Responsive public complaint service innovation:The JAKI Application case in DKI Provincial Government

Abstract

JAKLAPOR is one of the features in the DKI Provincial Government’s JAKIapplication, which serves as the official complaint channel for DKI residents.The public has lodged complaints after using the JAKI application. However,there are numerous flaws in the JAKI application that can impede public use ofthe JAKLAPOR feature. The purpose of this study is to ascertain the level ofpublic satisfaction with the JAKLAPOR feature. This study employs a mixedmethods approach with an explanatory sequential mixed methods design. Thequantitative and qualitative methods are used sequentially in this design toproduce a comprehensive study on community satisfaction with theJAKLAPOR feature. The study’s findings indicate that the community is pleasedwith the JAKLAPOR feature as a channel for public complaints. In this case,the informant felt that the UPTD responded quickly enough to public com-plaints reported through JAKLAPOR. Rapid response accompanied by rea-sonably good completion quality. However, JAKPLAPOR service improvementmust be continuous, including more intensive public outreach about the exist-ence of the JAKLAPOR feature in the JAKI application.