes the Bengkalis Regency Environment and Hygiene Agency (DLHK) to have difficulties in managing waste transportation, even though it is carried out every day. There are still many complaints from people who are outside the waste collection point. To overcome this problem, this research aims to develop a mobile application-based garbage pile complaint application focused on the Bengkalis District area. This application is designed to assist DLHK in monitoring environmental cleanliness more effectively. The Analytical Hierarchy Process (AHP) method is used to determine the priority of handling waste complaints, which will be implemented in a web platform to ensure optimal handling. Application development uses a prototype approach to ensure that the resulting application is in accordance with user needs and expectations. With this application, it is hoped that waste management in Bengkalis Regency will become more efficient and responsive to community complaints.    

The SIADUIN application system provides a number of services, namely complaints for facilities and infrastructure, services to complaints against foreigners and there is also an information service about services available at the Class I Non TPI Depok Immigration Office. However, in its implementation, various problems were found, one of which was that the results of complaints and complaints from the public were still slow in capturing and responding to them and they also often complained about a slow system and the absence of Playstore and Appstore, which made it easier for the public to access them. This research aims to determine and analyze the effectiveness of the SIADUIN application system and improve the quality of public services by the Class I Non TPI Depok Immigration Office. To determine the effectiveness of the SIADUIN application using the program effectiveness theory proposed by Budiani (2007; 53), there are four indicators to determine program effectiveness, namely, accuracy of program targets, program socialization, program objectives and program monitoring and supervision. The research method used in this research is a descriptive method with a qualitative approach. The results of this research show that the effectiveness of the SIADUIN application system in improving the quality of complaints and public services by the Class I Non TPI Depok Immigration Office in complaint and information services is still not effective. It is known that the recording and management of complaints is recapped every two months, this is inversely proportional to the complaints and grievances submitted by the public every day.

The existence of this public complaint service can help the public in submitting their complaints. Complainants to one-stop integrated service offices often feel disappointed when their complaints are not managed or responded to well, so it is important to manage complaints that can be managed well. Complaints must be planned by the Nabire district One Stop Integrated Services (DPMPTSP) public service provider. Reporters are all parties who submit complaints to the Public Service Complaints Management body, including citizens and residents, whether individuals, groups or legal entities, who are beneficiaries of the services of the Licensing Department. So far, the complaint system is still limited to manual methods and the use of platforms such as WhatsApp. This condition results in various problems, including slow complaint resolution due to limitations in the use of paper or the WhatsApp platform. The risk of human error, such as losing the complaint form, also increases with the use of these manual methods. The WhatsApp application, which is not a dedicated platform for complaints, also has privacy flaws that could threaten user information if not properly encrypted. Apart from that, using Telegram or WhatsApp as a platform for complaints also does not guarantee optimal data security. Messages sent through such applications are vulnerable to thirdparty access if not properly encrypted, increasing privacy risks for users. Therefore, the use of web-based applications can be an appropriate and effective solution for handling complaints. Relevant agencies must allocate resources to develop more sophisticated digital complaint systems.    

This research is based on the large number of public reports that have been submitted to the Greater Jakarta Ombudsman regarding allegations of maladministration that have occurred in the education sector, especially complaints about New Student Admissions. This problem requires a resolution by the Greater Jakarta Ombudsman to handle public complaints and prevent recurring maladministration in the education sector, especially regarding complaints about Acceptance of New Students in Depok City. This study aims to analyze and describe the performance of the Greater Jakarta Ombudsman in handling complaints about Acceptance of New Students in Depok City. This is based on the problems that occurred in the implementation of the Acceptance of New Students which were still colored by allegations of maladministration, which made public services in the field of education inefficient, lack of supervision in the implementation of the acceptance of new students. The results of the study concluded that in the Productivity indicator there are still a number of things that need to be improved such as policies that have been made that are not in accordance with the needs of society in the digitalization era. Service Quality Indicators still need a number of things to pay attention to such as budget constraints, human resources and very limited work space. Responsiveness Indicators There are still a number of things that affect performance achievements. The Responsibility Indicator is still lacking in realization to achieve the target every year. As well as the Accountability indicator, there is still no specific accountability report in the form of the Jakarta Raya Ombudsman annual report on various media platforms.

