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All Journal Dia: Jurnal Administrasi Publik Gema Publica : Jurnal Manajemen dan Kebijakan Publik The Indonesian Journal of Public Administration (IJPA) Dinamika Governance : Jurnal Ilmu Administrasi Negara Pinisi Business Administration Review Jurnal DIALEKTIKA : Jurnal Ilmu Sosial Journal Publicuho Indonesian Research Journal on Education Jurnal Ilmu Administrasi Negara Journal of Social Contemplativa Al-Zayn: Jurnal Ilmu Sosial & Hukum PESHUM Jurnal Pendidikan dan Sosial Humaniora
Agung, Magda Faradiba Mauludia
Universitas Pembangunan Nasional Veteran Jawa Timur
Religion Arts Humanities Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Physics Social Sciences Other

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Complaint Handling Performance in the Jogja Smart Service: Responsiveness and SOP Compliance Arsianita Nur Fattah; Asmansyah Asmansyah; Muhammad Lukman Hakim; Magda Faradiba Mauludia Agung
Pinisi Business Administration Review Volume 8 Number 1, March 2026
Publisher : Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26858/pbar.v8i1.76402

Abstract

The development of e-government has encouraged the use of digital applications in public services, including citizen complaint systems. The Yogyakarta City Government developed the Jogja Smart Service (JSS) to facilitate online reporting, monitoring, and resolution of public complaints. However, delays in response and several complaints that are not consistently followed up on remain. This study aims to analyze the performance of the JSS complaint service, focusing on staff responsiveness, follow-up mechanisms, and compliance with standard operating procedures (SOP). This research employed a descriptive qualitative approach, using in-depth interviews, limited observation, and document reviews of complaint records and related regulations. Data were analyzed through reduction, presentation, and conclusion drawing. The findings show that JSS improves service accessibility and simplifies complaint recording, yet responsiveness remains uneven across implementing agencies. Follow-up mechanisms function, but the duration of case resolution and documentation of evidence are not always consistent. Compliance with SOP remains partial, particularly for complaints that require cross-agency coordination. In conclusion, the JSS complaint service performs moderately effectively but requires improvements in responsiveness, standardized follow-up procedures, and stricter enforcement of SOPs. These findings provide insights for improving digital complaint management in local government.
Evaluation of The Availability of Service Facilities and Infrastructure for Persons with Disabilities in Public Service Malls in Gresik Regency Alviatus Solicha; Intan Trianjani Putri; Latifah Liristyani; Lintang Nurcahyani; Magda Faradiba Mauludia Agung
Jurnal Dialektika: Jurnal Ilmu Sosial Vol. 24 No. 2 (2026): Jurnal Dialektika: Jurnal Ilmu sosial
Publisher : Pengurus Pusat Perkumpulan Ilmuwan Administrasi Negara Indonesia (PIANI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63309/dialektika.v24i2.1137

Abstract

Inclusive public services in Gresik Regency still face challenges because several accessibility facilities for people with disabilities at the Public Service Mall (MPP) are not yet functioning optimally, indicating a gap between the standards of excellent service and their implementation in the field. This study aims to evaluate the availability of facilities and infrastructure supporting services for people with disabilities at the Public Service Mall in Gresik Regency. This study used a qualitative method with an evaluative approach. Data were obtained through interviews with the Gresik Regency Public Service Mall, including officials managing public service facilities and infrastructure, employees providing services to people with disabilities, and people with disabilities as service users. The data analysis was based on the CIPP evaluation model by Daniel Stufflebeam (1966), which encompasses context, input, process, and product aspects. The results indicate that the Gresik Regency MPP has provided accessibility facilities and special services for people with disabilities, although implementation has not been fully optimized because the needs of each type of disability have not been fully accommodated.Keywords: Facilities and Infrastructure, Public Services, People with Disabilities.
Implementasi Pengelolaan Arsip pada Bidang Pembinaan dan Pengawasan di Dinas Pemberdayaan Masyarakat dan Desa Kabupaten Sidoarjo Deasy Rizki Masruroh; Magda Faradiba Mauludia Agung
Khatulistiwa: Jurnal Pendidikan dan Sosial Humaniora Vol. 6 No. 1 (2026): Maret : Khatulistiwa: Jurnal Pendidikan dan Sosial Humaniora
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/khatulistiwa.v6i1.10352

Abstract

Proper archives management is a fundamental requirement in government administration systems to ensure the availability of authentic and accountable information. This community service activity aims to improve the quality of archives management in the Development and Supervision Sector at the Community and Village Empowerment Service of Sidoarjo Regency through technical assistance in archives arrangement. The method used was a qualitative descriptive approach with stages including initial condition observation, coordination with partners, and implementation of technical actions including document sorting, packaging into boxes, labeling with uniform format, and arrangement in storage rooms. The results showed a change in conditions from irregularly piled archives to organized archives in labeled boxes with consistent identities, thereby improving ease of retrieval and access control of archives. This activity also established new work practices in the form of sorting habits, uniform labeling, and recorded lending mechanisms. The implication of this activity is the formation of a foundation for a more transparent and accountable archives management system, although it still requires improvement through the preparation of archive lists per box and alignment with the official archive classification code of Sidoarjo Regency Government.
Co-Authors Alviatus Solicha Arsianita Nur Fattah Asmansyah Asmansyah Deasy Rizki Masruroh Eka Firdatul Fauziyah Elsandra Veronika Putri Erwing Wahyu Millensyah Firman Firman Hanif, Nita Aribah Intan Trianjani Putri Latifah Liristyani Lintang Nurcahyani Maharani Putri Bahari Muhammad Lukman Hakim Muhammad Lukman Hakim, Muhammad Lukman Mumtaza, Naula Putri, Intan Trianjani Rani, Berliana Mustika Rengga Puspita, Arum Hayu Rizky Nurhidayat Perdana Rosita, Alifia Reza Sari, Sarah Meirina Zahra, Tania Aulia