Evaluasi Kebijakan Penggunaan Aplikasi Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional Pada Dinas Komunikasi Informatika Statistik Dan Persandian Kota Pekanbaru

Arni Tamara, Wa Ode (2022) Evaluasi Kebijakan Penggunaan Aplikasi Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional Pada Dinas Komunikasi Informatika Statistik Dan Persandian Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Based on Law Number 25 of 2009 concerning Public Services, it is stated that the Government is obliged to provide the widest possible access to the public regarding inputs and complaints in the public service process. The presence of the SP4N LAPOR application in the community so that the complaint handling process becomes effective and provides resolution, which will affect the community in contributing to realizing good government and strengthening the function of its public service. However, in its implementation, the SP4N LAPOR application has not been effective, because there are obstacles such as a lack of response, coordination, and socialization by the Government as the party providing services to the community. This study uses the theory of Dunn (2003) with indicators 1) Effectiveness 2) Efficiency 3) Adequacy 4) Smoothing 5) Responsiveness 6) Accuracy. In the method used in this study, namely the qualitative method, in this study, there were 5 informants and 1 key informant consisting of public officials and the community. The results of this study, which refers to the 6 indicators of policy evaluation theory according to Dunn, that the policy in the use of the SP4N LAPOR application in Pekanbaru City, cannot be said to be successful. As for the things that need to be improved, it is preferably in its implementation that it must be carried out optimally starting from the response, coordination, and socialization carried out by the Pekanbaru City Government.

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