The Bhina ​​Tunas Bhakti Juwana Vocational School IT team is a unit team at Bhina ​​Tunas Bhakti Juwana Vocational School which has the task of managing media and everything related to IT. With current reporting techniques, reporting problems is still relatively slow and has an impact on the IT team's slow resolution of complaints from units or rooms experiencing problems. Therefore, the author has the initiative to build an IT Complaint Service System at Bhina ​​Tunas Bhakti Juwana Vocational School. This system is designed to provide reporting, monitoring and IT problem solving services in the school environment. The research methodology used is a qualitative method that uses observation, interview and literature study techniques in data collection. In designing the system, it refers to an object-oriented approach, so UML (Unified Modeling Language) is used. The output of this research will be a website-based IT complaint service system implemented at Bhina ​​Tunas Bhakti Juwana Vocational School.

Bureaucracy is an administrative system in an organization that has the function of administering government and serving the community by carrying out daily tasks in a structured manner in a clear hierarchy. Bureaucratic reform is carried out in order to realize good governance.. Implementing Good Governance is one of the goals in improving government governance, which is the public's demand for the management of public sector organizations. In implementing the SOP for Complaints Services at the Samarinda City Education and Culture Office, there are several problems such as differences in understanding and variations in the format of the SOP documents produced, and there are even regional organizations that have not implemented this regulation. This research aims to describe the realization of bureaucratic reform through Complaint Service SOPs based on the principles of Good Governance in the Samarinda City Education and Culture Office. The research method used in this research is descriptive qualitative with data collection techniques through interviews and observation. The data analysis technique is carried out with the data obtained and then written in the form of a detailed report, then the report will be focused according to the problem formulation, as well as drawing conclusions. The results of the research show that the Samarinda City Education and Culture Office has demonstrated a significant commitment to improving public services through the implementation of the Complaint Service SOP. Concrete steps such as transparency through the official website, accountability in responding to and resolving complaints, as well as efforts to maintain legal certainty are positive things that have been taken to support bureaucratic reform.

The Semarang Police in the SPKT (Integrated Police Service Center) field has functions which include serving complaints from people affected by criminal acts, namely reports of fraud, robbery, embezzlement, theft, loss of valuables and so on. The high number of public complaints at this time so that people really need fast service in the SPKT section. SPKT is the spearhead of police services in providing services to the community to improve and facilitate services, an online complaint application is needed. This research is only used for reporting public complaints about traffic, crime and drugs that occur in Semarang district at the Integrated Police Service Center (SPKT) Semarang Police. The search method is only used to find the complaint number using the sequential search method. The results of the study show that the application of public complaints in the Semarang Police SPKT section makes it easier for the public to submit complaints to the Semarang Police regarding traffic, crime, drugs and searching for complaint numbers using the sequential search method

This research aimed to determine whistleblowing methods' effectiveness and public complaints in detecting and preventing fraud at BPK DIY Representative. This research used the interview method. The data that has been obtained will be processed using descriptive analysis techniques with a qualitative approach. The findings of this research show that the whistleblowing and public complaints method has a qualified design to provide facilities for whistleblowers to report fraud actions. All information from the whistleblowing method is very important as an early indication in detecting fraud. However, in its implementation of whistleblowing and community complaints, it has not run optimally.

