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Penelitian ini dilatarbelakangi oleh tuntutan peningkatan kualitas pelayanan publik melalui transformasi digital pada bidang perizinan di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kota Medan. Aplikasi SIPANDU dikembangkan sebagai inovasi pelayanan perizinan berbasis elektronik guna mewujudkan pelayanan yang efektif, efisien, transparan, dan akuntabel. Namun dalam pelaksanaannya masih ditemukan kendala teknis sistem, keterbatasan fitur pengaduan, serta belum meratanya kemampuan masyarakat dalam memanfaatkan layanan digital. Penelitian ini bertujuan untuk mengetahui dan menganalisis efektivitas aplikasi SIPANDU dalam meningkatkan layanan perizinan di DPMPTSP Kota Medan menggunakan metode penelitian kualitatif deskriptif. Data dikumpulkan melalui observasi, wawancara semi terstruktur, dan dokumentasi dengan melibatkan 13 informan yang terdiri dari pimpinan, pengelola sistem, dan masyarakat pengguna SIPANDU. Analisis data dilakukan menggunakan model interaktif Saldana yang meliputi reduksi data, penyajian data, serta penarikan kesimpulan dan verifikasi dengan bantuan perangkat lunak NVivo. Hasil penelitian menunjukkan bahwa aplikasi SIPANDU secara umum cukup efektif dalam meningkatkan layanan perizinan di DPMPTSP Kota Medan, terutama pada dimensi manfaat bersih, kepuasan pengguna, kualitas informasi, dan kualitas layanan, meskipun masih terdapat kelemahan pada dimensi kualitas sistem dan penggunaan, khususnya terkait kemudahan penggunaan, keandalan sistem, waktu respons, kelengkapan informasi, pemerataan penggunaan aplikasi, dan fitur pengaduan. Dengan demikian, SIPANDU telah memberikan kontribusi positif terhadap peningkatan pelayanan publik, namun masih memerlukan penyempurnaan teknis dan operasional agar pelayanan perizinan dapat berjalan lebih optimal. Kata Kunci: efektivitas, SIPANDU, pelayanan perizinan, DPMPTSP, pelayanan publik, e-government, sistem informasi

Pelayanan publik merupakan salah satu indikator penting dalam menilai kualitas penyelenggaraan pemerintahan. Dalam upaya mewujudkan tata kelola pemerintahan yang baik (good governance), Pemerintah Provinsi DKI Jakarta mengembangkan Sistem Pelayanan Terpadu Satu Pintu (PTSP) sebagai inovasi pelayanan yang terintegrasi dan berbasis digital. Penelitian ini bertujuan untuk menganalisis penerapan prinsip-prinsip good governance yang meliputi transparansi, akuntabilitas, responsivitas, efektivitas dan efisiensi, serta partisipasi pada Sistem Pelayanan Terpadu Satu Pintu (PTSP) DKI Jakarta. Penelitian menggunakan pendekatan kualitatif deskriptif dengan metode studi pustaka (library research). Data diperoleh melalui penelusuran jurnal ilmiah, peraturan perundang-undangan, laporan kinerja instansi pemerintah, dokumen resmi DPMPTSP Provinsi DKI Jakarta, serta berbagai sumber literatur yang relevan. Analisis data dilakukan menggunakan model interaktif Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa prinsip transparansi telah diterapkan melalui penyediaan berbagai kanal informasi dan pengaduan yang mudah diakses masyarakat. Prinsip akuntabilitas tercermin dari capaian kinerja organisasi yang seluruh indikatornya mencapai target dengan predikat sangat berhasil. Responsivitas diwujudkan melalui sistem pengelolaan pengaduan berbasis quick response. Efektivitas dan efisiensi terlihat dari tingginya indeks kepuasan masyarakat serta optimalisasi pelayanan berbasis digital. Sementara itu, prinsip partisipasi diwujudkan melalui pelibatan masyarakat dalam evaluasi pelayanan melalui Survei Kepuasan Masyarakat. Dengan demikian, penerapan prinsip-prinsip good governance pada PTSP DKI Jakarta secara umum telah berjalan dengan baik dan mendukung peningkatan kualitas pelayanan publik.

