Complaint Channels Research Articles

Community Complaint Services Through Electronic Complaint Channels in Increasing the Effectiveness of Government Affairs Compulsory Basic Services

Democracy requires the government to provide channels for citizens to voice complaints about public services that do not meet expectations, serving as a form of societal oversight. The new public service paradigm emphasizes that the government should serve citizens, not just engage in transactions, and public complaints become important feedback in efforts to improve service quality. However, in Jakarta, the handling of complaints through electronic channels is still suboptimal, reflecting the need for improvements in the local government's commitment to more effective public service delivery. This study aims to analyze public complaint services, supporting and inhibiting factors, and electronic service models to improve the effectiveness of mandatory basic service government affairs in the Special Region of Jakarta. The research method is descriptive qualitative, with data collected from observations, interviews, Focus Group Discussions (FGDs), and documentation studies. Data analysis was conducted through data reduction, data presentation, and drawing conclusions. The study's findings indicate that 1) Electronic public complaint services in Jakarta are not yet optimal in terms of efficiency, availability, fulfillment, privacy, responsiveness, compensation, and contact; 2) Supporting factors include the availability of complaint devices and platforms, while infrastructure, human resources, and public literacy are inhibiting factors; 3) The SERVICOM (Service Improvement through Complaint Management) model was developed with recommendations for filtering and clarifying reports to enhance service effectiveness. The implications of the research findings emphasize the importance of communication, coordination, and improving the competence and responsiveness of CRM officers, along with recommendations to enhance human resources (HR).

Multilevel factors associated with HIV-related stigma among women living with HIV in Guangdong Province, China: a social-ecological model-informed study

BackgroundHIV-related stigma continues to hinder optimal HIV care, and its determinants should be understood at multiple levels. Based on the social-ecological model, this study aimed to explore factors associated with HIV-related stigma among women living with HIV in Guangdong Province, China.MethodsA cross-sectional study was conducted from July to August 2022 to recruit newly reported women living with HIV with a history of pregnancy or current pregnancy in 2021 in 21 cities in Guangdong Province. HIV-related stigma was assessed using an abbreviated Chinese version of Berger's HIV Stigma Scale. Univariate and multivariable hierarchical regression analyses based on the social-ecological model were conducted to explore factors associated with HIV-related stigma and its four dimensions (personalized stigma, disclosure concerns, negative self-image and concerns about public attitudes) at the community/hospital, interpersonal, and individual levels.ResultsA moderate level of HIV-related stigma was found among the 360 participants included, with a mean score of 45.26. Multivariable hierarchical regression analysis showed that at the community/hospital-level, individuals were more likely to experience high levels of HIV-related stigma if they had experienced the discriminatory behaviors from health care workers (aOR = 2.34, 95%CI: 1.48–3.70) and if they rated serostatus disclosure services as less helpful (aOR = 0.69, 95%CI: 0.48–0.98). At the interpersonal-level, individuals with an HIV-positive partner (aOR = 1.71, 95%CI: 1.01–2.90) were more likely to experience high levels of HIV-related stigma than those with an HIV-negative or unknown partner. Individuals with high resilience (aOR = 0.22, 95%CI: 0.13–0.35) had lower levels of HIV-related stigma at the individual-level. In addition, ever experiencing discriminatory behaviors from health care workers, thinking serostatus disclosure services helpful, having ever seen publicity about personal interest protection services and complaint channels for people living with HIV(PLHIV), knowing about care and support services for PLHIV from social organizations at the community/hospital-level, partner notification and support at the interpersonal-level, and violations of personal interests, resilience at the individual-level were also associated with different dimensions of HIV-related stigma.ConclusionsHIV-related stigma was moderate among women living with HIV. The social-ecological model can facilitate a better understanding of factors associated with HIV-related stigma. Multilevel intervention strategies need to be tailored to reduce HIV-related stigma.

