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All Journal Bridge: Jurnal Publikasi Sistem Informasi dan Telekomunikasi
RA Emay Kus Wijayanti
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Computer Science & IT

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Transparansi Digital dan Strategi Humas Diskominfo Kabupaten Sukoharjo dalam Pengelolaan Pengaduan melalui SP4N-LAPOR RA Emay Kus Wijayanti; Esfandani Peni Indreswari; Rahmat Wisudawanto
Bridge : Jurnal Publikasi Sistem Informasi dan Telekomunikasi Vol. 4 No. 3 (2026): Agustus : Bridge : Jurnal Publikasi Sistem Informasi dan Telekomunikasi
Publisher : Asosiasi Profesi Telekomunikasi Dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/bridge.v4i3.988

Abstract

Digital transformation in public services encourages government institutions to adopt integrated complaint management systems to improve transparency and accountability. One of the national complaint platforms implemented at the regional level is SP4N-LAPOR. This study aims to analyze the digital transparency and complaint management process through SP4N-LAPOR at the Department of Communication and Informatics of Sukoharjo Regency. The research uses a qualitative descriptive approach through in-depth interviews, observation, and documentation. Informants consisted of the SP4N-LAPOR technical administrator and the Head of Public Information and Communication Division. The results show that complaint management integrates automated digital systems with manual coordination mechanisms between regional government agencies. Complaints are validated, categorized, and distributed to relevant agencies within 24 hours through a WhatsApp coordination group. Monitoring and reporting are supported by a real-time dashboard that records complaint statistics, response time, and completion rates. This integration strengthens transparency and accountability in public service delivery. However, several challenges remain, including delays in updating complaint status within the system despite faster field completion. This gap indicates the need for synchronization between operational work and digital reporting. Overall, SP4N-LAPOR contributes to strengthening digital governance through structured complaint handling, inter-agency coordination, and measurable performance monitoring.
Co-Authors Indreswari, Esfandani Peni Rahmat Wisudawanto