Penelitian ini bertujuan menganalisis peran Otoritas Jasa Keuangan (OJK) dalam mendorong investasi syariah melalui fungsi regulator, pengawas, pelindung konsumen, penjaga stabilitas sistem keuangan, serta edukasi dan literasi keuangan. Metode yang digunakan adalah kualitatif dengan pendekatan studi pustaka dan analisis tematik. Hasil kajian menunjukkan bahwa OJK berperan strategis dalam menciptakan ekosistem investasi yang aman dan berkelanjutan. Regulasi yang adaptif meningkatkan kepastian hukum dan kepercayaan investor, sementara pengawasan memastikan kepatuhan terhadap prinsip kehati-hatian dan syariah. Perlindungan konsumen dilakukan melalui pengawasan praktik investasi dan penanganan pengaduan, sedangkan stabilitas sistem keuangan dijaga melalui koordinasi dengan Bank Indonesia dan Lembaga Penjamin Simpanan. Selain itu, edukasi dan literasi keuangan syariah berperan dalam meningkatkan pemahaman dan partisipasi masyarakat. Namun, terdapat tantangan berupa rendahnya literasi keuangan syariah, perkembangan fintech yang pesat, serta kesenjangan implementasi regulasi. Oleh karena itu, diperlukan kebijakan yang adaptif dan sinergi antar pemangku kepentingan.

Public service is a key indicator in evaluating local government performance; however, various service issues continue to generate increasing public complaints. This study aims to analyze trends in public complaints, identify the most frequently reported institutions, and examine the types of maladministration and the status of complaint resolution through the Ombudsman of the Republic of Indonesia in South Sulawesi Province during 2023–2025. This study offers novelty by providing an integrated analysis of complaint trends, distribution of reported institutions, types of maladministration, and resolution outcomes based on Ombudsman data at the regional level. This research employs a qualitative approach using document analysis, with public complaint reports as the unit of analysis. Data were analyzed through data reduction, data display, and conclusion drawing. The results indicate that local governments are the most frequently reported institutions (55.1%), with dominant maladministration types including procedural deviations and prolonged delays. Several complaints were proven to involve maladministration and were resolved through the Ombudsman’s supervisory mechanism. These findings highlight that public complaints serve as an important instrument in enhancing accountability and transparency in public service delivery. Therefore, local governments need to strengthen service standards, improve the capacity of public officials, and develop more effective complaint management systems.

The development of information technology has encouraged improvements in public service quality, including at the village government level. In Sunggal Kanan Village, Sunggal District, Deli Serdang Regency, the process of submitting public complaints and aspirations is still carried out manually, resulting in issues related to documentation, transparency, and follow-up actions. This study aims to design and develop a web-based Village Public Complaint and Aspiration Information System using the Rapid Application Development (RAD) method. The RAD method was chosen because it emphasizes fast system development through iterative stages involving active user participation, namely Requirements Planning, User Design, Construction, and Cutover. Data collection techniques included observation, interviews, and literature studies. The developed system provides features such as user registration and login, complaint and aspiration submission forms, report status tracking, and an admin dashboard for managing and following up on reports. The results show that the system improves efficiency, transparency, and accountability in managing public aspirations. Through this system, citizens can submit reports online without visiting the village office and monitor their report status in real time. The implementation of the RAD method proved effective in delivering a system that meets user needs within a relatively short development time.

This study aims to design and develop a waste complaint information system at the Environmental Agency of West Sumba Regency to improve the effectiveness of public services. The current problem lies in the manual complaint process, which leads to delays in handling reports, poor data documentation, and limited service transparency. This research employs a qualitative descriptive approach with data collection techniques including observation, interviews, and documentation studies. The system development adopts the Waterfall method, which consists of requirement analysis, system design, implementation, testing, and maintenance stages. The system is modeled using Unified Modeling Language (UML), including use case diagrams, activity diagrams, and sequence diagrams to provide a structured representation of the system. This approach is considered effective as it ensures a systematic and well-organized development process. The results indicate that the developed system facilitates the public in submitting complaints online and assists the agency in managing complaint data in an integrated manner. Furthermore, the system enhances response time, transparency, and service efficiency. Therefore, this waste complaint information system can serve as a technological solution to improve the quality of public services.