Portrait of e-Government Implementation in Public Complaints Services in Indonesia

Public complaints are a form of public services provided by governments. Its function is to facilitate the public in submitting complaints related to public services. Public complaint channels: SMS, telephone number, email, form, and website. Based on website searches, various implementations of complaints were found in government websites. They are vary in term of number and implementation. For example, one website provides 2 channel, other website provides none. Two website provide 2 channel, but differs in attributes. Apart of this diversity, the portrait of implementing public complaints is unexplored. This research aims to map the implementation of public complaints in provincial governments in Indonesia. Official website is used as primary data. Documentation and website analysis is conducted to each websites. Keywords, such as complaints, complaints, public services, and public complaints, are used in website content analysis. The content analysis is classified into the Gartner stage model: presence, interaction, transaction, and transformation. The results show that of the 38 provincial governments, 6 provincial governments are at the presence stage, 23 at the interaction stage, 4 at the transaction stage, and 5 provincial governments at the transformation stage.

Using patient feedback to predict effects of quality improvement initiatives.

Internationally, continuous efforts have been put into developing patient complaint channels to understand patients' experience and expectation of care, which can guide the improvement of health service quality. Despite agreement among the value of patient feedback, limited attention has been paid to using patient feedback to predict and promote the actual quality improvement initiatives. To determine whether patient feedback collected from a public feedback hotline can be used to predict the effect of hospital quality service improvement initiatives. A retrospective analysis of patient complaint data of a tertiary hospital from 2018 to 2021 was performed. Patient complaints were first coded by the standard classification method of the Australian Hospital Patient Experience Question Set. The characteristics of patients' complaints were then analysed by frequency and contingency table analysis. Finally, through Nonparametric Mann-Kendall test and Joinpoint regression model, the trends of each complaint characteristics were tested. Amongst the 771 complaints received against clinicians, approximately 75% of them were concerning doctors. 'Harm and distress' was the key reason of complaints, followed by 'not cared for', 'lack of confidence', 'needs unmet' and 'not informed'. In 2021, the number of complaints received in relation to moderate 'harm and distress' caused by doctors increased by 667% from 2020. The categories of 'not informed', 'not cared for' and 'harm and distress' were also on the rise with statistical significance. In addition, complaints related to the lack of respect, bad attitude and unprofessional behaviour demonstrated by nurses (n=83) and doctors (n=121) were also recorded. Patient feedbacks collected via a public feedback hotline provides a useful platform to gain insight into patient experience of care which are valuable to guide quality care improvement. To improve the care quality, clinicians need to participate in quality improvement strategies development at an early stage. Efforts in improving communication and interaction between doctors and patients are needed to improve patients' experience of care and developing patients' trust in both of the clinicians and the medical services. The study highlights the value of using public feedback hotline to generate evidence that can guide hospital service improvement.

Public Complaint in Islamic Management: Its Relationship with Customer Satisfaction Achievement

Public complaint management (PCM) is important in determining customer satisfaction. Unsatisfied customers can tarnish the organisation’s image and the achievement of customer satisfaction (ACS). This study analyses public complaints from contemporary and Islamic perspectives with a case study at the Lembaga Tabung Haji (TH) in Malaysia. It aims to examine the concepts through how public complaints are governed by the Islamic agency, i.e., TH Malaysia, and investigate whether the PCM has achieved customer satisfaction and is in line with Islamic principles. TH has served the public trust for decades since 1970, but complaints seemed to have no end. Among the customer complaints are poor staff service, such as not being customer friendly, and inefficient services, such as pilgrims getting stranded at the airport. Although customer complaints always occur, studies on PCM in Islamic agencies are still lacking. Due to that, this study chose TH as a case study. The three approaches of Islam, contemporary perspectives and a case study make this study stand out as a robust discussion and further contribute to its novelty. This study uses qualitative methods through structured interviews, literature reviews, and document reviews. It is analysed through descriptive, thematic and document analysis methods. The study found that the highest complaint received by TH was about customer service. However, in order to achieve public satisfaction, TH provided eight physical and online public complaint channels. Overall, the study argues that systematic PCM remains a key concern for achieving customer satisfaction. If public complaints are left unaddressed, it may lead to ineffective governance, customer dissatisfaction and a bad image for Islamic agencies in the long term.

