Analisis Kinerja Pegawai dalam Pelaksanaan Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional-Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N-LAPOR) pada Dinas Komunikasi dan Informatika Kabupaten Sidoarjo Jawa Timur. (Analysis of Employee Performance in the Implementation of the National Public Service Complaint Management System-People's Online Aspiration and Complaint Service (SP4N-LAPOR) at the Communication and Information Office of Sidoarjo Regency, East Java).

Aprilia, Audrey Rizky (2024) Analisis Kinerja Pegawai dalam Pelaksanaan Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional-Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N-LAPOR) pada Dinas Komunikasi dan Informatika Kabupaten Sidoarjo Jawa Timur. (Analysis of Employee Performance in the Implementation of the National Public Service Complaint Management System-People's Online Aspiration and Complaint Service (SP4N-LAPOR) at the Communication and Information Office of Sidoarjo Regency, East Java). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

An organization is a group or individual who works together to achieve a common goal. In government organizations, Human Resources are a valuable asset in managing government. In government, ASN is a very vital asset for carrying out administrative tasks. The government has an obligation to meet the needs of society. The government is required to have Human Resources which the Government has a program in which this program is a means of receiving complaints from the public. SP4N-LAPOR is a government program that the government uses to implement to guarantee the public's rights so that every complaint, regardless of its origin or type, will be forwarded to a public service provider who is competent to respond to it. The SP4N-LAPOR service already has many sites for complaints, such as Twitter, applications on Android or iOS, SMS and Twitter. In this research, we assess how employees perform in serving public complaints that come in through SP4N-LAPOR. This research method uses qualitative research methods. The results of this research are the performance carried out by employees in implementing SP4N-LAPOR, employees provide services quite well. Complaints received via SP4N�LAPOR have been responded to well and in a timely manner by employees.

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