Yulianna, Yulianna (2021) Implementasi Program Sistem Aplikasi Masyarakat Bertanya Terpadu (Sambat) Online di Kota Malang (Berdasarkan Perwali No.19 Tahun 2010 Tentang Penyelenggaraan Pelayanan Pengaduan di Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

The purpose of this study is to determine the factors that influence the implementation of the SAMBAT Online Program in Malang City and to find out whether the implementation of the SAMBAT Online Program has gone according to the Malang City Regulation No.19 of 2010 concerning the implementation of complaint services in Malang City.
This type of research is qualitative based on the philosophy of postpositivism, used to examine the condition of natural objects. This research is located at the location of the Department of Communication and Informatics (DISKOMINFO) Malang City which coincides in Mayjen Sungkono, Arjowinangun, Kec. Kedungkandang, Malang City.
The results of this study Communication and the contents of the policy was conveyed directly by the Mayor of Malang to the community, thus to be accepted and followed up by Communication and Informatics of Malang City as the executor of the program. The available resources are quite available, from human resources (Human Resources) there are sufficient numbers of expertise, equipment resources are sufficient because the policy is focused not on development but focuses on services through technology. Disposition by existing policy actors shows a positive response so that it can encourage policy implementation with both get to the field. A good bureaucratic structure, as well as coordination and communication between agencies related to these policies runwell so that these policies can be carried out properly and easily. Characteristics of employees who are loyal to the government and also the people of Malang Citywho are obedient to the government in power make all policies made government can run well in the field. implementers of the SAMBAT Online program must check the tools periodically and continuously. In addition, the community also felt that the complaint was not resolved quickly because the priorities of each OPD in Malang were different.

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