POLICY ANALYSIS OF THE COMPLAINTS AND RESPONSIVENESS MECHANISM AT THE BEKASI REGENCY INVESTMENT AND ONE-STOP INTEGRATED SERVICE OFFICE

Abstract

Public services cover various aspects of life that are very broad, where there are people who are served, and serve, Public services are provided by the government to meet all the needs of the community. There are so many problems with public services organized by the government, so it is necessary to immediately make changes or reforms by improving public services such as in the case of complaints services related to licensing and non-licensing This study aims to analyze the policy of the complaint mechanism and employee responsiveness as well as analyze the perception of the public using the services of the Bekasi Regency Investment and One Stop Integrated Service. This study uses qualitative methods. With data collection techniques using interviews, observation, and documentation, to analyze data with data reduction methods, data display, and conclusion drawing/verification. The locus of this research is concentrated on the information, complaints, evaluation, and control of licensing of complaint services, employees, and the public who use the services. The results of this study indicate that the complaint mechanism has been regulated in the policy in the Regent Regulation Number 91 of 2021 and the Decree of the Head of the Investment Service and One Stop Service Number 600/238.5/DPMPTSP/2018, only that there are obstacles in this policy which regulates the processing time. Settlement of complaints problems that take too long to provide complaint settlement time, as well as good and friendly responsiveness of complaint service employees, but the response of employees in storing complaint data files that need to be considered again because there are some users whose complaints have not been resolved because the data files have been given to the service lost or tucked away, and the public's perception of the complaint served on the point of employee ability as measured by the suitability of educational background, ability to respond, ease of access, and timeliness.