PORTALJABAR, BANDUNG CITY - The West Java Provincial Government has just launched the West Java Integrated Complaint Service and Hotline. This service is a form of government responsibility in providing a forum for people who wish to convey input, complaints and suggestions regarding public services.

Head of the West Java Province Communication and Information Service, Ika Mardiah, said that there is still confusion among residents regarding how to get information or solutions related to public services.

"We aim to increase the openness and effectiveness of our complaints system to address and respond to issues experienced by residents," said Ika, Wednesday (13/3/2024)

There are 3 main features in this integrated service, namely Citizen Complaints, West Java Hotline, and Emergency Number. Each feature has a different function that can be utilized by West Java residents via the Sapawarga Jabar Super App.

The Citizen Complaints feature functions to follow up on non-emergency public complaints in the categories of infrastructure, waste problems and complaints about government services.

This feature, or what could be called an Integrated Electronic Complaint System, has been integrated with the ASN TRK (Performance Remuneration Allowance) application so that complaints can be followed up directly and quickly by the relevant regional apparatus. Furthermore, residents can see the status of complaints and the history of complaint follow-up in real-time in Sapawarga.

There is also a West Java Hotline feature which acts as a liaison between the community and the city/district government by providing information which includes emergency services, information services, and citizen complaints in priority areas in the categories of health services, population, employment, infrastructure, etc.

It is hoped that the presence of this integrated service can run more effectively and efficiently. The government's responsiveness and transparency towards citizen complaints is also an important factor, especially in building trust and better relations between the government and the community.

Citizen participation is also expected to be actively involved in the process of monitoring and improving the quality of public services and government policies.