Digitalisasi Pelayanan Publik: Membandingkan Platform Pengaduan Masyarakat di Malang, Surakarta, dan Bogor

The digitalization of public services is a critical component in the evolution of government administration in the digital era. The purpose of this study is to conduct a comparative study of digital public grievance platforms in three Indonesian cities: Malang, Surakarta, and Bogor. This study employs qualitative method with content analysis via an in-depth examination of official city government websites related to public grievance platforms in the three cities. Information service quality, user engagement and grievance handling are assessed. The findings of this study reveal the pluses and minuses in the three cities' use of digital public complaint platforms. Our findings reveal how Ulas By Surakarta City is the best among these three cities because of its high levels of engagement, with quick response times and a focus on transparency. Meanwhile in Malang City and Bogor Regency, while functioning well, faces challenges in increasing user engagement and transparency levels. These findings shed light on the role of digital citizen grievance platforms in connecting governments and citizens. The findings of this study suggest that adequate resources, digital literacy, effective communication, and a supportive organizational culture are critical for maximizing the positive impact of digitalization in public administration