Inovasi Pelayanan Publik Diskominfo Kota Samarinda di Era Disrupsi: Studi Implementasi Layanan Samarinda Siaga 112 dan Panic Button

In the current era of disruption, the implementation of the Samarinda Siaga 112 Service and the panic button developed by the Samarinda City Communication and Information Service are available as a forum for optimizing public services in terms of handling electronic-based emergencies. Through a qualitative descriptive approach, this research examines the implementation of the Samarinda Siaga 112 and panic button services which refer to Samarinda Mayor Regulation Number 52 of 2019 concerning the Implementation of a Single Emergency Call Number 112 and Panic Button, by focusing on aspects of communication, resources, disposition, bureaucratic structure and the obstacles. This research found that the Samarinda Siaga 112 and panic button services have been implemented well even though there was a decrease in the number of complaint channels after Covid-19 ended because the Samarinda Siaga 112 and panic button services were much more needed during the past Covid-19 pandemic. The operational functioning of this service is reduced andi s still hampered by other obstacles related to technical matters and the characterictics of the population of Samarinda City with the finding that 75,54 percent of incoming callas to Emergency Call 112 are fake calls. However, this service can still be implemented effectively by optimizing existing resources, and contuining to be committed to improving information technology-based public services for the communication in handling various emergency incidents. The role of emergency volunteers is also very significant in implementing this service and better empowerment efforts need to be carried out by the Samarinda City Government. More massive educational efforts are also needed for the people of Samarinda City regarding the urgency of caring and being alert to emergency condotions as well as using media in public service communication wisely and beneficially for others.

Indonesian Government Policies In Overcoming Post-Covid-19 Unemployment From An Islamic Economic Perspective

As an Important macroeconomic indicator, unemployment is a serious problem for Indonesian society. This article examines the government's support in reducing unemployment after COVID-19 from an Islamic economic perspective. This research uses a qualitative method using library research methods. The research results show that in the last 5 years, the unemployment rate in Indonesia has gradually decreased. The Open Unemployment Rate (TPT) for February 2023 was 5.45%, down 0.38 of a percentage point from February 2022. Unemployment is viewed as an unfortunate thing from an Islamic perspective as Islam constantly encourages people to work and avoid being unemployed. The government combats joblessness through various approach including international monetary, revenue, finance, and economic policies. These included allocating special funds to combat Covid-19, implementing tax incentives, facilitating relief in credit repayments, rapidly adopting policies aimed at reducing reductions in employment-related social security contributions, expanding social support, and providing skills and productivity training through Balai Latihan Kerja (BLK). WORK TRAINING CENTERS (BLK). The government also implemented several programs to improve employment opportunities, set up consultation services, provided information and complaint channels for workers regarding occupational safety and health (OSH) in the workplace, and issued pre-employment cards to improve the skills and outlook of job seekers. The weakness in this research is that uses more theory, so future researchers are advised to study it more deeply.

Challenges in promoting accountability and feedback mechanisms through customer complaints in the South African public service

The study examines whether the customer complaints management policy in the Department of Employment and Labour in the Free State province is effectively and efficiently implemented. Skilful and committed policy implementers are required to ensure that policies are implemented successfully. A descriptive qualitative research design was employed in this study using semi-structured online interviews, to gather data from 20 participants who were purposively selected. The major findings of the study reveals that a lack of clarity and accessibility of complaint channels, inadequate training of newly appointed officials in customer complaint management processes, and user-unfriendliness of the complaint processes flow are prohibiting factors of the implementation of the policy. Additionally, there was a lack of effective communication and coordination among both the internal and external stakeholders, and a noticeable absence of consequence management. The study recommend that the Department of Employment and Labour should consider to design a user-friendly customer complaints management processes flow as well as to incorporate customer complaints module during the induction of newly appointed employees.

