Community Complaint Management Strategies through Information Technology to Realize Open Government in the Makassar City Government
DOI:
https://doi.org/10.37899/np-ijpsm.v1i1.21Keywords:
Community Complaint Management, Information Technology, Open GovernmentAbstract
The rapid advancement of information technology has transformed the way governments interact with citizens and deliver public services. One important manifestation of this transformation is the implementation of technology-based community complaint management systems aimed at improving transparency, accountability, and citizen participation. This study examines the strategies employed by the Makassar City Government in managing community complaints through information technology and analyzes their contribution to the realization of Open Government. The study adopts a qualitative approach with a descriptive case study design. Data were collected through in-depth interviews, observations, and documentation involving government officials, complaint management administrators, relevant local government agencies, and community members. The collected data were analyzed using the interactive model of data analysis consisting of data reduction, data display, and conclusion drawing. The findings reveal that the Makassar City Government has implemented several strategic measures in managing community complaints, including the utilization of digital complaint platforms, the establishment of standardized complaint-handling procedures, inter-agency coordination, transparency mechanisms, public participation initiatives, and continuous monitoring and evaluation processes. These strategies have contributed to strengthening the principles of Open Government by enhancing transparency through accessible complaint information, encouraging citizen participation in governance processes, and improving accountability through systematic complaint resolution. The study also identifies several supporting factors, such as technological infrastructure, leadership commitment, human resource capacity, regulatory support, and community participation. However, challenges remain, including limited digital literacy, technical system constraints, inter-agency coordination issues, and delays in complaint resolution. Overall, the study concludes that technology-based complaint management serves as an effective governance instrument for fostering a more transparent, participatory, and accountable government in Makassar.
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