EVALUASI PENERAPAN PELAYANAN PENGADUAN SAMBAT ONLINE DI KOTA MALANG (STUDI: DINAS KOMUNIKASI DAN INFORMATIKA KOTA MALANG)

The aim of the Sambat Online innovation is to make it easier for the public to make complaints, suggestions, criticize or give appreciation to service providers in Malang City via the website or SMS. In its implementation, Sambat Online refers to Malang Mayor Regulation Number 19 of 2010 concerning the Implementation of Complaint Handling Services in the Malang City Environment. Along with the large number of public complaints coming in, problems arose regarding the slow handling of complaints made by the relevant regional apparatus. Therefore, to ensure that this system functions optimally and in accordance with the regulations that have been established, it is necessary to evaluate the implementation of Online Sambat. Considering the indicators of success, an effective online complaint service must be able to handle complaints quickly and appropriately and provide adequate solutions.
This research method uses a qualitative descriptive method which uses William N Dunn's Policy Evaluation Model theory as the basis for this research. There are 6 (six) indicators to evaluate the implementation of the Sambat Online complaint service. Of the six indicators, namely effectiveness, efficiency, coverage, alignment, responsiveness and accuracy. The data sources obtained are primary data and secondary data. The type of data produced is qualitative data obtained from data collection through observation, interviews and documentation.
The results of this research indicate that the Sambat Online complaint service has been implemented in accordance with Malang Mayor Regulation Number 19 of 2010. Where the management of the Sambat Online complaint service has fulfilled the principles and principles stated in the Regulation. Apart from that, there was also an increase in the number of complaints and speed of response. Then in 2022 the average response time will be in accordance with the time period specified in the regulations.