Public complaint service engineering based on good governance principles

Abstract

A public complaint system is a practical tool for addressing customer issues in organization services, including government or public sector organization. As a government organization, Cimahi has an existing public complaint system that uses simple mobile technology through Short Message System (SMS). Unfortunately, such system has various limitations, such as its inability to manage customer details or to broadcast a common solution in real time. This paper describes a service engineering approach in designing and building public complaint system with adherence to government accountability, transparency, and participation. The engineering approach of this study is drawn from generalized service engineering approach and formalized as Service Engineering Framework (SEF), consists of four phases: Identification, Design, Develop and Deploy. We proposed a new public complaint system that is built based on SOA using the service engineering framework. We also conduct a survey to measure the success degree of the new system in fulfilling accountability, transparency and participation principles. The result from the survey shows that the system fulfillment has 49.48% increase from the initial existing conditions. This study contributes to the technical understanding of service engineering and improves existing service engineering framework through a case study.