Strategi Komunikasi Penanganan Aduan Pada Program Sp4n-Lapor! Dinas Komunikasi dan Informatika Jawa Timur

Abstract

The rapid development of technology in the current industrial era, facilitates all activities. Including in terms of public services in a government. As a manifestation of the implementation of e-government, the government of East Java Province came up with a program called SP4N-LAPOR!. This study aims to describe the communication strategy used by the Department of Communication and Information (DISKOMINFO) of East Java in dealing with public complaints through the program. The method used by the researcher is descriptive with the type of qualitative research. This study uses data collection techniques with interviews, observation, and documentation. The researcher uses the concept of four stages of communication strategy management. The data obtained will be tested for validity using source triangulation. This program was formed to realize a no wrong door policy which ensures that every complaint is handled by the authorized party. In the East Java Diskominfo, the complaint program manager is divided into two parts. First, as the admin coordinator for East Java in charge of 58 OPDs. Second, East Java Diskominfo as a liaison officer. With the task of managing and responding to complaints that come in at Diskominfo.