Implementasi Pelayanan Pengaduan Masyarakat dalam Mewujudkan Smart City Melalui “Surga” (Studi pada Dinas Komunikasi dan Informatika Kota Kediri)DwiAprillianawatiauthorCommunity demands for quality public services. The era of globalization demands the world to create innovation by utilizing the internet in the context of realizing 4.0. So the smart city concept is applied in all aspects of life. Such as community services through information technology. Technological developments make the government innovate to change its government system. Technological advances can be a solution to problems that arise. Public complaints in the implementation of public services aim to correct deficiencies that have been implemented. The government is obliged to provide the media with facilities and infrastructure for complaints and complaint management. The Kediri City Government has made an information technology innovation in providing public complaint services called Suara Warga or "Surga". The problem in this research is how to implement the citizen's voice complaint service and what factors can influence the implementation of online sambat both in positive and negative terms. The aim of this research is to describe the implementation of the "Surga" public complaint service and to analyze the factors that influencing the implementation of the "Surga" complaint service at the Kediri City Communication and Information Service. The author uses descriptive qualitative research methods. The analysis used refers to the 1975 Van Metter and Van Horn analysis model. The data collected was observation, documentation and interviews. Interviews were conducted with the Head of Resource Management and Public Information Services, the admin staff managing the Surga service website and the public as users of Surga services. This research is located at the Kediri City Communication and Information Service as the direct manager of the "Surga" complaint website. The results of this research show how the implementation of public complaint services through "Surga".HM SociologyHN Social history and conditions. Social problems. Social reformJS Local government Municipal government2024Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang;Ilmu Administrasi PublikThesis