Sengketa merupakan kelanjutan dari konflik, sedangkan konflik itu sendiri adalah suatu perselisihan antara dua pihak, tetapi perselisihan itu hanya dipendam dan tidak diperlihatkan dan apabila perselisihan itu diberitahukan kepada pihak lain maka akan menjadi sengketa. Timbulnya sengketa hukum mengenai tanah berawal dari pengaduan suatu pihak (orang atau badan hukum) yang berisi keberatan-keberatan dan tuntutan hak atas tanah baik terhadap status tanah, prioritas maupun kepemilikannya dengan harapan dapat memperoleh penyelesaian secara administrasi sesuai dengan ketentuan peraturan yang berlaku. Permasalahan dalam penelitian ini: 1)  faktor – faktor apa yang menyebabkan penyelesaian sengketa tanah dilakukan melalui putusan perdamaian oleh pengadilan? 2) Bagaimana penyelesaian sengketa tanah melalui putusan perdamaian oleh pengadilan (Studi Kasus Putusan Pengadilan Negeri Demak Nomor: 5/PDT.G/2018/PN.DMK).  3) Bagaimana perlindungan hukum terhadap para pihak Pasca Putusan Pengadilan Negeri Demak Nomor: 5/PDT.G/2018/PN.DMK? Metode pendekatan yang digunakan dalam penelitian ini yaitu metode pendekatan yuridis normatif, spesifikasi penelitian  adalah deskritif  analitis, sumber dan jenis data yaitu data primer yang dilakukan dengan metode wawancara, dan data sekunder yang dilakukan dengan studi pustaka/dokumen, analisis data yang digunakan penelitian ini adalah analisis kualitatif. Hasil penelitian: 1) Faktor biaya perkara mahal dan penyelesaian sengketa yang lambat menyebabkan penyelesaian sengketa dilakukan melalui putusan perdamaian oleh pengadilan., 2) Putusan Pengadilan Negeri Demak Nomor 5/Pdt.G/2018/PN.Dmk memenuhi asas-asas/prinsip-prinsip dalam eksekusi putusan perkara perdata. 3) Perlindungan hukum terhadap pemegang hak atas tanah, berdasarkan perkara No. 5/Pdt.G/2018/PN.Dmk yaitu sebagai Penggugat (ahli waris sah Almarhum H.S.Supardi) sudah mendapat perlindungan sesuai dengan hukum yang berlaku.

Partners for PKM (Community Service) activities are community groups from RT.03 Pondok Rangon, East Jakarta. There are several problems faced by partners to be used as a background for implementing PKM activities. As for the various problems, they include: 1. Many urban people who live in the RT.003 area do not update their data to the local RT head; 2. Service delays and public complaints due to invalid data; 3. Incomplete complaint and service files; 4. There are other activities of public stakeholders that make them not in place. Therefore, the PKM team offers a solution that forms the basis of the goal to overcome the problems of PKM partners. The main objective of PKM activities is to utilize information technology (google form) to support services and complaints from RT residents. 009 Pondok Rangon Village, Cipayung, East Jakarta. The method for implementing PKM activities is online training with reference to the material developed by the PKM Team. Outcomes from PKM activities are: 1. Research Report; 2. Journal Articles; 3. Appropriate technology for the community in the form of improving soft skills; 4. The service process and public complaints are faster and more efficient by utilizing the Google Form.

Pemerintah mempunyai kewajiban dalam memberikan pelayanan unntuk masyarakat ditingkat pemerintah pusat dan daerah dengan baik. Dalam melaksanakan standar pelayanan publik, para aparatur pemerintah diminta agar dapat bekerja dengan professional, efektif, dan efisien. Salah satu pelayanan publik oleh pemerintah ditingkat paling dasar adalah pemerintah kelurahan. Salah satu pelayanan pemerintah di tingkat desa adalah di Desa Gesikan kecamatan Gantiwarno Kabupaten Klaten. Artikel ini akan membahas mengenai penerapan standar pelayanan publik di Desa Gesikan menggunakan metode deskriptif kualitatif.     Berdasarkan hasil pengabdian masyarakat yang dilakukan, dapat disimpulkan bahwa standar pelayanan publik di Desa Gesikan sudah berjalan baik yang didasarkan pada dasar hukum, persyaratan, sistem, mekanisme dan prosedur, produk pelayanan, biaya, waktu penyelesaian, Jumlah pelaksana, kompetensi pelaksanaan, sarana dan fasilitas, jaminan keamanan dan keselamatan pelayanan, penanganan pengaduan saran dan masukan, pengawas internal, jaminan pelaksana, evalusai kinerja pelaksanaan.

