Larasati, Mutiara (2024) KEWENANGAN DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN TANGERANG DALAM PENANGANAN PENGADUAN MASYARAKAT BERBASIS ONLINE MELALUI APLIKASI SP4N-LAPOR! TERHADAP KUALITAS PELAYANAN PUBLIK BERDASARKAN PERATURAN BUPATI TANGERANG NOMOR 20 TAHUN 2021 TENTANG PENGELOLAAN PENGADUAN PELAYANAN PUBLIK. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Public services are a basic right of every human being that must be fulfilled by the state. Article 34 paragraph (3) of the 1945 Constitution of the Republic of Indonesia states that, "The state is responsible for providing adequate health service facilities and public services." Handling public complaints against public services is carried out under the authority of the Tangerang Regency Communication and Information Service based on Tangerang Regent Regulation Number 20 of 2021 concerning Management of Public Service Complaints. There are two problems being studied, namely the authority of the Tangerang Regency Communication and Information Service in handling online-based public complaints via the SP4N-LAPOR application! on the quality of public services based on Tangerang Regent's Regulation Number 20 of 2021 concerning Management of Public Service Complaints? then what are the obstacles for the Tangerang Regency Communication and Information Service in handling online-based public complaints via the SP4N-LAPOR application! on the Quality of Public Services?. The theories used are the theory of authority and the theory of public service. The research method used is empirical juridical with analytical descriptive research specifications. The Tangerang Regency Communication and Information Service has the authority to coordinate in handling and resolving public complaint reports on SP4N-LAPOR!. Accumulated number of incoming reports for 2021-2023 via SP4N-LAPOR! reaching 5,513 reports while completed reports have only reached 1,946, including throughout 2023 there will still be 874 unfinished reports. Percentage of completion of SP4N-LAPOR complaint reports! only reached 29.1% of the completion target of 100%. Lack of Human Resources (HR) and incomplete facilities and infrastructure are obstacles in the process of completing reports. Suggestions include increasing socialization to the public regarding SP4N-LAPOR!, increasing the number of handling officers, as well as providing proper and adequate facilities and infrastructure.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Pelayanan publik merupakan hak dasar setiap manusia yang harus dipenuhi oleh negara. Undang-Undang Dasar Negara Republik Indonesia Tahun 1945 Pasal 34 ayat (3) menyebutkan bahwa, “Negara bertanggung jawab atas penyediaan fasilitas pelayanan kesehatan dan pelayanan umum yang layak”. Penanganan pengaduan masyarakat terhadap pelayanan publik dilakukan atas kewenangan Dinas Komunikasi dan Informatika Kabupaten Tangerang berdasarkan Peraturan Bupati Tangerang Nomor 20 Tahun 2021 tentang Pengelolaan Pengaduan Pelayanan Publik. Terdapat dua permasalahan yang dikaji yakni Bagaimana Kewenangan Dinas Komunikasi dan Informatika Kabupaten Tangerang dalam Penanganan Pengaduan Masyarakat Berbasis Online melalui Aplikasi SP4N-LAPOR! terhadap kualitas pelayanan publik berdasarkan Peratuan Bupati Tangerang Nomor 20 Tahun 2021 tentang Pengelolaan Pengaduan Pelayanan Publik? kemudian Apa Kendala Dinas Komunikasi dan Informatika Kabupaten Tangerang dalam Penanganan Pengaduan Masyarakat Berbasis Online melalui Aplikasi SP4N-LAPOR! terhadap Kualitas Pelayanan Publik?. Adapun teori yang digunakan yaitu teori kewenangan dan teori pelayanan publik. Metode penelitian yang digunakan adalah yuridis empiris dengan spesifikasi penelitian deskriptif analitis. Dinas Komunikasi dan Informatika Kabupaten Tangerang memiliki kewenangan melakukan koordinasi dalam penanganan dan penyelesaian laporan pengaduan masyarakat pada SP4N-LAPOR!. Akumulasi jumlah laporan masuk tahun 2021-2023 melalui SP4N-LAPOR! mencapai 5.513 laporan sementara laporan selesai baru mencapai 1.946 termasuk disepanjang tahun 2023 masih terdapat laporan belum selesai berjumlah 874 laporan. Presentase penyelesaian laporan pengaduan SP4N-LAPOR! baru mencapai 29,1% dari target penyelesaian yakni 100%. Kurangnya Sumber Daya Manusia (SDM) dan tidak lengkapnya sarana dan prasarana menjadi kendala dalam proses penyelesaian laporan. Saran yakni meningkatkan sosialisasi kepada masyarakat mengenai SP4N-LAPOR!, penambahan jumlah petugas penanganan, serta penyediaan sarana dan prasarana yang layak dan memadai. | |||||||||
| Uncontrolled Keywords: | Tangerang Regency Communication and Information Service, Public Complaints, SP4N-LAPOR!. Dinas Komunikasi dan Informatika Kabupaten Tangerang, Pengaduan Masyarakat, SP4N-LAPOR!. | |||||||||
| Subjects: | K Law > K Law (General) | |||||||||
| Divisions: | 01-Fakultas Hukum 01-Fakultas Hukum > 74201-Program Studi Ilmu Hukum |
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| Depositing User: | Mrs Mutiara Larasati | |||||||||
| Date Deposited: | 07 May 2024 10:06 | |||||||||
| Last Modified: | 07 May 2024 10:06 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/35093 |
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