Implementasi Aplikasi SP4N-Lapor! Dalam Pengelolaan Pengaduan Masyarakat di Dinas Komunikasi dan Informatika Kabupaten Tangerang


 SP4N-REPORT! (National Public Service Complaint Management System - People's Online Aspiration and Complaint Service), which is a service for conveying all community aspirations and complaints through several complaint channels. The aim of this research is to find out an overview of the implementation of the SP4N-LAPOR Application! in managing public complaints at the Tangerang Regency Communication and Information Service which has been implemented as a public service innovation so far. The research method uses a qualitative descriptive method with an approach in the form of literature study or literature study, through a collection process obtained from various sources including journals, books, documentation, the internet and libraries. Meanwhile, the type of data in this research is secondary data, namely data obtained indirectly, namely taking data from journals related to research. The research results show that the SP4N-LAPOR Application program in providing convenience to public complaint services as access for the community in conveying aspirations, requests for information on government performance and improving the quality of public services at the Tangerang Regency Communication and Information Service has been running well. Proven through several applications by providing evaluations, collaboration with other institutions such as LSN, subscribing to big data software, and creating a special complaint management structure, with the aim of increasing responsiveness and quality in managing complaints from the public.
 Keywords: Implementation, management, Complaints, SP4N-LAPOR!

Efektivitas Citizen Relation Management (CRM) dalam Penyelenggaraan Penanganan Pengaduan Masyarakat di Wilayah Kota Administrasi Jakarta Timur Tahun 2021

The Citizen Relations Management (CRM) application program is an innovation from the DKI Jakarta government which aims to make it easier for the SKPD to accommodate, coordinate, and handle all complaints or reports regarding problems experienced by the community. This CRM application can only be used by DKI Jakarta government officials. The problems most often reported by the community through the CRM application include 1) garbage; 2) disturbance of public order and comfort; 3) illegal parking; 4) violation of regional regulations; 5) traffic jams. The purpose of this study was to determine the effectiveness of CRM applications in handling public complaints, and to find out the inhibiting and supporting factors of CRM applications in handling public complaints. The theory used in this study is the theory of effectiveness measures put forward by Duncan in Richard M. Steers with 3 (three) indicators namely goal attainment, integrity, and adaptation. This study uses qualitative methods, informant selection techniques are determined purposively, and data collection techniques used are observation, interviews, documentation related to research, then the data obtained will be analyzed by means of data reduction, data presentation, and drawing conclusions. The results of the study show that the application of the CRM application program in handling public complaints can be said to be effective and in accordance with the objectives of using the CRM application, namely, to make it easy for SKPD to handle complaint reports and make it easy for people who want to report the problems they are experiencing based on the phenomenon of achieving goals, integrity, and adaptation. Then the CRM application consists of 14 official complaint channels that can be used by the public. The implementation of the CRM application program has several supporting factors, namely human resources who understand technology and use CRM applications, then there are supportive leadership policies, and the CRM application function is said to be a supporter of SKPD in handling public complaints. In addition, there are factors that become obstacles in the running of this CRM application, namely, community reports that have no explanation, people who are just playing around in making reports, and difficulty signaling due to bad weather.

Analysis of Legal Risks in Psychological Crisis Events among University Students

The psychological crises of university students are an important factor affecting the security and stability of colleges and universities. Against the background of school governance, the definition and characteristics of college students' psychological crisis events should be correctly understood and the legal risks clearly classified to help prevent crisis incidents. Legal risks have important practical significance. The author starts with the definition of college students' psychological crisis events and divides the characteristics into two parts: cause diversity and result sensitivity. The legal risks associated with the process are clearly divided into civil, administrative and procedural legal risks, which are specifically manifested in the duty of care in the prevention and response stages of the safety responsibility of colleges and universities. In the process, is there any infringement of privacy violations, and when an incident occurs, does the university take timely and positive measures and pay attention to protecting citizens’ legitimate rights and interests during the emergency response process? Are statutory after-care obligations such as diversion and guidance covered in the aftermath phase? Are students provided with reasonable and legitimate complaint channels?

