The Strategy of the Surakarta City Government in Analyzing and Following up Public Reviews of Public Services

DOI

10.2991/978-2-38476-436-5_6How to use a DOI?

Keywords

Community Reviews; Public Services; Government Strategies

Abstract

This study aims to analyze the strategies implemented by the Surakarta City Government in managing public reviews in order to improve the quality of public services. Active participation of the community in providing feedback becomes an important element in encouraging the improvement and innovation of public services. The Surakarta City Government has developed the Surakarta Complaints Service Unit (URAS) as a digital platform that allows the public to submit complaints, suggestions, and appreciation in real-time. In addition to reviewing, the government also routinely conducts a Survey of Community Satisfaction (SKM) and monitor reviews on social media to identify problems and determine service improvement steps. This study uses a qualitative approach with the case study method, which focuses on analyzing the review mechanism for the Review of the Communication and Information Office (Diskominfo) and the Surakarta City Investment and One-Stop Integrated Service and Service Office (DPMPTSP). Semi-structured interviews are carried out with related officials to understand the implementation of strategies and challenges in managing community reviews. Data and Big Data Analytics Based Policy Analysis Theory is used as a theoretical foundation in understanding the mechanism of managing public feedback and its application in public policy. The results showed that the Surakarta City Government had implemented various mechanisms in managing community reviews, including data processing from reviews, SKM, and social media to identify complaints trends and develop policies that were more targeted. Data shows that from 2019 to 2023, the number of complaints through the review increased significantly, indicating a high public awareness of the importance of their role in evaluating public services. In 2023, the number of complaints reached 15,003 with a 100%resolution rate, showing the effectiveness of this platform in following up on public complaints. The main strategies implemented by the government in following up on community reviews include the development and optimization of digital platforms, the formation of a fast response team, socialization and education of the community, and improving the quality of human resources. Analysis of the effectiveness of this strategy shows that the majority of public complaints have been responded to very responsive. In the first quarter of 2024, out of 3,280 complaints that came in, around 51.49% were successfully responded to in less than 1 day, proving the effectiveness of the fast response team formed. In addition, the public education strategy carried out through social media and face-to-face campaigns succeeded in increasing public awareness about the importance of conveying constructive reviews. However, this research also identifies several challenges in implementing strategies, such as the low level of community participation in providing reviews through digital platforms and lack of socialization regarding the benefits of managing reviews. In addition, the government faces obstacles in ensuring that the review received really reflects the condition of the field, so that a tighter verification mechanism is needed. To overcome this challenge, the Surakarta City Government has sought to improve the quality of HR managers of review management and develop data-based verification mechanisms to ensure the validity of public complaints. Overall, this research shows that the strategy of managing community reviews applied by the Surakarta City Government has had a positive impact on improving the quality of public services. With the use of digital technology, the mechanism of fast response, and active involvement of the community, the city of Surakarta is able to create a more transparent, efficient, and responsive public service system for the needs of citizens. However, the optimization of socialization and innovation in the verification mechanism is still needed so that the management of community reviews can be more effective in the future.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Nunik Retno Herawati
AU  - Neny Marlina
AU  - Meyla Khofi Yanida
PY  - 2025
DA  - 2025/07/01
TI  - The Strategy of the Surakarta City Government in Analyzing and Following up Public Reviews of Public Services
BT  - Proceedings of the 9th International Conference on Indonesian Social and Political Enquiries (ICISPE 2024)
PB  - Atlantis Press
SP  - 57
EP  - 71
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-436-5_6
DO  - 10.2991/978-2-38476-436-5_6
ID  - Herawati2025
ER  -