Klojen (malangkota.go.id) – As an effort to optimize services for the community, the Malang City Government (Pemkot) through the Malang City Communication and Information Service (Diskominfo) held a Technical Guidance for Improving Human Resources for Public Complaints Management within the Malang City Government from July 29 to August 1, 2024 at the Malang City Mini Block Office.

Head of the Public Communication and Information Division (KIP) of the Malang City Communication and Information Office, Ismintarti, SP in his report stated that this activity was carried out as an effort to improve the competence, knowledge, and skills of human resources managing complaints in responding to public complaints with good communication techniques and appropriate problem solving.
"The participants of the technical guidance are all complaint management admins in the Malang City Government with a total of 111 regional apparatuses up to the sub-district and health center levels with a three-day implementation mechanism so that the process of transferring knowledge of communication techniques in responding to complaints can be carried out more optimally," he explained.
It was revealed that during the period of January-June 2024, the Malang City Government received a total of 1.367 complaints with a complaint response percentage of 100 percent with an average complaint response of one working day. This achievement is still 47 percent of the SP4N-LAPOR! complaint management action plan for 2020-2024, because in 2024 the Malang City Government has a target number of complaints of 2.920 complaints with a complaint response percentage of 100 percent.
"To achieve this target, the strategy is to integrate complaints into the SP4N LAPOR! application from various complaint channels, including SAMBAT Online, Call Center 112, social media and the Ngobrol Mbois Ilakes Forum (Ngombe). With this step, it is hoped that complaint management can be optimal and public trust in the performance of the Malang City Government will also increase," said the woman who is familiarly called Atik.
Emphasizing this, the Regional Secretary (Sekda) of Malang City Erik Setyo Santoso, ST, MT said that a quick and precise response to complaints received from the public is the vision of the Malang City Government in forming synergy with the community in building the city. Therefore, according to him, it is very important for the administrators who manage complaints from regional apparatus to have good skills and knowledge in managing complaints.
"This is where the Communication and Information Service receives a mandate on how the administrators managing these complaints can further enrich their references, increase their knowledge, including their mental attitude and behavior in responding to various complaints or input from the public so that incoming complaints are handled appropriately and quickly," he explained.
Erik said that the many complaints received through public service complaint channels provided for the public are not always interpreted negatively. He said that this is proof that the synergy and collaboration between the city government and the community is going well, and is a sign that the public cares about Malang City.
"Collaboration of information from residents to public services provided by the Malang City Government is also part of our evaluation. There are things that in the implementation of the business process become faster with the help of complaints or information from the public that enter the various complaint channels provided by the Malang City Government," he concluded. (iu/yon)