GOVERNANCE OF PUBLIC SERVICE COMPLAINT HANDLING THROUGH THE JABAR SABER HOAKS
Abstract
Public service complaints are an important instrument in realizing transparent, participatory, and accountable governance. This study aims to analyze the governance of public service complaints through the Jabar Saber Hoax website as a communication medium between the community and the West Java Provincial Government. The research method used was qualitative descriptive with data collection techniques in the form of observation, interviews, and documentation during the internship at the Jabar Saber Hoax Unit. The result of the study show that the Jabar Saber Hoax website supporting transparency, public participation, and accurate information delivery through a digital-based complaint system. In its implementation, there are still several obstacles, such as limitation of people’s digital literacy, delays in responding to complaints, and limited supporting features on the website. Therefore, it is necessary to strengthen the complaint management system, increase human resources and develop more inclusive and resnponsive features to increase the effectiveness of public service complaint and strengthen public trust in digital-based government services.
Keywords
References
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DOI: http://dx.doi.org/10.31258/jkp.v17i1.8967
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