EFEKTIVITAS UNIT LAYANAN ADUAN SURAKARTA DALAM MENERIMA KELUHAN WARGA DI KOTA SURAKARTA

Authors

  • Is Hadri Utomo Universitas Sebelas Maret
  • Retno Suryawati Universitas Sebelas Maret
  • Herwan Parwiyanto Universitas Sebelas Maret

DOI:

https://doi.org/10.21831/jnp.v7i2.22044

Keywords:

Effectiveness, ULAS

Abstract

The establishment of the Surakarta Complaint Service Unit (ULAS) in 2013 as a non-structural government organization unit that carried out public complaints services. ULAS was formed to improve service quality and ensure the provision of public services in accordance with the principles of good governance, including the realization of public information disclosure in response to complaints from people who are not satisfied with the services they receive. This study examines the effectiveness of ULAS in accepting citizen complaints and the steps of the Surakarta City Government to follow up on these complaints, as well as solutions. All results state the existence of effectiveness, with some special notes on the conditions or variable questions that have answers that do not agree, among others concerning: the target of resolving citizen complaints by ULAS, complaints of citizens against certain problems have not been channeled to more than one OPD, solving problems against Complaints have also not fulfilled the satisfaction and aspirations of citizens, and related infrastructure facilities have not been in line with the development of information technology. Some of these are specific notes regarding the organizational effectiveness of ULAS.

Author Biographies

Is Hadri Utomo, Universitas Sebelas Maret

Department of Public Administration

Retno Suryawati, Universitas Sebelas Maret

Department of Public Administration

Herwan Parwiyanto, Universitas Sebelas Maret

Department of Public Administration

Downloads

Published

2019-12-01

How to Cite

[1]
Utomo, I.H. et al. 2019. EFEKTIVITAS UNIT LAYANAN ADUAN SURAKARTA DALAM MENERIMA KELUHAN WARGA DI KOTA SURAKARTA. Natapraja. 7, 2 (Dec. 2019), 217–230. DOI:https://doi.org/10.21831/jnp.v7i2.22044.

Issue

Vol. 7 No. 2 (2019): Public Sector Innovation

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).