The rapid advancement of Information and Communication Technology (ICT) has accelerated the digital transformation of public services, including land administration. However, public complaint services at the Land Office of Southwest Sumba Regency still encounter challenges such as unstructured complaint procedures, manual data processing, risk of data loss, and limited public access to clear information. These issues highlight the need for an innovative and accessible complaint information system. This study aims to design and implement a chatbot-based public complaint service information system to enhance accessibility, transparency, and service effectiveness. A qualitative research method with a system development approach was applied. Data were obtained through interviews, observations, and documentation. The system was developed using a rule-based approach with a Finite State Machine (FSM) algorithm and implemented through the Typebot.io platform. The findings indicate that the chatbot provides structured, consistent, and user-friendly information, reduces manual workload, and improves public readiness before submitting complaints directly, while supporting future integration and system enhancement.

Health services at the Puskesmas (Community Health Center) are an important sector directly related to the community. However, there are still various challenges in patient data management and handling complaints that can hinder service efficiency. One of the efforts to improve service quality is by developing a complaint information system that can efficiently manage and record patient complaints. This study aims to develop a complaint information system for services at the Puskesmas Waimangura using the Prototype method. This method was chosen because of its ability to produce system prototypes that can be immediately tested and developed according to user needs. The system is designed to allow patients to submit complaints related to the services received, as well as enabling Puskesmas staff to follow up on and record each complaint systematically. With the implementation of this system, it is expected to increase efficiency in managing complaint data, speed up problem resolution processes, and improve accuracy in recording patient and complaint data. The results of prototype testing show that this system simplifies the complaint process and provides convenience for staff in following up on patient complaints. The implementation of this information system is expected to improve the quality of services at Puskesmas Waimangura and accelerate responses to issues faced by patients.

This research aims to analyze the implementation of the "Jalak Wadul Mas" (Jawa Timur Layanan Pengaduan Warga dan Dukungan Masyarakat/East Java Citizen Complaint Service and Community Support) innovation program in improving the welfare of people with social welfare problems (PMKS) in East Java Province. The Social Service of East Java Province developed this program as an integrated digital platform for complaint handling, social assistance distribution, and empowerment of vulnerable groups. Using the policy implementation theory from Edward III, this study examines four critical factors: communication, resources, disposition, and bureaucratic structure. This qualitative research employs a descriptive approach, with data collected through in-depth interviews, observation, and documentation at the Social Service of East Java Province during June-August 2025. Informants include program managers, field social workers, PMKS beneficiaries, and community stakeholders. The results indicate that the Jalak Wadul Mas program has successfully served 45,678 PMKS across 38 districts/cities in East Java, with a 78% complaint resolution rate and average response time of 3 working days. The program integrates multiple services, including emergency assistance, rehabilitation referrals, skills training, and economic empowerment. Key success factors include strong leadership commitment, adequate technology infrastructure, and collaborative networks with community organizations. Challenges remain in human resource capacity, internet connectivity in remote areas, and cross-sectoral coordination. This study recommends strengthening digital literacy training for beneficiaries, expanding mobile service units, developing real-time monitoring dashboards, and establishing sustainable funding mechanisms.

The public complaint system is an important facility for the police institution to improve the quality of public services, particularly in receiving, processing, and following up on various reports and complaints from the public. However, in practice, the complaint process is still largely carried out manually, such as through face-to-face interactions, paper-based forms, or direct communication that is not well documented. This gives rise to problems such as delays in handling, difficulties in tracking the history and status of reports, low work efficiency of officers, and limited transparency of information for reporters. These problems ultimately affect the level of public trust in the police institution. This study aims to design a web-based public complaint information system that supports a more structured, measurable, and transparent complaint management process. This system is designed by implementing the Kanban method as a workflow management tool that allows for prioritization, monitoring the handling process, and tracking the status of complaints in real time. The research methods include a literature review related to information systems and the Kanban method, direct observation of the existing complaint process, interviews with stakeholders, system requirements analysis, modeling using UML (Use Case Diagram, Activity Diagram, Sequence Diagram), and database design using Entity Relationship Diagram (ERD). The results of this research resulted in the design of a web-based public complaints information system that can facilitate complaint data recording, report management and status updates, task assignments to officers, performance monitoring, and complaint status notification to the public.

