ANALISIS PENERAPAN APLIKASI SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL (SP4N) LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT (LAPOR) DALAM PELAKSANAAN PELAYANAN PUBLIK BERBASIS E-GOVERNMENT DI DINAS KOMUNIKASI, INFORMATIKA, STATISTIK DAN PERSAND

Abstrak / Ringkasan

This study aims to analyze the implementation of E-Government-based public services in the application of the National Public Service Complaint Management System (SP4N) application of the People's Online Complaint Aspiration Service (LAPOR!), as a national product of E-Government services in Indonesia, which provides a service for submitting all aspirations and complaints from the public in one door that is responsive and resolved thoroughly and guarantees a "No Wrong Door Policy", one of which is operated by the Bekasi City Communication, Informatics, Statistics and Signage Office (DISKOMINFOSTANDI) since 2020. As an effort to improve the quality of public services and realize a modern government system based on E-Government for all people in Bekasi City. This research was conducted using the theory from the results of studies and research by the Harvard JFK School of Government on the three elements of success that must be considered in implementing digitalization in the public sector / E-Government (Indrajit, 2006: 13-15), namely Support, Capacity, Value. The results of the study show that the implementation of the National Public Service Complaint Management System (SP4N) application of the People's Online Aspiration and Complaint Service (LAPOR!) has not run optimally due to various reasons, such as the socialization of the program that has not been evenly carried out to the public at large, websites that often occur bugs/errors, there are reports that have not been followed up, and there is no sanction. This research uses a descriptive qualitative method with a case study approach, where data sources are obtained secondarily from reliable literature such as articles, research journals, e-books, documentation, and data at related institutions that are relevant to the subject matter of the research.

Keywords: SP4N LAPOR!, E-Government, Diskominfostandi, Public Services

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