Malik Supriatna, Mohamad (2025) COLLABORATIVE GOVERNANCE DALAM PENGELOLAAN PENGADUAN APLIKASI JAKARTA KINI (JAKI) DI KELURAHAN KOJA KOTA JAKARTA UTARA. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study examines the implementation of Collaborative Governance in managing public complaints through the Jakarta Kini (JAKI) application in Kelurahan Koja, North Jakarta, which has the lowest user participation rate compared to other regions. Drawing on the Collaborative Governance theory by Ansell and Gash (2007), the research focuses on five key indicators: face-to-face dialogue, trust-building, commitment to the process, shared understanding, and intermediate outcomes. This descriptive qualitative study utilizes primary data collected through interviews and observations, alongside secondary data from documents and literature. The findings reveal several challenges in implementing Collaborative Governance in Kelurahan Koja, including low community participation, limited direct interaction between reporters and officers, insufficient public awareness campaigns, and the lack of private sector involvement in collaborative efforts. While the JAKI application, integrated with the Cepat Respon Masyarakat (CRM) system, has improved the efficiency of complaint management, active community engagement remains limited. The study concludes that the success of collaborative efforts hinges on strengthened coordination, enhanced public outreach programs, and the development of more effective two-way communication mechanisms. As a recommendation, engaging the private sector in the collaboration process is critical, particularly to support educational campaigns and technological initiatives that can expand the accessibility and impact of the JAKI application. Synergies among the government, community, and private sector are expected to improve inclusivity, trust, and the effectiveness of public complaint management through digital systems, ultimately ensuring more responsive and accountable public services.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Penelitian ini mengkaji penerapan Collaborative Governance dalam pengelolaan pengaduan masyarakat melalui aplikasi Jakarta Kini (JAKI) di Kelurahan Koja, Jakarta Utara, yang memiliki tingkat partisipasi pengguna terendah dibandingkan wilayah lain. Berdasarkan teori Collaborative Governance Ansell dan Gash (2007), penelitian ini berfokus pada lima indikator utama: dialog tatap muka, membangun kepercayaan, komitmen terhadap proses, pemahaman bersama, dan hasil sementara. Penelitian menggunakan metode deskriptif kualitatif dengan data primer berupa wawancara dan observasi, serta data sekunder dari dokumen dan literatur. Hasil penelitian menunjukkan bahwa implementasi Collaborative Governance di Kelurahan Koja menghadapi kendala seperti rendahnya partisipasi masyarakat, kurangnya dialog langsung antara pelapor dan petugas, minimnya sosialisasi, dan tidak adanya keterlibatan sektor swasta dalam kolaborasi. Sementara aplikasi JAKI yang terintegrasi Cepat Respon Masyarakat (CRM) telah meningkatkan efisiensi pengelolaan pengaduan, partisipasi aktif masyarakat masih terbatas. Penelitian menyimpulkan bahwa keberhasilan kolaborasi memerlukan penguatan koordinasi, peningkatan sosialisasi aplikasi JAKI, dan pengembangan mekanisme dialog dua arah yang lebih efektif. Sebagai saran, penting untuk melibatkan sektor swasta dalam kolaborasi, terutama dalam mendukung kampanye edukasi dan teknologi untuk memperluas jangkauan aplikasi JAKI. Sinergi antara pemerintah, masyarakat, dan sektor swasta diharapkan dapat meningkatkan inklusivitas, kepercayaan, dan efektivitas pengelolaan pengaduan masyarakat melalui sistem digital, sehingga pelayanan publik dapat berjalan lebih responsif dan akuntabel. | ||||||
| Uncontrolled Keywords: | Collaborative Governance, JAKI, Kelurahan Koja, complaint management, community participation, private sector, public service. Collaborative Governance, JAKI, Kelurahan Koja, pengelolaan pengaduan, partisipasi masyarakat, sektor swasta, pelayanan publik. | ||||||
| Subjects: | H Social Sciences > Public Administration H Social Sciences > H Social Sciences (General) |
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| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Mohamad Malik Supriatna | ||||||
| Date Deposited: | 20 Feb 2025 02:31 | ||||||
| Last Modified: | 20 Feb 2025 02:31 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/46043 |
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