Efektivitas Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional Layanan Aspirasi Pengaduan Online Rakyat di Dinas Komunikasi dan Informatika Labuhanbatu

Abstract

Labuhanbatu Regency has launched a program from the ministry of state apparatus utilization-bureaucratic reform, namely an online-based forum for public complaints through an application that was issued and introduced to the Labuhanbatu community since 2018 and will be increasingly realized in 2024, the program is known as the National Public Service Complaint Management System ( SP4N)–People's Online Aspiration and Complaints Service (LAPOR) or also called the LAPOR application which can be accessed and downloaded via Playstore or AppStore. This application was created directly by the central government as a forum for the public to provide any criticism or suggestions regarding government services and performance. This research uses descriptive research methods with a qualitative approach. Data collection techniques were carried out by means of interviews, observation and documentation carried out at the Labuhanbatu Communication and Informatics Service. The data obtained was then analyzed qualitatively by reviewing all the data collected, which was supported by the results of interviews. The aim of this paper is to look at the effectiveness of the National Public Service Complaint Management System, the People's Online Complaint Aspiration Service at the Labuhanbatu Communication and Information Service, using the theoretical approach put forward by Dancun (2021) that effectiveness can be measured through three dimensions, namely, Goal Achievement, Integration and Adaptation. Through this research, it can be seen that the effectiveness of the National Public Service Complaint Management System for the People's Online Complaint Aspiration Service at the Labuhanbatu Communication and Information Service has been implemented quite well, but is still in the adjustment stage so there are various difficulties in MenPAN-RB regulation No. 24 of 2014. The Communication and Informatics Department has not carried out optimal outreach in introducing the LAPOR application to the public evenly, the application is difficult to use so it gets a poor rating because people think the application is not user friendly.