<![CDATA[Digital transformation in local government administration serves as a means to improve the quality of public services, expand public participation, and strengthen government accountability. One such application is the digital-based public complaint system, "WargaKu," developed by the Surabaya City Government. This application provides a platform for citizens to voice their aspirations, criticisms, suggestions, and complaints regarding the delivery of public services. While digitalization has the potential to facilitate interaction between the public and the government, the success of a digital complaint policy depends not only on the availability of an application but also on human resource capacity, clear communication, the commitment of those implementing the policy, and coordination among local government agencies. This article aims to analyze the implementation of the digital-based complaint policy via the WargaKu application, utilizing George C. Edwards III’s policy implementation model, which encompasses four key variables: communication, resources, disposition, and bureaucratic structure. The study employs a literature review methodology, analyzing national and international articles, , and relevant laws and regulations. The analysis indicates that the WargaKu application has the potential to broaden access for submitting complaints and enhance government responsiveness. Based on the framework provided by George C. Edwards III, the study identifies the equitable dissemination of information, the adequacy of resources, consistent commitment from implementers, and effective bureaucratic coordination as the most critical aspects that require continuous strengthening.]]>