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province: A 5-year retrospective study.

This study aims to review the 1481 cases of medical complaints from Fujian Provincial Jinshan Hospital in the past 5 years for providing a reference for new hospitals to deal with medical complaints, optimize medical procedures, improve medical quality, and enhance patient experience. The medical complaint information received by the hospital's medical department and service center accepted and transferred by the health administrative department in the past 5 years was systematically reviewed and statistically analyzed by using hierarchical clustering method. The transfer of the health administration department (61.5%) and the acceptance of the service center (28.9%) were the main sources of medical complaints in hospital. The incidence of medical complaints per 10,000 patients in the hospital was between 3 and 6. The maximum number of complaints was 2017 (5.28 cases/10,000 population), and the least was in 2019 (3.2 cases/10,000 population). The median of complaints was 25, and May to Sep was the period of high incidence of medical complaints each year. In 5 years, the month with the largest number of complaints was May 2020 (41 cases), followed by August 2017(40 cases), and the month with the least number was November 2020 (11 cases). In the past 5 years, the hospital's medical complaints were mainly in 4 aspects: medical process (n = 329, 22.2%), medical environment (n = 282, 19%), humanistic care (n = 277, 18.7%), and medical management (n = 209, 14.1%). The most frequent complaints were in clinical departments, among which the emergency, outpatient, and pediatric departments accounted for more than 50%. The top 3 complaints were doctors (n = 778, 53%), logistics (n = 284, 19%), and nurses (n = 239, 16%). The main way to resolve complaints was letter and telephone feedback (n = 1372, 92.6%). Our research recommends that new hospitals change their concepts, pay more attention to the services and quality of medical resources and logistical support, follow the best practices of patient-centered, perfect various medical complaint channels, and establish multiple methods. They should also properly accept and dispose medical complaints, improve the timeliness and feedback efficiency of responding to medical complaints, strengthen communication, exchange, and dialogue, and improve patients' medical experience and sense of gain.

Assessing consumer empowerment and influencing factors in Central Bangka Regency: a multidimensional approach

The rapid development of trade technology in Indonesia exposes consumers to potential exploitation during purchasing. This study examines consumer empowerment in Central Bangka Regency using primary data from 88 respondents across four districts. The Consumer Empowerment Index (CEI) value of 38.53, classified as "understand," indicates a fundamental grasp of rights and obligations and reveals room for growth in consumer empowerment. The analysis shows higher empowerment during the purchase phase, with informed decision-making and support for local businesses. However, a weakness emerges in the post-purchase phase, as consumers are less likely to voice experiences or criticize unsatisfactory products, potentially impacting product quality and customer satisfaction. Regression analysis reveals that only years of schooling and age significantly influence the CEI, while the location of residence, gender, and income group do not have significant effects. The model's low R-squared value suggests potential refinement through additional variables or research. These findings provide valuable insights for the government and stakeholders to enhance Central Bangka Regency's consumer empowerment. Focusing on increasing consumer awareness and engagement in the post-purchase phase through targeted educational campaigns, consumer rights workshops, and accessible complaint channels is essential. However, it is crucial to recognize that observed associations do not imply causation and further research is required to establish causal relationships and explore other factors contributing to consumer empowerment.

The Effectiveness of Social Services in Handling Beggars as Social Welfare Service Needers in South Tangerang City

