Community Complaint Services Through Electronic Complaint Channels in Increasing the Effectiveness of Government Affairs Compulsory Basic Services

Abstract

Democracy requires the government to provide channels for citizens to voice complaints about public services that do not meet expectations, serving as a form of societal oversight. The new public service paradigm emphasizes that the government should serve citizens, not just engage in transactions, and public complaints become important feedback in efforts to improve service quality. However, in Jakarta, the handling of complaints through electronic channels is still suboptimal, reflecting the need for improvements in the local government's commitment to more effective public service delivery. This study aims to analyze public complaint services, supporting and inhibiting factors, and electronic service models to improve the effectiveness of mandatory basic service government affairs in the Special Region of Jakarta. The research method is descriptive qualitative, with data collected from observations, interviews, Focus Group Discussions (FGDs), and documentation studies. Data analysis was conducted through data reduction, data presentation, and drawing conclusions. The study's findings indicate that 1) Electronic public complaint services in Jakarta are not yet optimal in terms of efficiency, availability, fulfillment, privacy, responsiveness, compensation, and contact; 2) Supporting factors include the availability of complaint devices and platforms, while infrastructure, human resources, and public literacy are inhibiting factors; 3) The SERVICOM (Service Improvement through Complaint Management) model was developed with recommendations for filtering and clarifying reports to enhance service effectiveness. The implications of the research findings emphasize the importance of communication, coordination, and improving the competence and responsiveness of CRM officers, along with recommendations to enhance human resources (HR).