RESPONSIVITAS DINAS KOMINFO KOTA PADANG DALAM PENANGANAN PENGADUAN PELAYANAN PUBLIK MELALUI SP4N-LAPOR!

Abstract

This research aims to describe the responsiveness of the Department of Communication and Information Technology (Dinas Kominfo) of Padang City in handling public service complaints through the SP4N-LAPOR! application, while also identifying the factors that influence it. This research uses a descriptive qualitative approach. Data collection techniques were carried out through semi-structured in-depth interviews and document analysis. Informants were determined using purposive sampling, involving officials and staff of Dinas Kominfo Padang City as well as managing administrators from three partner agencies, namely Dinas PUPR, Dinas Sosial, and Satpol PP. Data analysis refers to the six responsiveness indicators from Zeithaml et al. (1990). The results show that the responsiveness of Dinas Kominfo is administratively adequate, marked by a completion rate of 98.1 percent within 17 working days. However, substantively there are still several weaknesses: the claimed 1x24-hour distribution speed has not been consistently confirmed from receiving agencies, report closures in the system do not always reflect actual field resolution, and verification consistency depends entirely on a single administrator without formal oversight mechanisms. Supporting factors are personal and informal in nature, while inhibiting factors encompassing central server disruptions, administrative double-jobbing, absent written SOPs, low public digital literacy, and uneven agency commitment are structural and systemic. This research concludes that more systematic policy intervention is needed, including the addition of exclusive administrative personnel, formalization of coordination mechanisms, and strengthening of Dinas Kominfo's supervisory function over partner agencies, so that responsiveness currently relying on individual capacity can transform into an institutionally sustainable system.