Pelayanan prima merupakan faktor penting dalam meningkatkan kepuasan dan kepercayaan masyarakat terhadap organisasi penyedia layanan publik, termasuk perusahaan daerah air minum. PDAM Surya Sembada Kota Surabaya sebagai badan usaha milik daerah menghadapi tuntutan yang semakin tinggi dalam memberikan pelayanan yang cepat, tepat, dan responsif kepada pelanggan. Penelitian ini bertujuan untuk menganalisis implementasi pelayanan prima pada unit customer service PDAM Surya Sembada Kota Surabaya serta mengidentifikasi faktor pendukung dan penghambat dalam penerapannya. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui wawancara mendalam, observasi langsung, dan studi dokumentasi. Informan penelitian terdiri dari petugas customer service, supervisor pelayanan, dan pelanggan PDAM. Hasil penelitian menunjukkan bahwa pelayanan prima telah diimplementasikan melalui dimensi sikap, perhatian, tindakan, kemampuan, dan tanggung jawab. Namun demikian, masih terdapat kendala berupa keterbatasan sumber daya manusia, tingginya beban kerja, serta fluktuasi jumlah pengaduan pelanggan. Penelitian ini memberikan implikasi praktis bagi peningkatan kualitas pelayanan publik dan menjadi referensi bagi pengelola BUMD dalam mengembangkan strategi pelayanan prima yang berkelanjutan.

Public complaint services are an essential part of public service delivery in supporting the government’s rapid response to various social issues and emergency situations. In West Tanjung Jabung Regency, public complaint services are provided through the HALO USTAD 112 Call Center managed by the Department of Communication and Informatics. However, the existing service still faces several limitations, including the lack of optimal integration in complaint data management, inadequate documentation of reports based on regional classifications, and limited capabilities in storing and retrieving complaint data. This study aims to optimize the HALO USTAD 112 Call Center service through the design of a mobile-based public complaint information system, so that the processes of receiving, managing, and monitoring reports can be carried out more effectively and in a structured manner. The system development applies the Waterfall method, which consists of requirement analysis, system design, implementation, and testing stages. The designed information system includes key features such as user and admin login, complaint submission, report management and verification, report monitoring, statistical visualization of complaint data, and regional-based report recapitulation. The application is developed using the Flutter framework with the Dart programming language, while Supabase is utilized as the backend integrated with a PostgreSQL database. The results of this study are in the form of a system design and prototype that are expected to improve the quality of public complaint services and support more accurate, integrated, and efficient data management.

This research aims to design and develop a web-based public complaints application aimed at improving the quality of public services at the Wanokaka Sub-district Office. This application was developed to facilitate the public in submitting various types of service-related complaints, while also providing a mechanism for monitoring the resolution status in a more transparent and accountable manner. The development method used was the System Development Life Cycle (SDLC), which includes the stages of needs analysis, system design, implementation, and functional testing. The resulting system includes key features such as a complaint form, status notifications, complaint history, and a dedicated dashboard for officers to manage and follow up on reports. The results indicate that this application not only accelerates the complaint handling process but also improves the effectiveness of communication between the public and the sub-district. With this application, the complaints process becomes more structured and responsive, and is expected to increase public trust in the quality of public services in Wanokaka Sub-district.

