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Haryani, T. N., Ambarwati, O. C., Kusumastuti, N., & Nurwijayanti, A. A. (2017). The Challenge to the Innovation of Complaint Mechanism from Mobile to IT-Based Complaint Mechanism. KnE Social Sciences, 2(4), 229-235. https://doi.org/10.18502/kss.v2i4.891

https://doi.org/10.18502/kss.v2i4.891

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authors

  • Tiyas Nur Haryani
    No author data available.
  • Okki Chandra Ambarwati
    No author data available.
  • Novira Kusumastuti
    No author data available.
  • Annisa Ary Nurwijayanti
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Published Date

  • Jun 13, 2017

The Challenge to the Innovation of Complaint Mechanism from Mobile to IT-Based Complaint Mechanism

KnE Social Sciences / The 3rd International Conference on Social and Political Science (ICoSaPS) / Pages 229-235

Abstract

The enactment of Republic of Indonesia’s Law Number 25 of 2009 about Public Service gave the community the opportunity to participate in improving the delivery of public servicesand lodging complaints.  Each innovation of public service-complain mechanism had some challenges. Community empowerment-based complaint mechanism faced the challenges in building public awareness of their rights to efficient public service.  One of the challenges to improving the IT-based complaint mechanism conducted by PATTIRO Surakarta and Inspectorate of Surakarta City is limited by budget commitment, human trust, and human resource capacity in accessing IT.  This paper examines the challenges to the innovation of public service complaint mechanism. 

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