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Optimalisasi Pelayanan Publik Melalui Layanan Pengelolaan Pengaduan Berbasis Sambat Online (Studi Pada Dinas Komunikasi Dan Informasi Kota Malang)

Nugroho, Ardi (2019) Optimalisasi Pelayanan Publik Melalui Layanan Pengelolaan Pengaduan Berbasis Sambat Online (Studi Pada Dinas Komunikasi Dan Informasi Kota Malang). Bachelors Degree (S1) thesis, Universitas Muhammadiyah Malang.

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Abstract

In public service society is the important element in giving judgement of service quality, government is demanded to fulfil society’s expectation in giving the best public service. The society thinks that the demand which they want in public service is still under expectation, complex procedure, limitation in facilities, not informative and transparent. Through service innovation Sambat Online is a step by the government in developing the concept of E-government which purposes is to be able to fix the quality of public service to become better, transparent, accountable, and to create a new society which understands about technology. The objective of the study is to understand the mechanism of Sambat Online service on Malang city in optimizing public service through online-based complaint management service which can be seen from 6 indicators, and to find out what troubles are faced by information and communication services on Malang city and society in applying Sambat Online. The result of the study which is obtained in this research is that on the process of optimizing public service through complaint management Sambat Online has an easy way to understand in submitting complaint through Website and SMS. The deployment of complaint information which is done by the officer must be completed responsively according to a predetermined period of time accurately and validly based on the principles of the complaint. Sambat Online has a security system which can protect the confidentiality of data information from the people who are trying to access privacy data and has a guarantee of legal certainty in protecting complainants. However on the side of applying Sambat Online has some troubles which are the lack of understanding by the society on systematic of reporting, less valid information and lack of employee in complaints management officers which impacts on performance responsibility.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410050311085
Thesis Advisors: Hevi Kurnia Hardini (0718078201), Krishno Hadi (0007116501)
Keywords: public service,optimization, inoovation, complaint manegement
Subjects: H Social Sciences > H Social Sciences (General)
J Political Science > JS Local government Municipal government
Divisions: Faculty of Social and Political Science > Department of Government Sience (65201)
Depositing User: 201410050311085
Date Deposited: 21 Aug 2019 06:38
Last Modified: 21 Aug 2019 07:07
URI : http://eprints.umm.ac.id/id/eprint/49928

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