Article Per Year (5 Year)
p-Index From 2021 - 2026
0.562
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This Author published in this journals
All Journal International Journal of Information Techonology and Education (IJITE)
Evi E. Masengi
Master Program in Public Administration, Universitas Negeri Manado, Indonesia
Computer Science & IT Other

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Complaint Service Delivery through SAPA 129 at the Regional Technical Implementation Unit for Women and Child Protection in North Sulawesi Province Graceiella R. Tadung; Evi E. Masengi; Steven V. Tarore
International Journal of Information Technology and Education Vol. 5 No. 2S (2026): Special Issue, April 2026
Publisher : JR Education

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Abstract

The study focuses on the low use of the SAPA 129 digital complaint channel in comparison with direct reporting, even though violence against women and children remains a serious public issue, and digital complaint services are expected to provide safer, faster, and more accessible reporting mechanisms. Using a descriptive qualitative approach, the original research gathered data through interviews, observation, and documentation involving provincial officials, UPTD PPA personnel, SAPA 129 operators, service users, and community representatives. This research reorganizes the research result into the structure of an academic journal research and strengthens the presentation of findings through adapted tables and research result-based figures. The findings show that the service has functioned relatively well in terms of officer responsiveness and service procedure. Officers are able to receive complaints, verify identity and chronology, conduct initial assessment, and direct follow-up according to the needs of victims. Nevertheless, the use of SAPA 129 remains very low because public knowledge of the service is limited, socialization is uneven and intermittent, some users still prefer face-to-face interaction, the number of operators is insufficient, and internet connectivity sometimes disrupts the digital service process. The study argues that SAPA 129 should not be treated merely as a technological channel, but as a human-centered protection service that requires a communication strategy, adequate staffing, reliable infrastructure, inter-agency coordination, privacy assurance, and a hybrid service model. Strengthening the service, therefore, requires simultaneous improvement in outreach, staff capacity, digital infrastructure, case-management coordination, and community trust
Digital Administrative Services through E-Office in the Regional Secretariat of North Sulawesi Province Indra F. Sarundajang; Evi E. Masengi; Steven V. Tarore
International Journal of Information Technology and Education Vol. 5 No. 2S (2026): Special Issue, April 2026
Publisher : JR Education

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This research analyzes the implementation of digital administrative services through E-Office in the Regional Secretariat of North Sulawesi Province. The study uses a descriptive qualitative approach to examine service capability, service optimality, user satisfaction, and determinant factors influencing digital administrative performance. Data were obtained through observation, interviews, and documentation, and analyzed through data condensation, data display, and conclusion drawing. The findings show that E-Office has improved the management of official documents, dispositions, incoming letters, and outgoing letters by making processes more orderly, faster, and more traceable. Nevertheless, the service has not yet reached optimal quality because of unstable internet connectivity, aging devices, uneven employee competence, dependence on specific operators, limited user access, delayed information updates, and inconsistent standard operating procedure implementation. Users generally feel assisted by the system, but satisfaction remains uneven because document status and completion time are not always clear. The determining factors include technological infrastructure, human resource quality, system advantages, and procedural consistency. Strengthening infrastructure, continuous training, system improvement, and procedure enforcement are required to create a more effective, efficient, transparent, and accountable digital administrative service
Protocol Division Roles in Facilitating Regional Head Activities: A Public Management Study at a Regional Secretariat Martina Jovyta Adonia Sampul; Evi E. Masengi; Steven V. Tarore
International Journal of Information Technology and Education Vol. 5 No. 3 (2026): June 2026
Publisher : JR Education

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This article analyzes the role of the Protocol and Leadership Communication Division in facilitating the official activities of a regional head within a city regional secretariat. Although protocol work is often perceived as ceremonial, the findings show that it operates as a strategic public management function involving coordination, agenda governance, event arrangement, and field assistance for the regional head. Using a qualitative descriptive approach, data were obtained from interviews, observation, and documentation and were analyzed through the interactive model of data condensation, data display, and conclusion drawing. The study found that the protocol division contributed substantially to the smoothness of regional-head activities through structured cross-agency coordination, rapid formal and informal communication, systematic agenda management, technical event preparation, and direct leadership assistance in the field. However, implementation was constrained by delayed information from organizing agencies, sudden schedule changes, incomplete technical data, limited protocol personnel when activities occurred simultaneously, and different perceptions among agencies regarding protocol standards. The article argues that the protocol function should be understood not only as ceremonial support but also as an integrative administrative mechanism that connects leadership mobility, organizational coordination, public symbolism, and service quality. The recommended improvement strategy includes strengthening integrated digital agenda management, standardizing cross-agency operating procedures, improving early notification discipline, building protocol contingency capacity, and institutionalizing documentation-based coordination. The article contributes to public administration by demonstrating how protocol management supports administrative effectiveness, leadership legitimacy, and the operational quality of local government activities.
Co-Authors Graceiella R. Tadung Indra F. Sarundajang Martina Jovyta Adonia Sampul Steven V. Tarore