Sistem Pengaduan Masyarakat untuk Meningkatkan Kualitas Pelayanan Publik di Kantor Desa Awang Besar Kecamatan Barabai

Abstract

This research aims to explore the community complaint system in Awang Besar Village, Barabai District, which faces the complexity of public service problems. Using a descriptive qualitative approach, the study involved ten informants consisting of five residents and five village government officials. The data collection method was carried out through in-depth interviews, participation observations, and documentation studies. The results of the study show that the digital transformation of the complaint system has a significant impact on improving the quality of public services. The aspects analyzed include effectiveness, efficiency, adequacy, similarity of service, responsiveness, and accuracy of the complaint system. The implementation of a website-based digital platform and WhatsApp allows for 24/7 complaint filing, real-time tracking, and automated notifications. Despite facing infrastructure and digital literacy challenges, the new system shows increased speed, transparency, and accountability of services. The research recommends improving technological infrastructure, developing human resource capacity, and continuously improving digital systems to optimize public services at the village level.