Model Aplikasi Layanan Informasi Pengaduan Masyarakat Di Kecamatan - rosmawanti, nidia; Muslihuddin, Muslihuddin; Kirana, Eka Chandra (STMIK Banjarbaru, 2026)
Public complaint services are an important component in efforts to improve the quality of public services within the local government environment. However, in many sub-districts, the complaint mechanism is still carried out manually or conventionally, resulting in various problems, such as delays in handling complaints, poorly organized report documentation, and low levels of information transparency to the public. This study aims to analyze system needs and design a model for public complaint information services based on information technology that can be implemented at the sub-district level. The research method used is system needs analysis through observation and interviews with sub-district officials, as well as literature studies related to the application of information systems in public services. The results of the study produced a model for a public complaint information system that is able to facilitate structured complaint recording, accelerate the follow-up process, and provide a feature for monitoring the status of complaints in real-time by the public. The implementation of the system model can improve the effectiveness, efficiency, and accountability of complaint services in sub-districts, as well as encourage the realization of more transparent and responsive public services.Keywords: Information Systems; Public Complaints; Public Services; Sub-districts; Information TechnologyAbstrakPelayanan pengaduan masyarakat merupakan salah satu komponen penting dalam upaya peningkatan kualitas pelayanan publik di lingkungan pemerintahan daerah. Namun, pada banyak kecamatan, mekanisme pengaduan masih dilakukan secara manual atau konvensional, sehingga menimbulkan berbagai permasalahan, seperti keterlambatan penanganan aduan, dokumentasi laporan yang tidak tertata dengan baik, serta rendahnya tingkat transparansi informasi kepada masyarakat.Penelitian ini bertujuan untuk menganalisis kebutuhan sistem dan merancang model layanan informasi pengaduan masyarakat berbasis teknologi informasi yang dapat diterapkan di tingkat kecamatan. Metode penelitian yang digunakan adalah analisis kebutuhan sistem melalui observasi dan wawancara dengan pihak kecamatan, serta studi literatur terkait penerapan sistem informasi dalam pelayanan publik.Hasil penelitian menghasilkan sebuah model sistem informasi pengaduan masyarakat yang mampu memfasilitasi pencatatan aduan secara terstruktur, mempercepat proses tindak lanjut, serta menyediakan fitur pemantauan status pengaduan secara real-time oleh masyarakat. Implementasi model sistem dapat meningkatkan efektivitas, efisiensi, dan akuntabilitas pelayanan pengaduan di kecamatan, serta mendorong terwujudnya pelayanan publik yang lebih transparan dan responsif.Kata Kunci: Sistem Informasi; Pengaduan Masyarakat; Pelayanan Publik; Kecamatan; Teknologi Informasi