Public Information Services and Public Complaints of the Kupang City Government
DOI:
https://doi.org/10.37182/jik.v5i1.46Keywords:
Media, Public Information Services, Public ComplaintsAbstract
The need for public information is increasing in developing personalities in the social environment. Information services and public complaints are a basic right for citizens in accordance with the mandate of Law Number 14 of 2008 concerning Public Information Openness, where there are several types of information, including: information that must be provided and announced periodically, immediately, and which available at any time. The Regional Apparatus Organization (OPD) within the Kupang City Government has not fully implemented the mandate of the law as mentioned above. Based on the section that handles public information at the Regional Apparatus Organization in the City Government of Kupang, 35% (OPD) stated that there is already public information, but it is still limited to one particular section, not specifically in one unit. Meanwhile, 32% (OPD) of the units assigned to handle public complaints had units/divisions but were in certain fields/sections. Regarding public information services, the majority of 48% (OPD) use it through social media. Meanwhile, only 2 (OPD) use the website, this is a result of the lack of OPD that have a website or portal. While the media used to monitor the progress of public complaint services indicated that 38% (OPD) used email/telephone. The average value of public information services is 54.7% in the "Not Good" category. For that, it is necessary to increase the performance of OPD. Based on the results of the gap analysis, there is an expectation value that is greater than the perception. There is a gap criterion that is not satisfied with a value between 29 and 40. This shows that all OPD conditions related to public information services and public complaints are not as expected. Likewise, the media for access to public information and complaint services are still far from expectations.
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