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RESPONSIVE GOVERNANCE DALAM PENANGANAN ADUAN MASYARAKAT MELALUI PORTAL LAPORGUB BALAI BESAR PELAKSANAAN JALAN NASIONAL (BBPJN) JAWA TENGAH- DAERAH ISTIMEWA YOGYAKARTA Reina Tri Lenggani; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56795

Public complaint handling is an important indicator in realizing responsive governance. Governments are required to respond to public complaints promptly, accurately, and carefully as a form of citizen-oriented public service. This study aims to analyze the implementation of responsive governance in handling public complaints through the LaporGub! Portal at the National Road Implementation Agency of Central Java–Special Region of Yogyakarta (BBPJN Central Java–DIY) and to identify the inhibiting factors. This research employs a qualitative descriptive method with data collection techniques consisting of in-depth interviews, observations, and documentation. The informants include BBPJN Central Java–DIY officials and related stakeholders involved in complaint management. The findings show that the implementation of responsive governance has been carried out through the utilization of a digital complaint system, particularly in initial responses and report distribution mechanisms. However, the responsiveness demonstrated remains administrative in nature and has not fully focused on substantive problem resolution. The main inhibiting factors include limited human resources, insufficient budget allocation, and lengthy internal bureaucratic processes. This study concludes that improving responsiveness should emphasize follow-up certainty, bureaucratic efficiency, and the substantive fulfillment of public needs.

PROSES KOLABORASI DALAM PENGEMBANGAN DESA WISATA BALONG KECAMATAN JEPON KABUPATEN BLORA Sriajeng Pramugita Salsabilla; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56781

Balong Tourism Village in Jepon District, Blora Regency, has significant tourism potential. However, its development remains hampered by ineffective collaboration between the government, community, and private sector. This study analyzes the collaborative process in tourism village development using a collaborative governance approach, emphasizing the importance of active involvement of all stakeholders. The results indicate that despite ongoing collaboration, the community's role remains limited, government support is suboptimal, and private sector involvement is minimal. The collaboration is primarily driven by the Tourism Awareness Group (Pokdarwis), but this lacks adequate structural support. The collaborative process, which should include face to-face dialogue, trust-building, and commitment to shared goals, remains suboptimal, hampering the achievement of sustainable tourism village management. Strengthening local institutional capacity and implementing more inclusive and structured collaboration are key to the successful development of a more participatory and sustainable Balong Tourism Village.

IMPLEMENTASI KEBIJAKAN PENGEMBANGAN MANAJEMEN SISTEM PEMERINTAHAN BERBASIS ELEKTRONIK (SPBE) KOTA SALATIGA Eirene Laura Juwita Herawati; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56783

This study aims to deeply analyze the implementation of the Electronic-Based Government System (SPBE) policy in Salatiga City and to identify the supporting and inhibiting factors in its execution. SPBE is a strategic initiative by the Indonesian government to achieve clean, effective, transparent, and accountable governance through the integrated use of information and communication technology (ICT). Using a descriptive qualitative approach with a case study method, this research explores the implementation complexities behind quantitative achievements. Data were collected through in-depth interviews with key local government officials, non-participant observation, and document analysis of SPBE-related policies. The findings reveal a paradox: although Salatiga City achieved a "Very Good" rating in the national SPBE Index, the SPBE Management Domain itself shows low performance. Implementation has proceeded gradually, marked by the establishment of institutional structures, the development of digital services, and the integration of information systems. However, the policy's execution still faces serious obstacles, including limited and uneven technological infrastructure, a scarcity of competent human resources in ICT, low digital literacy among officials and the public, and challenges in inter-agency coordination exacerbated by sectoral egos. On the other hand, leadership commitment, clear regulations, and the successful adoption of several national applications are supporting factors. This study concludes that the high SPBE achievement is more superficial and driven by meeting service indicators, while its managerial foundation remains fragile. Strategic strengthening of human resource capacity, increased infrastructure budget allocation, bureaucratic management reform, and active public participation are essential to achieving the goals of SPBE optimally and sustainably.

