ADVOKASI STRATEGI MANAJEMEN PENGADUAN MASYARAKAT DALAM PERIZINAN DAN NON PERIZINAN DI DPMPTSP KOTA SEMARANG

Abstract

This community service aims to assist the Office of Investment and One Stop Integrated Services (DPMPTSP) in making a Study on Management of Public Complaints in Licensing and Non-Licensing in the City of Semarang, determining the strategy, knowing the level of community satisfaction with handling complaints and increasing the competence of implementing complaints. The methodology used is the first one is library research, namely through the search for information regarding legal regulations regarding the handling of public complaints that will be and have been implemented, the second survey method is used to obtain an overview of local government policies related to public complaint management with a research focus: Profile mechanism for public complaints, actors involved in handling complaints, infrastructure, follow-up, and analyzing the results of surveys that have been conducted. Based on the results of the study conducted, it shows that the management of complaints has been assessed as good by the community because almost all complaints made are completed in one day, all complainants are considered to have good competence because they master the complaints problem and how to solve it. However, there are several things that still need to be improved, including the formulation of the Office's vision and mission, the improvement of the SOP for complaints via telephone and those who come directly to the Office, as well as adjusting the rules for using the network during working hours, considering that most complaints are made via the web.

 Keywords: complaint management strategy, regulation, complaint implementing competence.