ANALISIS PENERAPAN RESPONSIVE GOVERNANCE PADA APLIKASI KANAL ADUAN SAPA MBAK ITA DI KOTA SEMARANG

Abstract

The quality of public services is one of the key indicators of successful governance. In the digital era, the implementation of responsive governance is a strategic approach that emphasizes the government's ability to respond to the needs, aspirations, and issues of society quickly, effectively, and with a solution-oriented approach.The Sapa Mbak Ita complaint application, as an e-government innovation in Semarang City, is designed to facilitate communication between the government and the public through a fast, transparent, and effective complaint channel. This study aims to evaluate the implementation of responsive governance principles through the Sapa Mbak Ita application while identifying supporting and inhibiting factors.This research applies the Responsive Governance theory by UNDP (2015) to measure the implementation of responsive governance. A qualitative descriptive method was used, with primary data obtained from in-depth interviews and observations, as well as secondary data from reports, books, journals, research papers, and relevant documents. The subjects of this study include the Sub-Coordinator of Public Aspirations and Information Management, Public Relations Managers, Complaint Analysts, and the people of Semarang City.The findings indicate that this application has improved the government's responsiveness to the public. However, several challenges remain, including infrastructure limitations, an integrated complaint management system that is not yet fully optimized, and technical issues such as application bugs and photo upload limitations, which slow down the reporting process.In conclusion, the implementation of responsive governance in this application has been applied but has not fully met all complaints due to technical constraints, weak management systems, and public communication challenges. Therefore, the Semarang City Government should focus on improving application infrastructure, enhancing human resource training, and strengthening public engagement through more interactive and comprehensive communication strategies.