EVALUASI KEBIJAKAN PERATURAN BUPATI KABUPATEN KUDUS NOMOR 37 TAHUN 2020 TENTANG PENGELOLAAN SISTEM PENGADUAN INTERAKTIF LINTAS SEKTORAL Novan Atthoriq; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56846

The background of this research is based on the importance of digital transformation in improving the quality of public services, particularly through an application-based complaint system that includes SP4N-Lapor, Lapor Gub, and Wadul K1 and K2 integrated in the Kudus Sehat application. Problems found in this study include many complaints that have not been responded to by OPD, there are delays in complaint responses, and dissatisfied responses from Kudus Sehat application users. This study aims to evaluate the implementation of the Kudus Regency Regent Regulation Number 37 of 2020 concerning the Management of Cross-Sectoral Interactive Complaint Systems and analyze the inhibiting factors in the policy evaluation process. This study uses a qualitative approach with descriptive methods. Data collection techniques are carried out through interviews, observations, and documentation studies. The policy evaluation is analyzed using the theory of Bridgman and Davis with input, process, output, and outcome indicators, while factors inhibiting evaluation are analyzed using the theory of William N. Dunn. The results of the study indicate that in terms of process, output, and outcome indicators, the complaint system management policy has been running quite effectively, marked by the transformation of services to digital platforms, increased public participation, and a positive impact in the form of increased certainty of public service information. However, input indicators still reveal limited human resources and inconsistent budget allocations between regional government agencies (OPDs). Furthermore, policy evaluation barriers arise from the setting of performance targets for 1x24-hour complaint responses, which have not been fully achieved. This study recommends strengthening resources and adjusting performance targets to more realistic ones to improve the effectiveness of managing the interactive cross-sectoral complaint system in Kudus Regency..

PEMBERDAYAAN MASYARAKAT DALAM PEMANFAATAN ECENG GONDOK DI DESA KESONGO KECAMATAN TUNTANG KABUPATEN SEMARANG Vinsensia Apriliana Crisindi; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56817

Rawa Pening in Semarang Regency is one of the national priority lakes based on Presidential Regulation No. 60 of 2021. The main problem faced is the massive growth of water hyacinth due to human activities around the lake, which has an impact on siltation and disrupts the economic activities of the community. The Kesongo Village Government is trying to overcome this problem through community empowerment based on local potential, one of which is by supporting the development of Bengok Craft as an MSME business that processes water hyacinth into value-added products. This study aims to analyse the community empowerment process carried out by the village government and identify the supporting and inhibiting factors. The method used is descriptive qualitative through observation, interviews, and documentation. The results show that empowerment is carried out through the stages of awareness raising, capacity building, and empowerment. Supporting factors include the availability of raw materials, production facilities and infrastructure, as well as functioning organisations and administration. Meanwhile, inhibiting factors include limited human resource quality, weak supporting institutions, and the lack of adequate village government policies. This study concludes that Bengok Craft has the potential to be a dual solution, namely controlling water hyacinth and empowering the community economically, but it still requires institutional strengthening and the formulation of village policies in order to run more optimally and sustainably.

PEMBERDAYAAN MASYARAKAT DALAM PEMANFAATAN ECENG GONDOK DI DESA KESONGO KECAMATAN TUNTANG KABUPATEN SEMARANG Vinsensia Apriliana Crisindi; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56827

Rawa Pening in Semarang Regency is one of the national priority lakes based on Presidential Regulation No. 60 of 2021. The main problem faced is the massive growth of water hyacinth due to human activities around the lake, which has an impact on siltation and disrupts the economic activities of the community. The Kesongo Village Government is trying to overcome this problem through community empowerment based on local potential, one of which is by supporting the development of Bengok Craft as an MSME business that processes water hyacinth into value-added products. This study aims to analyse the community empowerment process carried out by the village government and identify the supporting and inhibiting factors. The method used is descriptive qualitative through observation, interviews, and documentation. The results show that empowerment is carried out through the stages of awareness raising, capacity building, and empowerment. Supporting factors include the availability of raw materials, production facilities and infrastructure, as well as functioning organisations and administration. Meanwhile, inhibiting factors include limited human resource quality, weak supporting institutions, and the lack of adequate village government policies. This study concludes that Bengok Craft has the potential to be a dual solution, namely controlling water hyacinth and empowering the community economically, but it still requires institutional strengthening and the formulation of village policies in order to run more optimally and sustainably.

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