This study aims to analyze the effectiveness of Social Services in handling beggars as Social Welfare Service Needers (PPKS) in South Tangerang City since, until now, they still encounter many obstacles. First, handling PPKS has not become one of the government’s main agendas. Second, the problems are the rampant existence of beggars who disturb public order and cause public unrest. The third, based on a study by the Integrated Service Center Team for the Empowerment of Women and Children (P2TP2A) of South Tangerang City, is not optimal for handling beggars/PPKS in South Tangerang City. This study used a descriptive method with a qualitative approach. Meanwhile, the organizational effectiveness theory of Steers et al., which consists of 4 indicators of organizational effectiveness, such as organizational characteristics, environmental characteristics, worker characteristics, and management practices, became the main analytical knife of the study. This study concluded that the Social Services have not effectively handled beggars as Social Welfare Service Needers in South Tangerang City. Several aspects need to be improved, such as more intense training for employees of the South Tangerang City Social Service, additional human resources who have a background in social science studies, providing public complaint channels, conducting strict action against beggars who have been caught twice, gaining effectiveness counseling to rehabilitated beggars, developing social institutions, and formulating regional regulations governing sanctions for beggars.

Analysis of complaints regarding recreation and animation services in hotel businesses

With the rapid development of digital media, consumer awareness has also soared. People who do not refrain from asking questions and doing research share their complaints not only with institutions but also through online tools. Today, with the increase in complaint channels, the complaint rate is also increasing. In this study, the document analysis was conducted to examine 317 complaints written by hotel business customers on the sikayetvar.com portal, one of the channels through which complaints can be reported online. In the study, consumer complaints were evaluated by expressing a complaint, waiting for a solution, and warning. It also analyzed complaint issues in staff, location, physical facilities, fees, and activity management. The study found that the most common purpose of the complaints was to express grievances. In the analysis of the subject of complaints, the variety of activities, the inadequacies of the animation areas, and the behavior of the staff was identified as the most problematic issues.

ANALISIS STRATEGI PENANGANAN KELUHAN PELANGGAN PADA PT. PANAHMAS DWITAMA DISTRINDO

PT. Panahmas Dwitama Distrindo is a distribution company that is committed to providing the best service to consumers. PT Unilever Indonesia's main distributor company in the Jember and Probolinggo marketing areas has customers of more than five thousand shops and outlets to supermarkets. In the course of its business for two decades, the company received many complaints. The complaints include product availability, product defects, and delivery delays. This study aims to analyze the strategy for handling customer complaints by PT Panahmas Dwitama Distrindo. With a descriptive qualitative method, the authors conclude that the company accepts every complaint openly with many complaint channels, responsive and effective. Complaints received are immediately identified and submitted to management for a decision which is oriented towards customer satisfaction.

Sociodemographic characteristics associated with a higher wish to complain about health care

ObjectivesPrevious research has shown that patients who are older, less educated, or have lower income are less likely to lodge complaints about health care. This variation may reflect less wish to complain or inequitable access to complaint channels or remedies. We aimed to investigate associations between sociodemographic characteristics and health users’ wish to complain. Study designThis was a randomized case vignette survey among 6756 Danish men aged 45–70 years (30% response rate). MethodsAssuming they received the care in vignettes about prostate cancer (prostate-specific antigen) testing, participants rated their wish to complain on a 5-point Likert scale. Information on sociodemographic characteristics was obtained through self-reports and municipality-level information from national registries. ResultsLower education was associated with an increased wish to complain (mean Likert difference 0.44 [95% CI 0.36–0.51]; P < .001). The wish to complain was higher among unemployed men (difference 0.16 [95% CI 0.04–0.28]; P < .011) and those with a chronic illness (difference 0.06 [95% CI 0.02–0.10]; P < .004). Given the same healthcare scenarios, there was no difference in wish to complain among health users who were retired, living rurally, or from lower income groups. ConclusionsHealth users who are less educated, lower income, elderly, or from rural or minority communities appear to be as likely, or more likely, to wish to complain about health care as others. Yet, younger, well-educated, and higher income citizens are overrepresented in actual complaint statistics. The finding suggests persisting inequalities in the suitability or accessibility of complaint processes for some groups of patients.

