External Complaint Handling Mechanisms in Population Data Governance at the Kemendukbangga/BKKBN Bengkulu Provincial Representative Office
DOI:
https://doi.org/10.58835/jspi.v6i3.742Keywords:
manajemen pengaduan, tata kelola data kependudukan, SIGA, pengaduan eksternal, administrasi publicAbstract
Purpose This study analyzes the external complaint handling mechanism in population data governance at the Kemendukbangga/BKKBN Bengkulu Provincial Representative Office, amid the institutional transformation that followed (Perpres No. 180 Tahun 2024, n.d.) and (Perpres No. 181 Tahun 2024, n.d.). Method This study uses a qualitative approach with a case study design. Primary data were collected through in-depth interviews with key informants from the Accountability Division and the Public Information Disclosure Division, together with non-participant observation, and were complemented by secondary data in the form of budget and performance documents (RKAKL, Renstra, LAKIP, and Performance Agreements). The analysis used the interactive model of Miles, Huberman, and Saldaña, with validation through source triangulation and member checking. Findings The three dimensions of complaint management show uneven maturity. Complaint channels are available through multiple routes, but their stimulation is weak because public participation is low and budgetary support is extremely minimal. Complaint handling is fully resolved on the formal audit channel with no outstanding recommendations, but is vulnerable for routine complaints because provincial-level regulations have not yet been aligned. The analysis and utilization of complaints have not been systemically institutionalized because technical feedback has not been aggregated into organizational learning. Implications The institution needs to build an integrated digital complaint channel, a data-dispute handling SOP aligned with the new nomenclature, and a complaint aggregation mechanism for organizational learning. Originality This study applies the complaint management framework in its entirety to the domain of population data governance during institutional transformation, a combination of contexts that has rarely been examined.
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