The "Sambat Online" application is a digitization of services to make it easier for people to submit complaints. This application serves to accommodate suggestions, criticisms and complaints related to existing services in Malang City. Through the website, there are three routes, namely through the sms route, the website route and the android route. Qualitative was chosen as this research method. The results of this research indicate that the digitization of online splice services in responding to complaints from the people of Malang City is relatively slow because according to the mayor's regulations, complaints are responded to in a maximum of 7 days, however this is done over 1 week to 1 month. This is due to the lack of admin staff on duty to answer these complaints due to rolling deployments within the malang city government asn environment, besides that the lack of synchronization between regional devices has also slowed down responding to complaints from the public. Sambat online adalah digitalisasi pelayanan yang memberikan kemudahandalam menyampaikan keluhan. Aplikasi ini menerima berbagai bentuh keluhan, kritik dan saran untuk menampung saran kritik dan keluhan terkait semua permasalahan yang ditemui di Kota Malang. Sambat online memiliki tiga jalur pengaduan yaitu melalui jalur android, website dan sms. Metode research dalam penelitian ini menggunakan kualitatif. Dimana diperoleh hasil sebagai berikut digitalisasi pelayanan sambat online tergolong lambat karena sesuai peraturan walikota, aduan maksimal direspon 7 hari, namun hal tersebut dilakukan diatas 1 minggu hingga 1 bulan. Hal ini disebabkan karena minimnya pegawai admin yang bertugas untuk menjawab keluhan tersebut karena adanya rolling penyebaran di lingkungan ASN Pemkot Malang, selain itu kurangnya sinkronisasi antar Perangkat Daerah juga menjadi lambatnya merespon keluhan dari masyarakat.