CD Skripsi

Responsivitas Dinas Perhubungan Dalam Menindaklanjuti Pengaduan Masyarakat Melalui E-Government Di Kota Pekanbaru Tahun 2023

---

E-government is a way for the government to use new technology to provide the public with greater access to information and government services, improve service quality, and offer more opportunities for participation in democratic processes and institutions. The responsiveness of the Pekanbaru City Transportation Agency in implementing e-government reflects efforts toward modernization and increased efficiency in public services through the use of information technology. The research focuses on two main issues: parking service management and traffic monitoring, which are concerns due to suspected maladministration, lack of supporting facilities, and challenges in managing infrastructure such as traffic lights and street lighting. This study aims to analyze the responsiveness of the Transportation Agency in addressing public complaints through e-government in Pekanbaru City during 2022-2023.
This research uses a descriptive qualitative approach to understand the management of public complaints at the Pekanbaru City Transportation Agency. Data were collected through interviews, observation, and documentation, as well as secondary sources from journals, books, and online sources. The research focused on 2023 complaints data at the Transportation Agency office, with data analysis through systematic steps: collection, reduction, presentation, and conclusion.
The results of this study indicate that the Pekanbaru City Transportation Agency is still not responsive in following up on public complaints. Based on the indicators of Agus Dwiyanto, 1) The presence or absence of complaints from service users tends to be low, this is due to an increase in incoming complaints from 2022 to 2023. 2) The attitude of the bureaucratic apparatus in responding to complaints is still not optimal, because despite efforts to respond quickly, there are still public complaints that have not been followed up. 3) Using public complaints as a reference for improvement Although the Pekanbaru City Transportation Agency tries to use public complaints as a reference for improving public services. However, there are still people who express their dissatisfaction. 4) Various measures taken by the Transportation Agency to provide satisfaction to the community are optimal. One of the efforts made by the Transportation Agency is to innovate by installing the latest CCTV at several road points and providing technical guidance for updating its digital system. 5) The placement of the community in handling complaints is optimal because Pekanbaru City Transportation Agency tries to involve the community in opening access to complaints and responding to complaints. The Department of Transportation has also explained that the reason a complaint was not followed up on was due to limited human resources for handling it, weather conditions, and a lack of tools and materials.


Keywords: Responsiveness, Public Complaints, E-Government.

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

2101126099

Penerbit

Pekanbaru : Universitas Riau FISIPOL Ilmu Pemerintahan., 2025

Deskripsi Fisik

-

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

2101126099

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

ILMU PEMERINTAHAN

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Mutia

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar