Efektivitas Layanan Aduan Lapor Bupati Berbasis E-Government di Kabupaten Pekalongan

Abstract

The public service sector is a reflection of the governance of a government. Poor public service delivery will certainly disrupt the stability of government administration because it will affect the level of public trust in the government. The Pekalongan Regency Government created an e-government-based public complaint service system called the Regent's Report, as an effort to improve public services. This study aims to evaluate the implementation of the Regent's Report complaint system in Pekalongan Regency and to find out the factors that influence the implementation of the Regent's Report complaint system in Pekalongan Regency. This research is a qualitative descriptive study. The results of this study indicate that the Evaluation of the Regent's Report complaint system was carried out by reviewing William Dunn's evaluation theory, among others; effectiveness, efficiency, adequacy, alignment, responsiveness, and accuracy. The Pekalongan Regency Government should increase the leveling and responsiveness points because it was found that the majority of the people did not know about the Regent's Report complaint system. The factors that influence the implementation of the district head's report complaint system consist of supporting factors, namely e-government-based systems and adequate infrastructure, and inhibiting factors, namely budget, human resources and implementation standard guidelines.

E-Government di Indonesia: Sebuah Analisis Bibliometrik dan Dampaknya pada Pengembangan Kajian Administrasi Publik

“…Misalnya, aplikasi "Lapor!" memungkinkan warga untuk menyampaikan keluhan dan saran terkait pelayanan publik secara langsung kepada instansi terkait, meningkatkan partisipasi dan responsivitas pemerintah (Pratama et al, 2023). Di bidang kesehatan, aplikasi seperti "PeduliLindungi" telah membantu dalam penanganan pandemi COVID-19 dengan menyediakan informasi terkini dan pelacakan kontak (Pamungkas et al, 2023).…”