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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 examines the effectiveness of public service management in Ponorogo Regency's transport sector, focusing on the performance gap between traffic asset conditions (signs, traffic lights) and formal maintenance policies. This gap indicates a non-proactive maintenance cycle, exacerbated by limited resources and low organisational responsiveness to public complaints. Employing a qualitative case study grounded in a synthesis of Edwards III's Policy Implementation Theory and the New Public Service (NPS) perspective, the core findings confirm that frontline officials' low proactive disposition mediates policy implementation failure. Instead of proactive responsiveness (anticipating minor damage), officials often exhibit passive responsiveness (acting only after major incidents or reports), leading to a critical breakdown in which administrative procedures are completed but the public outcome remains poor. The novelty of this research lies in proposing a Proactive and Participatory Governance Model. This model necessitates the institutionalisation of Public Involvement (Participation) to enhance transparency and shift asset performance evaluation from output-oriented to outcome-oriented. The study concludes that the optimal model for the Ponorogo Transportation Department is the synergy between agile asset management and NPS principles (proactive and participatory) to enhance public service effectiveness.

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.

Tax extensification through the Policy of Integrating the Population Identification Number into the Taxpayer Identification Number is a new breakthrough of the Directorate General of Taxes which comes from the many public complaints about the number of government identity numbers that need to be owned, therefore the Single Identification Number (SIN) will be implemented between the Population Identification Number and the Taxpayer Identification Number. This research was conducted to find out how the Tax Extensification of the Population Identification Number Policy becomes a Taxpayer Identification Number in order to increase compliance of individual taxpayers at the West Bekasi Pratama Tax Service Office in 2022. This research method uses a qualitative descriptive method. The results of this study indicate that the implementation of Extensification on the existence of the Population Identification Number policy into a Taxpayer Identification Number has been able to increase the number and compliance of taxpayers. However, there are still obstacles in the form of many taxpayers who feel complicated by the matching process due to differences in data in the Population Identification Number and in the Taxpayer Identification Number which affects the initial process in the form of matching has not been fully achieved, and there is still a lack of tax education owned by taxpayers. And some of the ways that can be done to help Extensification of this policy is to conduct intensive and equitable socialization and counseling by utilizing technology and social media so that the education and information conveyed can be received by taxpayers.

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.

This study aims to examine the quality of public services at the Population and Civil Registration Office (Disdukcapil) of Pohuwato Regency using the SERVQUAL model, which comprises five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This research was conducted in response to persistent public complaints regarding slow service processes, long queues, limited facilities and infrastructure, network disruptions, as well as insufficient information and uncertainty concerning service completion time. The study employed a descriptive qualitative approach through observation, interviews with Disdukcapil employees and community members, and documentation. The findings indicate that the quality of public services has not yet been optimal. The Tangibles dimension remains weak due to inadequate service facilities. Reliability has not been fully achieved as a result of delays in document issuance and system disruptions. Responsiveness among service officers is inconsistent in addressing public complaints. In terms of Assurance, officers demonstrate adequate professionalism; however, transparency in procedures and service timelines remains inconsistent. Meanwhile, in the Empathy dimension, attention to the community particularly vulnerable groups still needs improvement. Overall, the public services provided by Disdukcapil Pohuwato have not fully met community expectations and require improvements in facilities, staff competence, and the effectiveness of service systems.

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.

This study aims to explore structuration within the gatekeeping process of the Patroli news program in an episode reporting a case sexual violence aired on Indosiar. The research adopts a qualitative approach using the case study method. Data were collected through in-depth interviews and content analysis of the episode covering a case sexual assault committed by a resident doctor at Dr. Hasan Sadikin hospital, Bandung. The key informant in this study was the executive producer of the Patroli news program. This research employs two theoretical frameworks: Anthony Giddens’ structuration theory and Joseph A Devitto’s gatekeeping theory. The findings reveal that the Patroli news team enforces strict editorial control to avoid regulatory sanctions or public complaints. The program complies with the national journalistic standards, specifically the P3SPS broadcasting guidelines and the journalistic code of ethics. The Study concludes that Giddens’ three dimension of social structure signification, domination and legimitation are evident in the gatekeeping process, these structure, alongside the concept of gatekeeping as the filtering of news content, play significant role in shaping how sensitive criminal cares are selected and presentend to the public.  

This study aims to determine and analyze employee performance in improving services at the Population and Civil Registration Office of Gorontalo City. Viewed from the following aspects: (1) Performance Quality, (2) Punctuality, (3) Initiative, (4) Ability, and (5) Communication. This research method uses a Qualitative Approach with a Descriptive type. Data collection techniques used in this study are observation, interviews, and documentation. The results of the study indicate that employee performance is generally good, as seen from the existence of friendly, clear service, and the use of technology to support the administrative process. However, there are still several obstacles, especially related to limited service infrastructure and network disruptions that hinder the speed of service. From the aspect of performance quality, employees have attempted to provide services according to standards, although document errors are still found due to the lack of accuracy from the public in completing files. The timeliness of service is relatively optimal, supported by the implementation of a maximum service standard of 24 hours. From the initiative side, employees have been quite responsive to public complaints. Employees' ability to operate service applications is good. Meanwhile, the communication aspect has been running effectively through the delivery of information that is easy to understand, a persuasive attitude, and the use of supporting media such as pamphlets and banners.

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.

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.    

