PENINGKATAN PARTISIPASI WARGA NEGARA DALAM PELAYANAN PUBLIK MELALUI PEMANFAATAN LAMAN LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT (LAPOR!) DI KOTA BANDUNG : Studi Deskriptif pada Dinas Komunikasi dan Informasi Kota Bandung

• Main Author: Rheina Wulansari, - (Author)
• Format: Book
• Published: 2019-04-29.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/35191/1/S_PKN_1505434_Title.pdf; http://repository.upi.edu/35191/2/S_PKN_1505434_Chapter%201.pdf; http://repository.upi.edu/35191/3/S_PKN_1505434_Chapter%202.pdf; http://repository.upi.edu/35191/4/S_PKN_1505434_Chapter%203.pdf; http://repository.upi.edu/35191/5/S_PKN_1505434_Chapter%204.pdf; http://repository.upi.edu/35191/6/S_PKN_1505434_Chapter%205.pdf; http://repository.upi.edu/35191/7/S_PKN_1505434_Appendix.pdf
• Keywords: H Social Sciences (General); HE Transportation and Communications; JS Local government Municipal government

Penelitian ini dilatarbelakangi oleh rendahnya partisipasi masyarakat dalam pelayanan publik. Kesulitan dalam penyampaian aspirasi, keluhan dan pengaduan mengakibatkan kurangnya kontribusi masyarakat terhadap permasalahan yang terjadi. Hadirnya laman LAPOR! diharapkan menjadi salah satu alternatif dalam meningkatkan partisipasi masyarakat dalam hal pengawasan pelayanan publik sebagai bentuk dari E-Government. Dengan menggunakan pendekatan kualitatif dan metode deskriptif. Teknik pengumpulan data dengan cara wawancara, observasi, dokumentasi, dan studi kepustakaan. Teknik analisis data dengan cara reduksi data, penyajian data, penarikan kesimpulan dan verifikasi, serta melakukan validitas data. Hasil penelitian menunjukkan bahwa (1) adanya sistem LAPOR! dapat meningkatkan partisipasi warga negara dalam menyampaikan aspirasi dan pengaduan secara online. Hal ini dikarenakan LAPOR! mempermudah masyarakat dalam menyalurkan aspirasi, keluhan dan pengaduan serta proses tindak lanjut yang lebih cepat sehingga meningkatkan kepercayaan masyarakat. (2) LAPOR! dapat diakses oleh semua kalangan masyarakat dengan syarat dan ketentuan yang berlaku dimana dalam menggunakan LAPOR!, masyarakat tidak diperbolehkan untuk menyalahgunakan layanan dengan perbuatan yang melanggar hukum. (3) terdapat dua faktor penghambat peningkatan partisipasi melalui pemanfaatan LAPOR! diantaranya kurangnya koordinasi antara pemerintah dalam menindak lanjuti laporan serta kurangnya pengetahuan masyarakat mengenai program LAPOR!. (4) upaya dan strategi yang dilakukan Diskominfo Kota Bandung untuk peningkatan partisipasi warga negara ialah melalui bimbingan teknis, rapat koordinasi, sosialisasi berkesinambungan serta melalui kegiatan-kegiatan khusus. Kata Kunci : Partisipasi Warga Negara, Pelayanan Publik, Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR!), E-Government ABSTRACT RHEINA WULANSARI. (1505434). "IMPROVING CITIZENS' PARTICIPATIONS IN PUBLIC SERVICES THROUGH THE USE OF LAMAN LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT/ ONLINE ASPIRATION AND COMPLAINTS SERVICES FOR CITIZENS (LAPOR!) IN BANDUNG." The present study was driven by the low participation of citizens in public services. The difficulty faced by citizens in speaking out their aspirations and complaints on the current problems is considered as one of the significant factors leading to low participation in public services. LAPOR! has been introduced to the public as an alternative to increasing citizens' participation in public services. A qualitative method with a descriptive approach was used in the current study to answer the research questions. Interview, observations, document analysis and reviewing literature were done to collect the data for the current study. Data reduction, data presentation, drawing conclusions and verification, and data validity were also done to analyze the collected data. Based on the findings, it was found that (1) the existence of LAPOR! could increase the citizens' participation in speaking out their aspirations and complaints remotely. The reason was that LAPOR! could help the citizens in easily speaking out their aspirations and complaints and get faster feedback that leads to increasing public trust. (2) LAPOR! is available for all people regardless of their ages and occupations. (3) Two factors were found as obstacles for people in accessing the LAPOR! which are lack of coordination between the government in following up reports and lack of public knowledge about the LAPOR! program. (4) The efforts and strategies carried out by Diskominfo in Bandung to increase citizen participation were through technical guidance, coordination meetings, continuous socialization and through special activities. Keywords: Citizens' participation, public services, LAPOR!, E-Government