<![CDATA[The high demand for digital services, which is not yet supported by an integrated complaint management system, has led to low transparency and slow handling of reports. This study developed a web- and mobile-based complaint management system by implementing the First Come First Serve (FCFS) algorithm for queue management. The research method uses a mixed method with black-box functional testing and performance evaluation through a pre-test and post-test scheme analyzed using the Paired Sample T-Test. The results show an acceleration in resolution time across all service categories with efficiency levels ranging from 60.9% to 91.3%. Statistically, the significance value (p-value < 0.05) proves an improvement in performance compared to the manual method. The contribution of this research is the integration of FCFS and Role-Based Access Control (RBAC) into a structured and efficient multi-service-based government complaint system. The limitations of this study lie in the use of simulation data in the post-test as well as pre-test data that is estimative with a limited sample, so the results do not yet fully represent real operational conditions and still require further testing.]]>
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