Advances in Economics, Business and Management Research, volume 93 Annual International Conference of Business and Public Administration (AICoBPA 2018) Innovation Patterns of Local Government in Handling Community Complaints Based on Information Systems (Comparative study in Kota Surabaya and Kabupaten Banyuwangi) Nurjati Widodo Public Administration Department Faculty of Administrative Science, Universitas Brawijaya Malang, Indonesia [email protected] Abstract—The development of information and that the way to interact and participate between one community communication technology has brought about a change in and another has drastically changed. mindset and public perception related to the implementation of public services carried out by government officials. This can be According to Law Number 25 of 2009 concerning Public seen from the emergence of various types of services carried out Services, it is explained that: by the government to be able to provide a new innovation in the “Public service is a series of activities in order to fulfill provision of public services so as not to provide difficult access service needs in accordance with the laws and regulations for service users. On the other hand, various complaints for every citizen and resident for goods, services and problems in the field of public services exist in several types of services, including civil administration and civil service administrative services provided by public service administration, licensing services, the death of street lights, flood providers based on legislation” [2]. problems, garbage problems, development problems and other The purpose of maximizing public services is realized problems that still occur around the government area. The through the concept of good governance. According to Effendi community often has difficulty in conveying complaints or in Akadun to build regional governments that are better able to aspirations, in the form of criticism, suggestions, and input to the carry out good governance, a network of cooperation is needed relevant government agencies in providing services. The system to be based on participatory, transparent and responsive of public complaints that is less efficient, causes further effects that cannot be avoided, such as increasing pollution, inefficient relationships between the pillars of good governance [3]. This time, high costs, and still using manual systems. These problems is as expressed by Lourenco in Fedotova “Since 1960s public caused a communication gap between the government and the participation has been the main instrument to democratize, it community. legitimates and enhances the quality of the policymaking. Since 1960 community participation has become an important Keywords—innovation; local government; community instrument of democratization which has the legitimacy to complaint improving the quality of policymaking” [1]. In addition, to support the realization of good governance it is also necessary I. INTRODUCTION to use technology because it is absolutely necessary to create efficiency, speed of achieving information, global reach and The development of information and communication transparency in more comfortable forms [3]. technology has brought about a change in mindset and public perception related to the implementation of public services Practices in the field often show that there is still a low carried out by government officials. This can be seen from the quality of service from the government to the community. The emergence of various types of services carried out by the services provided by the bureaucratic apparatus are sometimes government to be able to provide a new innovation in the too convoluted, which ultimately slows down the process of provision of public services so as not to provide difficult access completion of services, the cost of levies, and a long time so for service users. This is as expressed by Fedotova “In the last that the services provided tend to be inefficient and ineffective. decade, the developments in information and communication This is as expressed in the following official website of technologies (ICTs) have significantly affected all aspects of Transparency International Indonesia in January 2016: human's life. In this context, the way people interact, "The low quality of public services is one of the highlights participate and collaborate in modern society is drastically directed at the government bureaucracy in providing modified” [1]. In the past decade, developments in information services to the public. According to the Executive Director and communication technology (ICT) have significantly of the Institute of Democracy and Education (IDE) Gugun affected almost all aspects of human life. The context means Copyright © 2019, the Authors. Published by Atlantis Press. This is an open access article under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/). 158 Advances in Economics, Business and Management Research, volume 93 Gumilar, assessing that there is still a long bureaucratic to improve the efficiency of public services and is a concept in process, overlapping tasks and authorities has led to long the implementation of e-government. public service delivery and through a complicated process, so that the high-cost economy is likely to occur, abuse of According to the Presidential Regulation of the Republic of authority, corruption, collusion and nepotism, Indonesia Number 76 of 2013 concerning Management of discriminatory treatment, etc." [4]. Public Service Complaints, Article 2 reads that claimants have the right to submit complaints to implementing services that If this often happens, then we as a society have been are not in accordance with service standards or neglect of disadvantaged and will create a form of dissatisfaction with the obligations and/or violations of prohibitions by the organizer services provided by the government, in the form of [8]. The implementation of complaints on public services complaints, suggestions, and input that have been felt by the requires innovation by using electronic-based systems (e- community. Community dissatisfaction in the form of government), namely to facilitate the public, in expressing complaints, suggestions, and inputs can be an important input aspirations such as criticism, suggestions or questions. The use for the government in terms of providing public services to all of e-government in complaints of public services is seen as a communities. So that the government can make complaints, means or medium to support the effectiveness, productivity, suggestions, and input from the public that enter the efficiency, transparency and accountability of government government as an evaluation material for improving the administrators. Kota Surabaya as a metropolitan city is performance of government services in carrying out their duties inseparable from various problems in the field of public as providers of public services. services. There is no exception to Kabupaten Banyuwangi. As is the case in many other local governments, various The Instruction of the President of the Republic of complaints problems in the field of public services exist in Indonesia Number 3 of 2003 concerning National Policy and several types of services, namely civil registration and civil Strategy for E-Government Development explains that the service administration, licensing services, the death of street purpose of e-government development is an effort to develop lighting lights, flood problems, garbage problems, development electronic-based governance in order to improve the quality of problems and problems -Other problems that still occur around public services effectively and efficiently [5]. An e-government the government area. development process can be done through structuring management systems and work processes within the The emergence of various conditions, often people find it government by optimizing the use of information technology. difficult in terms of conveying complaints or aspirations in the The emergence of e-government innovations can be optimized form of criticism, suggestions, and input to the relevant to improve the quality of public services carried out by the government agencies in providing services. The system of central and regional governments by utilizing the advancement public complaints that is less efficient, causes further effects of information and communication technology to make it easy that cannot be avoided, such as increasing pollution, inefficient for central and regional governments to provide and provide time, high costs, and still using manual systems. These public services to the public maximally and facilitate problems caused a communication gap between the interaction between the governments with the community. government and the community. As a result, the people's aspirations were not conveyed optimally so that the response According to Zweers and Planque provides a definition of given by the government was also not optimal. e-government, namely “e-government relates to providers of information, services or products prepared electronically, with Based on the background of the research above, the and by the government, not limited to time and place, offering objectives in this study are: (1) Knowing, describing and more value for participation in all circles” [6]. According to analyzing the pattern of innovation of the Regional Atkinson and Reffat in Kurfali explain the benefits of e- Government of Surabaya City and Banyuwangi Regency