The Challenge to the Innovation of Complaint Mechanism from Mobile to IT-Based Complaint Mechanism


The enactment of Republic of Indonesia’s Law Number 25 of 2009 about Public Service gave the community the opportunity to participate in improving the delivery of public servicesand lodging complaints.  Each innovation of public service-complain mechanism had some challenges. Community empowerment-based complaint mechanism faced the challenges in building public awareness of their rights to efficient public service.  One of the challenges to improving the IT-based complaint mechanism conducted by PATTIRO Surakarta and Inspectorate of Surakarta City is limited by budget commitment, human trust, and human resource capacity in accessing IT.  This paper examines the challenges to the innovation of public service complaint mechanism.