Open government through public complaint management: Success stories from the Jakarta Provincial government

Abstract

The relationship between open government and public complaints is closely related to transparency, accountability, and public participation in government. The following are some relationships between the two: Transparency in open government aims to increase transparency in providing public information, including information related to public complaints. It allows the public to access information related to public services and the complaints process. Public participation in open government encourages active public participation in the decision-making process. With an open and transparent public complaints mechanism, the public can participate by providing input, submitting complaints, or providing suggestions for improving public services. Accountability in open government emphasizes government accountability to the public. By integrating the public complaint system within the open government framework, the government can more easily be held accountable for handling and following up on complaints. In terms of service innovation and improvement, the government can identify possible problems in public services and take steps to improve the efficiency, quality, and responsiveness of these services by collecting data and information from public complaints. Thus, open government and public complaints support each other to create an environment that is more transparent, participatory, accountable, and responsive to public needs.

Keywords

• open government
• Jakarta
• public complaint management
• public satisfaction index
• service quality
• importance-performance analysis