Adapun latar belakang penulis ini ialah objek wisata Pantai Air Manis merupakan destinasi wisata alam yang terkenal dengan sejarah batu Malin Kundang. Banyak sekali spot foto kekinian yang dikombinasikan dengan keindahan alam yang membuat wisatawan baik di dalam negeri maupun dari mancanegara berkunjung ke Pantai tersebut. Padahal destinasi wisata Pantai Air Manis tidak menyediakan pemandu wisata. Hal inilah menjadi menarik peneliti untuk meneliti bagaimana Strategi yang digunakan oleh PSM dalam mempertahankan eksistensinya serta bagaimana hambatannya?. Metode penelitian yang penulis gunakan ialah kualitatif dengan pendekatan deskriptif. Melalui tahap penelitian yaitu observasi, wawancara dan dokumentasi serta menggunakan teknik analisis data. sehingga dapat mengetahui bagaimana strategi komunikasi PSM, faktor penghambat dalam menerapkan strategi komunikasi dalam mempertahankan eksistensi objek wisata Pantai Air Manis Kota Padang. Hasil penelitian yang penulis temukan menunjukan bahwa Strategi komunikasi Staff Humas PERUMDA PSM dalam mempertahankan eksistensi Pantai Air Manis Kota Padang yaitu menggunakan strategi komunikasi tidak lansung dengan pemanfaatan instagram seperti (postingan foto dan video, hashtag,waktu postingan dan angelshoot foto/video) dan juga Layanan Pengaduan Pengunjung. Selain itu, sarana kegiatan promosi yang digunakan oleh staff humas PERUMDA PSM Pantai Air Manis Kota Padang yaitu memasang spanduk di area yang strategis dan mudah di lihat, kegiatan promosi dari mulut ke mulut dan melaksanakan event-event.  Adapun faktor penghambat terdapat dua yaitu faktor internal dan faktor eksternal.

Fakta bahwa perlindungan hukum terhadap korban masih kurang, dikarenakan masih adanya hambatan dalam upaya perlindungan hukum bagi korban trafficking perlu adanya upaya-upaya yang konkrit agar lebih optimal memberikan perlindungan kepada korban trafficking. Tujuan penelitian ini untuk mengetahui bentuk perlindungan hukum bagi korban perdagangan orang dan upaya dalam mengoptimalkan perlindungan hukum korban perdagangan orang. Penelitian ini menggunakan penelitian hukum yuridis empiris. Sumber data yang digunakan oleh penulis adalah data primer dan data sekunder dengan menggunakan teknik pengumpulan data dilakukan melalui wawancara kepada pihak PPT Seruni dan Unit II Subdit IV Ditreskrimmum Polda Jateng guna mendapatkan informasi data yang lebih akurat serta melalui kepustakaan. Bentuk perlindungan hukum korban trafficking dalam hasil penelitian yang diberikan oleh pihak PPT Seruni meliputi 5 (lima) layanan dasar, yaitu : layanan pengaduan; pendampingan dan bantuan hukum; layanan medis; rehabilitasi; layanan reintegrasi sosial dan pemulangan. Sedangkan bentuk perlindungan hukum korban trafficking yang diberikan oleh Kepolisian berupa : pelaporan/pengaduan korban; diberitahukan bentuk perlindungan dan hak- hak korban; dalam kesaksiannya dapat didampingi advokat/pendamping lainnya; dirahasiakan identitas; proses penyelidikan dilakukan di RPK dan ditangani oleh penyidik khusu; menyediakan tempat perlindungan rumah aman/shelter. Untuk optimalnya perlindungan hukum korban sangat diperlukan meningkatkan komitmen lembaga/instansi; penyuluhan hukum dan sosialisasi dalam menyampaikan informasi terkait tindak pidana perdagangan orang di masyarakat; lebih melibatkan aparat penegak hukum dalam permohonan dan pengumpulan bukti penuntutan restitusi dan kompensasi; pemenuhan hak korban; menggabungkan permohonan restitusi dan kompensasi saat penyelidikan. Kata Kunci : Optimalisasi, Perlindungan Hukum, Korban Perdagangan Orang