| Title | E-Complaint, Smart City and Local Government in Indonesia: Case Study in Surakarta City |
|---|---|
| ID_Doc | 36390 |
| Authors | Luthfia, AR; Alkhajar, ENS |
| Title | E-Complaint, Smart City and Local Government in Indonesia: Case Study in Surakarta City |
| Year | 2018 |
| Published | |
| Abstract | In late 2013, Surakarta local government launched an online complaint handling service or e-complaint known as the Surakarta Complaint Handling Service Unit (ULAS, Unit Layanan Aduan Surakarta). The local government hopes that the unit can become the primary place for Surakarta citizens to submit their complaint about the city's public services. By using quantitative and qualitative content analysis, this research examines the e-complaint practical performance recorded in its website in relation to the smart city concept currently applied in Surakarta. The results showed that e-complaint practice has performed well even though it is not in its maximum usage since there are some problems which require immediate solutions. |
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