DIGITALIZATION OF THE COMMUNITY COMPLAINT SYSTEM TO ENHANCE TRANSPARENCY AND ACCOUNTABILITY OF DPMPTSP SERVICES IN BANYUMAS REGENCY

Abstract

This study explores the digitalization of the community complaint management system at the Investment and One-Stop Integrated Service Office (DPMPTSP) of Banyumas Regency. The research aims to evaluate how digital transformation enhances transparency, accountability, and service efficiency within public administration. A mixed-method approach was employed, combining qualitative data from interviews with DPMPTSP staff and public users with quantitative data derived from the Indeks Kepuasan Masyarakat (IKM) surveys and system performance analytics. The findings indicate that digital complaint platforms, AI-powered chatbots, and automated ticketing systems significantly improve response time, complaint resolution efficiency, and citizen engagement. Additionally, integrating real-time monitoring and data analytics dashboards allows for better decision-making and continuous service improvement. However, challenges remain, including digital literacy gaps, cybersecurity concerns, and the need for interdepartmental coordination. This study highlights the importance of user-centered digital solutions in modernizing government services and proposes policy recommendations to enhance system adoption, security, and long-term effectiveness. By addressing these challenges, DPMPTSP Banyumas can fully optimize its digital complaint management system to strengthen public trust and service quality.