The development of information technology plays an important role in improving the quality of public services, including the processes of public complaints and grant submissions. Currently, these services at the Welfare Section of Situbondo Regency are still carried out manually, which often causes recurring problems such as delayed verification, lack of transparency in decision-making, and difficulties in data archiving and retrieval. These challenges not only slow down administrative processes but also reduce public trust in government services. Therefore, the design of a web-based information system is considered crucial to support the implementation of e-government and to ensure more effective, efficient, and accountable services. This study aims to design an integrated web-based information system that facilitates both public complaints and grant submissions within one platform. The research method applied is Object Oriented Analysis and Design (OOAD), which emphasizes systematic analysis and modeling using the Unified Modeling Language (UML). The analysis phase includes identifying system requirements, business process modeling, and defining functional and non-functional needs. The design phase produces various models such as business process design, input-output forms, application architecture using a three-tier structure, UML diagrams (use case, activity, class, and sequence diagrams), and database modeling. The results of this research are expected to provide a system design that improves the speed of service delivery, enhances transparency through real-time status tracking, reduces the risk of data loss by implementing digital archiving, and increases efficiency in the verification process. Overall, the proposed system design contributes to strengthening good governance practices in Situbondo Regency and serves as a reference for similar developments in other local government institutions.

Pelayanan informasi publik di Desa Teluk Sikumbang masih dilakukan secara manual dan terbatas, seperti melalui mading atau pengumuman lisan. Kurangnya pemanfaatan teknologi menyebabkan informasi yang disampaikan tidak tersebar secara efektif kepada masyarakat. Penelitian ini bertujuan untuk merancang sistem informasi desa berbasis web yang dapat meningkatkan efisiensi penyampaian informasi dan mempermudah masyarakat dalam mengakses informasi publik desa. Metode yang digunakan adalah metode waterfall, dan bahasa pemrograman PHP dan database Mysql dengan tahapan analisis kebutuhan, desain sistem, implementasi, hingga pengujian menggunakan black box testing. Hasil dari penelitian ini berupa sistem informasi berbasis web yang memuat modul beranda, profil desa, berita, pengumuman, galeri, pengaduan, dan kontak. Sistem ini diharapkan mampu menjadi solusi dalam pelayanan informasi.

Administrative services for correspondence and public complaints in villages are still largely handled manually, resulting in challenges in efficiency, speed of service, and poorly documented records. These issues are crucial to address to ensure better organized and responsive public services at the village level. This study aims to develop a website-based correspondence and complaint system accessible to the public and village officials. This study utilizes the Laravel Framework and Waterfall system development techniques. The results demonstrate that the system successfully simplifies the digital submission process for letters and complaints, and assists village officials in verifying and documenting data more efficiently. Based on implementation and testing, the system is considered effective and feasible to use, even though it is still operating locally. Therefore, it is recommended that the system be continuously developed, its features enhanced, and its online implementation be implemented immediately to provide broader benefits. This study aims to develop a website-based correspondence and complaint system accessible to the public and village officials. With this system, the public can submit letters and complaints digitally without having to visit the village office in person. This system also makes it easier for village officials to verify and document incoming complaints and letters in a more organized and efficient manner. The system development method used is the Waterfall method, which has clear and structured stages in each system development process. The results of this study indicate that the developed system successfully facilitates the digital submission of letters and complaints, which was previously done manually. The verification and documentation processes by village officials have also become more structured and efficient.

The Department of Women's Empowerment and Child Protection (DP3A) of Nabire Regency is responsible for implementing government tasks related to women's empowerment and child protection. However, the existing complaint handling process is still manual, leading to inefficiencies. This research aims to develop a web-based public complaint system using the Agile method to improve service quality. The development process follows Agile principles, emphasizing iterative development and stakeholder collaboration. The resulting system allows the public to submit complaints online, track their status, and receive timely responses. The implementation of this system is expected to enhance transparency, accountability, and responsiveness in handling public complaints.