This study examines the universal concept of human rights as fundamental to all individuals. Human rights reflect dignity, equality, autonomy, and legal protection, and must be ensured by the state. Although broadly accepted, continuous education and public awareness—especially for marginalized groups—remain essential. In Gorontalo Province, the Ministry of Law and Human Rights’ Regional Office plays a pivotal role in responding to alleged human rights violations through its Community Communication Services Program, as regulated by Ministerial Regulation No. 23 of 2022. Using an empirical legal approach, the study gathers data through literature reviews, legal documents, and interviews with relevant stakeholders. Findings show that the Regional Office serves as a key constitutional institution promoting access to justice and upholding legal protections. Its activities include handling public complaints, forming investigative teams, and coordinating with law enforcement and legal aid bodies. Legal aid—both state-sponsored (pro deo) and volunteer-based (pro bono)—emerges as a crucial tool for promoting justice, especially for the underprivileged. The structured complaint mechanism under Ministerial Regulation No. 23 of 2022 strengthens the state’s role in ensuring equality before the law and fulfilling its constitutional obligations to protect human dignity and human rights.

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.

The dissemination of information that cannot be proven true or what is often called fake news is very vulnerable today. In reporting, the press has a responsibility in the event of an objection to a news report. Based on the Press Law, the press is obliged to serve the right of reply and the right of correction to public complaints about press coverage. Regarding fake news in Indonesia, the regulations are contained in the Criminal Code, ITE Law, Broadcasting Law and other laws. This research aims to find out the regulations that become the legal umbrella for victims of fake news perpetrated by the press and the extent to which the press is responsible for fake news in the news. The research method used is a literature study using primary, secondary and tertiary legal materials.

The aim of this research is to find out how to improve population administration services in Buleleng Regency through the use of the Aku Online-NG website which will be implemented in 2022, where in its implementation there are still several obstacles. Using qualitative descriptive research. Data sources are primary data and secondary data. The data collection techniques used were interviews, documentation and observation. Data analysis techniques are data reduction, data presentation and drawing conclusions. The problem in this research is in the form of public complaints about the variety of features and performance of the Aku Online-NG website. The theory used is e-government with a service quality measurement method called egovqual. Guided by the Presidential Regulation of the Republic of Indonesia Number 95 of 2018 concerning Electronic-Based Government Systems. Based on the research results, it can be concluded that in the ease of use dimension, the department has provided very good convenience and the community has also made things easier with this innovation. The reliability dimension shows good results which can be seen from the opinions of the public who feel this website is very reliable. The trust dimension has been implemented well, where the security of public data is guaranteed with the JSON Web Token (JWT) security system. The content & appearance of information dimensions have not been running optimally due to the lack of service features related to the movement of families from outside the district to within the district. In the dimension of functionality of the interaction environment, it is not yet fully maximized because some people still feel that filling out forms is rather difficult through online-based services. Then the last dimension, namely citizen support, has gone quite well, but there are still shortcomings, namely the lack of outreach carried out by the department to the community. It is hoped that the results of this research can be utilized as needed by relevant agencies and for further research.

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.

The digitalization of public services improves efficiency, openness, and accessibility, particularly in the administration of public grievances. Information and communication technology facilitates effective, rapid, and responsive complaint resolution while safeguarding user data security. This strategy promotes public engagement using digital channels, including web applications, social media, and unified online complaint mechanisms. Nonetheless, issues such as the digital divide, technological proficiency, and infrastructure preparedness must be resolved. This study utilizes a literature review methodology, employing documentation methodologies and content analysis. The results indicate that the use of e-Government in Indonesia has markedly enhanced the efficiency, openness, and accountability of public services. The use of technology enhances the administration of public grievances in accordance with principles of good governance and current rules. However, issues with infrastructure, human resources, and community engagement remain. To optimize its beneficial effects, initiatives should concentrate on improving technology infrastructure, advancing human resource skills, and amplifying public awareness of the advantages of e-Government. These approaches intend to enhance the system's efficacy in providing high-quality and responsive public services.

This research aims to explain the management control of public street lighting (PJU) in Tanjungpinang City. PJU is an important element in creating safety and comfort for the community in economic, social and traffic activities. However, not all areas in Tanjungpinang have been covered by PJU facilities, and many PJUs are damaged. This research uses the control theory by T. Hani Handoko (2010) which consists of 1) Feedforward control, 2) Concurrent control, and 3) Feedback control. The research method used is qualitative with data collection techniques of observation, interview, and documentation. The results showed that PJU management control in Tanjungpinang City was not optimal. In feedforward control, there are obstacles such as the lack of community participation in PJU development planning. In concurrent control, coordination between the community, the Housing, Settlement Areas, Cleanliness and Parks Office, consultants, PLN, and contractors has not been optimal. While in feedback control, the lack of community participation in reporting damage and maintenance of PJU is only done based on reports or surveys with priority on protocol roads. Routine supervision is limited due to limited human resources, and response to public complaints is slow. This study concludes that the improvement of PJU management requires good planning and active community participation.

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.

Children are an asset of the nation that needs to be well prepared, because the future of this country or nation is determined by the child or the young generation. Given this, then the legal protection of children is very important to do. Areas that need protection for children are religious, health, education, social and special fields. In order to realize or realize the protection of children, the Indonesian Child Protection Commission was established. The Commission has the duty to supervise the implementation of the protection and fulfillment of the Rights of the Child; provide input and suggestions in the formulation of policies on the implementation of Child Protection; Collect data and information on Child Protection; receiving and conducting a review of public complaints regarding violations of the Rights of the Child; Mediate the dispute over Child Rights violations; Cooperate with institutions established by the Community in the field of Child Protection, and report to the authorities on the alleged violation of this Law. " Keyword: Protection, child, law.