PUBLIC COMPLAINT HANDLING SYSTEM IN SERVICE DELIVERY POLICY AT THE DEPARTMENT OF POPULATION AND CIVIL REGISTRATION
DOI:
https://doi.org/10.47918/n23fy860Keywords:
Public Complaints, Complaint Handling, Public Service, Administrative Responsiveness, Civil RegistrationAbstract
This study aims to analyze the public complaint handling system within the service delivery policy of the Boalemo Regency Department of Population and Civil Registration, with particular attention to complaint mechanisms, institutional responses, and their contribution to responsive public services. The study employed a qualitative descriptive design. Data were obtained from four purposively selected informants consisting of two institutional officials and two community members. Data were collected through observation, semi-structured in-depth interviews, and documentation, and were analyzed through data organization, reduction, categorization, interpretation, and conclusion development, supported by source triangulation. The findings show that the institution has established service standards for population and civil registration services, including specified processing times for document services and document corrections. However, the implementation of these standards is not always consistent, particularly due to employee time discipline. The institution has also provided complaint-handling mechanisms, including a complaint room, suggestion box, supporting facilities, and direct explanations to citizens regarding service-related problems. Nevertheless, these mechanisms have not been fully aligned with community needs because complaint handling remains closely connected to the consistency of service implementation and the effectiveness of follow-up actions. The study concludes that strengthening complaint handling requires an integrated approach linking service standards, employee discipline, complaint responses, and continuous service improvement to promote more responsive and citizen-oriented public services.
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