Implementasi Sistem Penanganan Pengaduan Pekerja pada Website Siduta di Kantor Dinas Ketenagakerjaan Kota Medan

Abstract

Background: In the era of globalization and advances in information technology, many organizations and government institutions are starting to adopt digital systems to improve the quality, efficiency and accessibility of their services. Objective: This research was conducted to find out how the worker complaint handling system is implemented on the SIDUTA website at the Medan City Manpower Office. Method: The research was conducted using qualitative methods, conducting interviews and observations with relevant informants at the Medan City Employment Service. Results: The implementation of handling worker complaints on the SIDUTA website at the Medan City Employment Service has been implemented well, as can be seen from its implementation in accordance with BAPPENAS regulations regarding the elements contained in the implementation of the complaint handling system. Apart from that, there were several obstacles found in handling complaints on the SIDUTA website, namely related to the lack of socialization about the SIDUTA website to workers, problematic website servers, inappropriate form filling, and the inability to track complaint handling by workers who made complaints. Conclusion: Handling of employee complaints has been carried out effectively and efficiently as seen from the number of data on incoming complaints that have been resolved along with positive responses from several workers regarding complaint handling.