ANALYSIS OF THE IMPLEMENTATION OF HANDLING PUBLIC COMPLAINTS TO THE PRESIDENT OF THE REPUBLIC OF INDONESIA AT THE MINISTRY OF STATE SECRETARIAT
ANALISIS IMPLEMENTASI PENANGANAN PENGADUAN MASYARAKAT KEPADA PRESIDEN RI PADA KEMENTERIAN SEKRETARIAT NEGARA
DOI:
https://doi.org/10.36526/sosioedukasi.v14i1.5783Keywords:
Policy implementation; Public complaint handlingAbstract
Public complaints represent a form of public participation in overseeing government administration, and they are mandated to be addressed by government institutions. The Ministry of State Secretariat is one such institution that handles public complaints directed to the President, who is the highest authority in government administration in Indonesia. The implementation of the policy for handling public complaints to the President within the Ministry of State Secretariat presents an interesting locus for research, as it has distinct characteristics compared to other government institutions in managing public complaints. This study uses Grindle's (2017) policy implementation model as the analytical framework, with a post-positivist research approach. The findings indicate that the implementation of public complaint handling to the President by the Ministry of State Secretariat has not been optimal. Although target achievements have been met, they remain inconsistent, and budget allocations are insufficient to support program implementation. In terms of Content of Policy, three aspects are suboptimal: the interests affected, extent of change envision, and the resources used. Regarding Context of Policy, two underperforming aspects are the power, interests, and strategies of the involved actors, as well as implementer compliance. These shortcomings have resulted in a low rate of follow-up responses from relevant institutions to public complaints forwarded by the Ministry of State Secretariat to the President. Additionally, there are still public complaints addressed to the President that are being handled beyond the stipulated time frame.
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