Bullying is a persistent social issue frequently found in school settings and remains a concern in many countries. This study was initiated based on observations at SMPN 17 Pekanbaru, where numerous students were found to have experienced bullying. The purpose of this community service program was to introduce and promote a digital reporting platform for junior high school students, designed to be safe, interactive, and evidence-based, thereby enabling victims or witnesses to report incidents more easily. The methods applied included socialization, practical demonstration, and evaluation, involving 40 students as participants in the program. The intervention introduced the “BeSafe” website, which aims to provide a secure and user-friendly channel for reporting bullying anonymously and independently. The findings indicate that the website achieved a usability score of 82.2%, categorizing it as highly feasible and appropriate for use among adolescents. Furthermore, BeSafe was able to offer comfort, security, and accessibility for students in addressing bullying cases. An evaluation carried out one month after the program revealed that 20 bullying complaints had been successfully submitted through the platform, showing its effectiveness in encouraging students to speak up and utilize digital solutions without fear of exposure. In conclusion, the BeSafe platform is proven to be suitable as a medium for reporting bullying cases and holds significant potential to support preventive measures in schools. Beyond serving as a reporting tool, it can also act as an educational and protective medium that fosters a safer, more inclusive, and supportive school environment, ultimately contributing to the broader efforts of reducing bullying and enhancing students’ psychological well-being.

SP4N-LAPOR is a platform developed by the Ministry of Administrative and Bureaucratic Reform to facilitate the public in submitting complaints, aspirations, and suggestions related to public services. The number of SP4N-LAPOR! reports in Tanjungpinang City was 252 reports from 2019 to 2023. In 2023, the number of reports increased by 73. Based on data and information gathered during the preliminary research, out of the 73 reports, 54 were completed, 12 were processed, and 7 were archived. The increase in the number of reports prompted the researcher to examine the effectiveness of the resolution process. The research question in this study is: How effective is the resolution of public grievances and complaints through online services in the city of Tanjungpinang in 2023? This study aims to analyze the effectiveness of the resolution of public aspirations and complaints online at several agencies in Tanjungpinang City in 2023. The theory used in this study is Campbell J.P.'s theory, which consists of four aspects: program success, target success, input and output levels, and overall goal achievement. The method used is a qualitative approach. The research results from the program success indicators show that the steps taken in verifying and resolving reports are in accordance with the SP4N-LAPOR! SOP. In the target success indicators, the researcher found that all complaint reports for 2023 have been completed. Although there are still some unfinished reports on the SP4N-LAPOR! website, they are still being followed up by the relevant agencies.

Responsive public service plays a crucial role in building public trust in police institutions, particularly in handling citizen complaints. This study aims to examine the responsiveness level of Mojokerto Police Resort in managing public complaints and the factors influencing it. The research adopts a qualitative descriptive approach, utilizing data collection methods such as in-depth interviews, direct observations, and document studies. Participants include officers from the Integrated Police Service Center (SPKT), Women and Children Service Unit (PPA), community members who have filed complaints, as well as community leaders and NGOs involved in overseeing public services. Data analysis was conducted using Miles and Huberman’s model, which includes data reduction, presentation, and conclusion drawing. The findings reveal a varied level of awareness among the community regarding complaint channels, as well as differences in ease of access. Physical channels such as suggestion boxes and direct reporting at police stations are more familiar and accessible but face challenges related to communication effectiveness and evidence collection. Meanwhile, online platforms like social media and the official website are less recognized by the public, compounded by limited digital literacy and internet access in certain areas. Furthermore, the complaint handling process needs to be straightforward, transparent, and professional to ensure that the community feels respected and confident in the service. Factors affecting responsiveness include response speed, ease of access across multiple channels, and the professionalism of officers handling cases. Perceptions of transparency and openness in procedures also significantly influence community trust. Strategically, Mojokerto Police Resort has made efforts to develop digital complaint systems and enhance staff capabilities. However, further improvements are necessary in community education and awareness programs to increase familiarity and confidence in digital channels. The significance of high responsiveness is reflected in its strategic benefits, such as early identification of security disturbances, strengthening police legitimacy, and improving overall public service quality. Effective responsiveness fosters better relationships between officers and the community, enhances trust, and contributes to a safer and more orderly environment. Therefore, adopting modern, innovative, and technology-based complaint systems should be prioritized to reform police services. Overall, the responsiveness of Mojokerto Police Resort’s complaint handling system serves as a key indicator for the success of quality and equitable public services. By improving officer professionalism, infrastructure, and community outreach, it is expected that Mojokerto Police can enhance responsiveness, reinforce community trust, and deliver excellent, transparent, and accountable services. Such efforts not only improve the police institution’s reputation but also strengthen democratic foundations and social justice in the Mojokerto region.