Pelaporan melalui Website Lapor.go.id Diskominfo dalam Meningkatkan Kualitas Pelayanan Publik pada Masyarakat di Kota Medan

Abstract

This research is titled Reporting Through the Lapor.go.id Website by Diskominfo in Improving the Quality of Public Services for the Community in Medan City. The purpose of this study is to examine how reporting through the Lapor website, managed by the Communication and Information Office (Diskominfo) of Medan City, can help improve the quality of public services. This study uses a qualitative research method. The theory applied is the Excellence Theory of Public Relations developed by James E. Grunig and Todd Hunt, which is based on three main components of excellent communication: knowledge core, shared expectation, and participative culture. The study involved six informants, consisting of five main informants and one triangulation informant. Data were collected through interviews, observations, and literature studies. The results show that the Lapor website makes it easier for the public to submit reports without having to visit government offices in person. Although the response to reports is not always fast and the resolution of complaints is still limited, three out of five informants expressed satisfaction with the availability of this platform. This indicates that the public appreciates the innovation of technology-based public services. However, challenges remain, such as the lack of public outreach, slow response to incoming reports, and limited public understanding of how to use the platform. This research is also analyzed with the Excellence Theory of Public Relations, which emphasizes the importance of two-way symmetrical communication in building relationships between organizations and their publics. The Lapor website represen202ts a good initial step toward creating effective communication between the government and the public, although improvements in various areas are still needed to enhance the quality of public services in Medan City.