Inovasi Pelayanan Pengaduan Masyarakat Melalui Aplikasi Wargaku Berbasis Android di Dinas Komunikasi dan Informatika Kota Surabaya

Abstract

One form of effort to improve the quality of public services is to provide broad access to the public to submit complaints on public services provided by the organizers. With this wide access, it is hoped that the community can actively participate in encouraging the realization of excellent public services. Some public services that receive complaints, have not been able to answer complaints submitted from the community to optimally overcome these conditions, it is necessary to make efforts to improve the implementation of public services, especially in complaint services to achieve quality and optimal public services. As an embodiment in this case, it is necessary to make a new breakthrough in public services in the form of innovation. The Wargaku application is a breakthrough for the Surabaya City Government as a form of public service, namely a responsive and informative complaint service. The purpose of this research is to find out, describe and analyze the application of Public Complaint Service Innovation through the Android-Based Wargaku Application at the Surabaya City Communication and Information Office. The type of research used is descriptive qualitative. In this study using data collection techniques in the form of interviews with informants, observations, and documentation. Furthermore, the data analysis model in this study uses an interactive data analysis model consisting of data collection, data presentation, data condensation, and drawing conclusions. The results obtained from this study indicate that the application of the complaint service system through the Wargaku application at the Surabaya Communication and Information Service in service has experienced a good improvement. Then in terms of innovation, the application of public complaints services through the Wargaku application has fulfilled the needs of the community in facilitating complaint services in the city of Surabaya.