STRATEGI KOMUNIKASI PENANGANAN ADUAN MASYARAKAT JAWA TIMUR MELALUI PROGRAM SP4N-LAPOR! PADA DINAS KOMUNIKASI DAN INFORMATIKA PROVINSI JAWA TIMUR

Kusnadi, Dina Nur Halizah (2022) STRATEGI KOMUNIKASI PENANGANAN ADUAN MASYARAKAT JAWA TIMUR MELALUI PROGRAM SP4N-LAPOR! PADA DINAS KOMUNIKASI DAN INFORMATIKA PROVINSI JAWA TIMUR. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Dewasa ini kehidupan manusia tidak bisa lepas dari teknologi, terlebih lagi di era industri 4.0. Semua hal selalu melibatkan teknologi informasi dari berbagai termasuk bidang pelayanan publik. Sebagai bentuk implementasi e-government, pemerintah Provinsi Jawa Timur hadir dengan program yang diberi nama “SP4N-LAPOR!”. Penelitian ini bertujuan untuk mendeskripsikan strategi komunikasi yang digunakan Dinas Komunikasi dan Informatika (DISKOMINFO) Jawa Timur dalam menangani keluhan masyarakat melalui program “Sp4n-Lapor!”. Metode yang digunakan peneliti yaitu deskriptif dengan jenis penelitian kualitatif. Penelitian ini menggunakan teknik pengumpulan data dengan wawancara, observasi, dan dokumentasi. Peneliti menggunakan konsep empat tahap manajemen strategi komunikasi menurut cutlip dan center. Empat siklus tersebut terdiri dari analisis situasi, perencanaan dan pemograman, tindakan aksi komunikasi, serta evaluasi. Data yang didapatkan akan diuji keabsahannya menggunakan triangulasi data. Hadirnya program Sp4n-Lapor! ini agar dapat mewujudkan kesamaan pemahaman, kesatuan langkah, dan tindakan dalam mengelola aduan. Sp4n-Lapor! dibentuk untuk merealisasikan “no wrong door policy”. Dalam Diskominfo Jatim, pengelola Sp4n-Lapor terbagi menjadi dua bagian. Pertama, sebagai admin koordinator Sp4n-Lapor! Jawa Timur dengan membawahi 55 OPD dan 38 Kabupaten/Kota seluruh Jawa Timur. Kedua, Diskominfo Jatim sebagai pejabat penghubung dalam Sp4n-Lapor!. Tugas dan kewajiban pejabat penghubung yaitu mengelola serta merespon aduan yang masuk pada Sp4n-Lapor! Diskominfo Jatim. (Nowadays human life cannot be separated from technology, especially intheindustrial era 4.0. All things always involve information technology fromvariousfields including the field of public services. As a form of e-government implementation, the East Java Provincial government comes with a programcalled"SP4N-LAPOR!". This study aims to describe the communication strategy usedbythe Department of Communication and Information (DISKOMINFO) of East Javain dealing with public complaints through the "Sp4n-Lapor!" program. The methodused by the researcher is descriptive with the type of qualitative research. Thisstudy uses data collection techniques with interviews, observation, anddocumentation. The researcher uses the concept of four stages of communicationstrategy management according to cutlip and center. The four cycles consist of situation analysis, planning and programming, communication actions, andevaluation. The data obtained will be tested for validity using data triangulation. The presence of the Sp4n-Lapor program! This is in order to realize a commonunderstanding, unity of steps, and actions in managing complaints. Sp4n-Report! formed to realize the "no wrong door policy". In the East Java Diskominfo, Sp4n- Lapor managers are divided into two parts. First, as the admin coordinator of Sp4n-Lapor! East Java by overseeing 55 OPD and 38 regencies/cities throughout East Java. Second, East Java Diskominfo as liaison of icer in Sp4n-Lapor!. Theduties and responsibilities of the liaison of icer are to manage and respondtocomplaints submitted to Sp4n-Lapor! East Java Discominfo. Keywords: Sp4n-Lapor!, East Java Diskominfo, Complaints, Communication Strategy)

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