Arvianti, Shinta (2025) Penerapan E-Government Pada Pengaduan Masyarakat Berbasis Online Di Ombudsman Perwakilan Provinsi Jawa Timur. (Implementation Of E-Government in Online-Based Public Complaints at the Ombudsman). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This study aims to describe and analyze the Implementation of E-Government in Online-Based Public Complaints at the Ombudsman in resolving public complaints at the Ombudsman Representative Office of East Java Province, which is based on 5 success factors according to the theory according to Indrajit (2004:15) Harvard JFK School of Government and (Moon 2008:168) Important aspects for implementing the concept of e-government in the public sector. The five factors include: Support, Capacity, and Value, Willingness, and Local Culture. This study adopts a qualitative research method, combining primary and secondary data sources. Data were obtained through data collection techniques such as observation, interviews, and documentation. The collected data will be analyzed through the stages of data collection, data presentation, data reduction, and drawing conclusions. This study aims to describe the Implementation of E-Government in Online-Based Public Complaints by the Ombudsman RI Representative Office of East Java Province in resolving online public complaints, and to identify supporting and inhibiting factors in its implementation. This system is designed to make it easier for people, especially those in remote areas or with limited mobility, to submit complaints anytime and anywhere. The use of digital technology in complaints also increases transparency, institutional accountability because the public can monitor the extent to which their reports are followed up, and the efficiency of public services. The results of the study show that this program is quite effective in helping to resolve public complaints. However, its implementation still faces several obstacles, such as limited infrastructure, minimal socialization, and low public literacy regarding complaint procedures. Therefore, government support is needed to improve the quality of the online complaint system.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Implementation Of E-Government, Public Complaints, Maladministration, Ombudsman, Public Services |
| Subjects: | H Social Sciences > H Social Sciences (General) J Political Science > JS Local government Municipal government |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | 1112100079 Shinta Arvianti |
| Date Deposited: | 20 Mar 2002 15:48 |
| Last Modified: | 20 Mar 2002 15:48 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/39292 |
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