Analysis of Citizen Relations Management (CRM) Service Quality Application in Waste Handling at Balekambang Sub District, Kramat Jati, East Jakarta

The DKI Jakarta Provincial Government in carrying out government issues policies by utilizing information and communication technology to solve city problems quickly and precisely. The DKI Jakarta Provincial Government in capturing the problems of its citizens has 14 official complaint channels whose handling is integrated in the Citizen Relations Management (CRM) application, based on the dimensions that affect service quality, namely the Tangible, Reliability, Responsiveness, Assurance and Empathy dimensions. This study uses a qualitative method with a descriptive approach. Data was collected by means of interviews, observation, and documentation. Data analysis used three components consisting of data reduction, data presentation and conclusion drawing. Test the validity of the data by testing the criteria for credibility, transferability, dependability and comformability. The results of the research on the service quality of CRM applications in handling waste in the Balekambang village in terms of five dimensions of service quality, namely tangible, responsiveness and assurance dimensions are good, while the reliability dimension still requires increasing the knowledge and performance of officers in the field as well as the empathy dimension is not fully in line with expectations, because there are still officers who feel emotional when following up on reports. Lack of public understanding and knowledge about CRM applications, facilities and infrastructure as well as geographical conditions are factors that hinder the quality of CRM application services, while the implementation of CRM application socialisation to the RT/RW level is a supporting factor for CRM application service quality.

PENANGANAN KOMPLAIN DI RUMAH SAKIT

Background: Complaint management is a strategy used by agencies in dealing with consumer complaints. Seeing consumer complaintsis an opportunity for agencies to retain consumers. Through an effective complaint handling process, information from customerswill be obtained as input in improving and developing agency service activities. Complaints are a form of dissatisfaction with informationor services received. Thus, complaints can solve customer dissatisfaction problems in hospital services to improve hospital quality.Objective: This study aims to evaluate the effectiveness of handling complaints at the Panti Rapih Hospital.Methods: This research is qualitative. Subjects in the study were ten officers who often handled complaints. The study was conductedin May-June 2019 at Panti Rapih Hospital.Results: The availability of supporting facilities is adequate, including complaint channels via SMS, email, via telephone, suggestionbox, complaint sheet. All staff have received training in effective communication. The flow and procedures for handling complaintshave been maximized. However, their many complaints are still repeated. The process of monitoring and evaluating complaint handlingreporting documentation has been running optimally. The response time for handling complaints is perfect because all casesare handled on average 1x24 hours, the response time reaches 95%.Conclusion: The handling of complaints at the Panti Rapih Hospital has been maximized but ineffective. The handling is not yet effectivebecause the information system process does not support the complaint handling process, for example, the delivery of information topatients who have not been able to in real-time. The mechanism for handling complaints is carried out by submitting complaints verballyand in writing to the maximum extent.&#x0D;

Agile Governance in the Perspective of Public Services Through the Public Complaints Channel Handling People with Social Welfare Problems (PMKS) in South Jakarta

This research is motivated by the increasing number of People with social welfare problems (PMKS), especially beggars and street children, so a response from various stakeholders is needed to overcome this as a form of social security protection for citizens. With the rapid development of technology, advances in information technology, and the potential for their use widespread; it opens opportunities for accessing, processing, and utilization of information in large volumes quickly and accurately. Also, it is to integrate the needs of the community by implementing channel community complaints through the system Citizen Relation Management (CRM) with the name Aplikasi Cepat Respon Masyarakat (Quick Response Community’s Application). The purpose of this research is to analyze government governance in providing public services through handling public complaints with social welfare problems (PMKS) in South Jakarta. The research method is descriptive research with a qualitative approach, which is further elaborated with secondary data from the play store, social media, or other news media. The data collection techniques were carried out through interviews, observation, and documentation data. The results of the study showed that the application of the public complaint channel through the system (Citіzеn Rеlаtіоn Management) as a form of Agile Governance seen from the 5 principles has been running quite well. It was because each principle has been implemented well even though some obstacles were still being faced. The use of public complaint channels should be re-socialized to the community, so the level of community participation in reporting problems in the surrounding environment can be maximized. In addition, from the point of view of service providers, the performance and capacity of service providers should be further improved so that the public complaint service channel can be utilized optimally