RESPONSIVE GOVERNANCE APLIKASI KANAL KONSULTASI PAJAK HALO BAPPENDA DI KABUPATEN BOGOR

Abstract

High-quality public service is a fundamental prerequisite for achieving effective governance that is oriented toward public interests. Digital transformation has encouraged local governments to adopt the principle of responsive governance, defined as the ability to respond to public needs and complaints quickly, accurately, and with effective solutions. The Government of Bogor Regency developed the Halo Bappenda tax consultation channel application as an e-government instrument to improve access to information and enhance the quality of interaction with the public. However, the application’s low rating of only 2.2 out of 5 on the Google Play Store, along with numerous complaints regarding slow responses, indicates a gap between its intended objectives and operational reality. This study aims to analyze the implementation of responsive governance in the Halo Bappenda application and to identify its supporting and inhibiting factors. Using the responsiveness theory of Zeithaml et al. as cited in Hardiansyah (2011) and a qualitative descriptive approach, data were collected through in-depth interviews, observation, and document analysis involving seven informants, consisting of Bappenda employees and community users. The findings show that the implementation of responsive governance has not yet been optimal: service speed and accuracy remain low, responses are inconsistent, and complaint handling does not meet established time standards. Supporting factors include the utilization of digital technology and the competence of human resources, while inhibiting factors encompass limited infrastructure, an insufficient number of operators, technical issues within the application, and low levels of public literacy and socialization. Academically, this research contributes by providing an empirical evaluation of responsive governance practices in digital public services at the local government level. Practically, the findings highlight the need to strengthen internal governance, enhance human resource capacity, and update the application system to make it more adaptive and inclusive to public needs.