<![CDATA[The advancement of digital technology has provided opportunities for governments to improve the quality of public services through citizen complaint channels. One example of this implementation in Indonesia is Lapor Gub, managed by the Dinas Komunikasi dan Informasi Provinsi Jawa Tengah (Communication and Information Agency of Central Java Province). This platform receives thousands of complaints daily, ranging from infrastructure, social issues, to illegal levies. However, the large volume of data and the imbalanced distribution of categories pose significant challenges for both manual and automated processing. This study aims to classify citizen complaint texts using XLM-RoBERTa combined with Focal Loss as an approach to handle data imbalance. The dataset consists of 53,774 complaints after data cleaning and text preprocessing. The training process applied a stratified split (78% training, 18% validation, 10% testing) and fine-tuning for 10 epochs. Model performance was evaluated using accuracy, precision, recall, and macro F1-score. The results show that the model without Focal Loss achieved 78.1% accuracy with a macro F1-score of 0.606, while the model with Focal Loss improved the macro F1-score to 0.625 with 78.5% accuracy. These findings demonstrate that the application of Focal Loss enhances the model’s ability to recognize minority categories without reducing performance on majority classes. Therefore, the combination of RoBERTa and Focal Loss offers an effective solution to support faster, fairer, and more transparent public complaint management.]]>
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