Institutional Repository UIN Sunan Kalijaga YogyakartaIMPLEMENTASI KEBIJAKAN PENGELOLAAN PENGADUAN MASYARAKAT BERDASARKAN PERATURAN GUBERNUR NOMOR 13 TAHUN 2018 TENTANG PENGELOLAAN PENGADUAN MASYARAKAT MELALUI MEDIA KOMUNIKASI ELEKTRONIK DI JAWA TENGAHNIM.: 22103070027Najwa Syifa Salsabilla IchsaniaauthorThe management of the “LaporGub!” public complaint platform in Central Java is governed by Governor’s Regulation No. 13 of 2018 on the Management of Public Complaints via Electronic Communication Media in Central Java. This regulation serves as a guideline for handling public complaints, ensuring that complaints submitted through electronic communication media are managed professionally while also serving as a means for public participation in overseeing government administration and improving the quality of public services in Central Java. In practice, a gap was found between the established policy and the actual implementation of public complaint management, as some complaints dating back several years experienced delays in the follow-up process and stalled at the verification stage. This study examines the issue of delays in the follow-up process for reports submitted via the LaporGub! Central Java complaint platform. The purpose of this study is to assess the delivery of public services on the LaporGub! platform in accordance with Governor’s Regulation No. 13 of 2018. The method used in this study is the empirical-juridical method, also known as field research, which is a type of research that examines how legal policies are applied in society through a descriptive-analytical approach. The research approaches employed include three approaches: the Statutory Approach, the Conceptual Approach, and the Case Study Approach. Data were collected through interviews to obtain primary data and through observation and documentation to obtain secondary data. The theoretical framework used in this study includes George C. Edward III’s theory of policy implementation and Imam al-Mawardi’s theory of administrative politics. The research findings indicate that the management of public complaints has generally been effective and makes open use of information technology. However, based on policy implementation theory, it has not yet been optimized. The factors of disposition or attitude and bureaucratic structure have been implemented in accordance with the ideas of George C. Edward III. Meanwhile, the factors of communication and resources have not been optimally implemented due to limitations in human resource coordination capacity at several recipient agencies or Regional Apparatus Organizations (OPDs). Imam Al-Mawardi’s political theory of administration, has been functioning optimally. This can be seen through the fulfillment of the factors of competence (kafaa), trustworthiness (amanah), and orientation toward the public good (kemaslahatan), in accordance with Al-Mawardi’s philosophy.342 Hukum Tata Negara2026-07-21UIN SUNAN KALIJAGA YOGYAKARTA;FAKULTAS SYARIAH DAN HUKUMThesis

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