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All Journal Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Jurnal Arajang
Bewinda, Riezka Novia
Unknown Affiliation
Arts Humanities Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

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Revisiting E-Government Services in the Provincial Government of DKI Jakarta: A Case Study on the Management of Public Complaints Bewinda, Riezka Novia; Prabowo, Hadi; Indrayani, Etin; Gatiningsih, Gatiningsih
Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Vol. 9 No. 2 (2024): December 2024 - Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia
Publisher : Ikatan Sarjana Komunikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25008/jkiski.v9i2.1123

Abstract

The government is increasingly using e-government to increase the efficiency of public services. This involves giving the community access to conveniently accessible electronic-based complaint communication methods. Thirteen electronic and non-electronic public complaint channels are available through the Provincial Government of the Special Region of Jakarta. The research objective is to delineate how the Jakarta Special Region Provincial Government has employed electronic-based channels for public complaint communication and to pinpoint the constituent elements involved in this approach. In-depth stakeholder interviews and Focus Group Discussions (FGDs) are two qualitative methodologies used in this research analysis to identify themes from the NVIVO coding data. The study's findings demonstrate that electronic-based public complaint communication channels improve accessibility, transparency, and response time for complaints. In addition, this circumstance facilitates the public's ability to express their goals and enables the government to pinpoint issues more precisely and swiftly. This demonstrates how crucial technology plays in fostering efficient and successful government communication.
BIBLIOMETRIC ANLYSIS: PENGARUH REFORMASI BIROKRASI TERHADAP PELAYANAN PENGADUAN MASYARAKAT Bewinda, Riezka Novia
Jurnal Arajang Vol 5 No 1 (2022): Jurnal Arajang Volume 5 Nomor 1 Tahun 2022
Publisher : Universitas Sulawesi Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31605/arajang.v5i1.2093

Abstract

Reformasi birokrasi pada hakikatnya merupakan perubahan mendasar terhadap sistem penyelenggaraan pemerintahan terutama menyangkut aspek-aspek kelembagaan (organisasi), ketatalaksanaan dan sumber daya manusia aparatur. Upaya peningkatan kualitas pelayanan publik salah satunya dengan mengembangkan/membangun sistem Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4NLAPOR). Penelitian ini menggunakan studi biblimometric dengan menggunakann data publikasi melalui publish or perish bersumber dari database google scholar . Pengumpulan data melalui penelusuran terbitan google scholar dengan kata kunci reformasi birokrasi, pengaduan masyarakat . Dari data menggunakan publish or perish dari tahun 2020 hingga 2022 diperoleh data yang kemudian direduksi menjadi 890 jurnal. Kemudian dengan menggunakan VOS Viewer diperoleh 3 cluster dengan beragam tingkatan kejenuhan, hubungan derta kebaruan. Melalui studi bibliometrik, diperoleh bahwa studi mengenai pengaduan, masyrakat, merupakan penelitian yang banyak dilakukan sementara terkait lapor, SKM, IKM masih sedikit dilakukan, sedangkan terkait kebaruan, topik terkait lapor, SKM, IKM banyak diteliti ditahun 2021.
Co-Authors Etin Indrayani Gatiningsih, Gatiningsih Prabowo, Hadi