Responsive public complaint service innovation:The JAKI Application case in DKI Provincial Government

Authors

  • Deasy Ernawati Politeknik STIA LAN Jakarta https://orcid.org/0000-0003-2510-4167
  • Raden Dwiarto Politeknik STIA LAN Jakarta
  • Yulia Nurul Aini Politeknik STIA LAN Jakarta
  • Asropi Asropi Politeknik STIA LAN Jakarta
  • Noviana Dwi Harsiwi University of New South Wales

DOI:

https://doi.org/10.26905/pjiap.v8i1.9136

Keywords:

Community complaints, JAKI, JAKLAPOR, Smart city

Abstract

JAKLAPOR is one of the features in the DKI Provincial Government’s JAKI application, which serves as the official complaint channel for DKI residents. The public has lodged complaints after using the JAKI application. However, there are numerous flaws in the JAKI application that can impede public use of the JAKLAPOR feature. The purpose of this study is to ascertain the level of public satisfaction with the JAKLAPOR feature. This study employs a mixed methods approach with an explanatory sequential mixed methods design. The quantitative and qualitative methods are used sequentially in this design to produce a comprehensive study on community satisfaction with the JAKLAPOR feature. The study’s findings indicate that the community is pleased with the JAKLAPOR feature as a channel for public complaints. In this case, the informant felt that the UPTD responded quickly enough to public complaints reported through JAKLAPOR. Rapid response accompanied by reasonably good completion quality. However, JAKPLAPOR service improvement must be continuous, including more intensive public outreach about the existence of the JAKLAPOR feature in the JAKI application.

Author Biographies

Deasy Ernawati, Politeknik STIA LAN Jakarta

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Raden Dwiarto, Politeknik STIA LAN Jakarta

  

Yulia Nurul Aini, Politeknik STIA LAN Jakarta

  

Asropi Asropi, Politeknik STIA LAN Jakarta

  

Noviana Dwi Harsiwi, University of New South Wales

  

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Published

2023-07-28

How to Cite

Ernawati, D., Dwiarto, R., Aini, Y. N., Asropi, A., & Harsiwi, N. D. (2023). Responsive public complaint service innovation:The JAKI Application case in DKI Provincial Government. Publisia: Jurnal Ilmu Administrasi Publik, 8(1), 1–13. https://doi.org/10.26905/pjiap.v8i1.9136

Issue

Vol. 8 No. 1: April 2023

Section

PUBLISIA: Jurnal Ilmu Administrasi Publik

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