In e na ional Jou nal o Social Science and Human Resea ch
ISSN (p in ): 2644-0679, ISSN (online): 2644-0695
Volume 08 Issue 10 Oc obe 2025
DOI: 10.47191/ijssh / 8-i10-25, Impac ac o - 8.007
Page No: 7760-7764
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7760
Handling Public Complain s Via he Online Dumas P esisi a he Police
Supe ision Inspec o a e in Wes Kaliman an
Agung Suwi o
Pos g adua e P og am o Public Adminis a ion, Facul y o Social and Poli ical Sciences, Tanjungpu a Uni e si y
ABSTRACT: Al hough he Dumas P esisi (P ecision Public Complaun s) Online sys em has been implemen ed, his p oblem
pe sis s because o he con inued public complain s abou he handling o complain s ha a e pe cei ed as slow, less anspa en and
un esponsi e. The pu pose o his s udy is o desc ibe and analyze he implemen a ion p ocess o he policy o handling public
complain s h ough online P ecision Public Complaun s a he Sub-Di ision o Public Complaun s o he Wes Kaliman an Police
Supe iso y Inspec o a e wi h he s ages o o ganiza ion, in e p e a ion and applica ion. The me hod employed was desc ip i e wi h
a quali a i e app oach and da a collec ion echniques we e in he o m o in e iews, obse a ion and documen a ion. The esul s
indica e ha Online P ecision Public Complaun s policy implemen a ion has a clea o ganiza ional s uc u e in he implemen a ion,
bu is no op imal in c oss uni coo dina ion and pe sonnel. Howe e , he e a e s ill many obs acles o he policy implemen a ion,
including limi ed human esou ces, low digi al li e acy o he public and less han op imal p og am socializa ion. Howe e , he
Police ins i u ion conside s his sys em as a s ep owa ds anspa ency and accoun abili y in public se ice. This esea ch
ecommended ha o achie e e ec i e and e icien se ice goals, he capaci y o policy implemen e s should be s eng hened,
suppo ing in as uc u e imp o ed and he communi y should be ac i ely in ol ed in he complain p ocess.
KEYWORDS: Handling Public Complains s, Public Complain s, Dumas P esisi (P ecision Public Complain s)
INTRODUCTION
Regula ion o he Republic o Indonesia Na ional Police Numbe 9 o 2018 conce ning P ocedu es o Handling Public Complain s
wi hin he Republic o Indonesia Na ional Police and ollowed up by he issuance o Ci cula Le e o he Chie o Police Numbe :
SE/5/II/2021 da ed Feb ua y 24, 2021 conce ning he In eg a ed In o ma ion Sys em o Handling Public Complain s wi hin he
Na ional Police, his policy eme ged as a esponse o he need o inc ease he accoun abili y and anspa ency o he police ins i u ion
in ca ying ou i s du ies and unc ions, wi h he aim o inc easing he accoun abili y o he Republic o Indonesia Na ional Police
(Pol i) in ca ying ou i s du ies. Public complain s agains he ac ions o Pol i membe s who a e unp o essional o de ia e om
e hical s anda ds and p ocedu es mus be handled p ope ly and anspa en ly. Wi h his egula ion, Pol i can demons a e i s
commi men o sel -imp o emen and be mo e open o c i icism and inpu om he public.
The policy de elopmen p ocess aims o ealize he concep o "P ecise Police" (P edic i e, Responsible, and T anspa ency wi h
Jus ice), as he Na ional Police needs a clea sys em o handling public complain s. This egula ion se es as a legal basis o
ensu ing ha public complain s (Dumas) a e handled p omp ly, anspa en ly, and ai ly, ul ima ely inc easing public us in he
Na ional Police. The e o e, i equi es alignmen wi h de elopmen s in socie y, science, echnology, and laws and egula ions, as
s ipula ed in A icle 13 o Law Numbe 2 o 2002 conce ning he Na ional Police o he Republic o Indonesia.
The Wes Kaliman an Regional Police Supe iso y Inspec o a e, which has i e pe sonnel (1 Pamen, 3 Pama, and 1 Bin a a),
wi h his numbe o pe sonnel, i is ce ainly no compa able o he numbe o public complain s ha con inues o inc ease e e y
yea , coupled wi h limi ed budge suppo o IDR 19,919,000 pe yea and is also no compa able o he a ea o he Wes Kaliman an
Regional Police which includes 14 Regional Police Uni s. Based on da a on he numbe o public complain s in 2022 o 2024 which
has inc eased, so i is necessa y o comple e p o essional, objec i e and accoun able public complain handling se ices. To ind ou
he da a on he numbe o public complain s in 2022 - 2024 based on Dumas sou ces, i can be seen in able 1.1 below.
Based on able 1.1, i shows ha he numbe o public complain s has inc eased e e y yea , namely h oughou 2022 o 2024 as
many as 43 complain s, wi h de ails o 2022 o 2023 as many as 23 complain s and 20 complain s om 2023 o 2024. Acco ding o
he classi ica ion o public complain s g ouping, he majo i y o public complain s ecei ed a e ela ed o he case in es iga ion
p ocess ca ied ou by he Na ional Police, as da a in 2022, namely 40 complain s ou o a o al o 67 complain s, in 2023 as many
as 65 complain s ou o a o al o 90 complain s and inally in 2024 as many as 84 complain s ou o a o al o 110 complain s.
.
Handling Public Complain s Via he Online Dumas P esisi a he Police Supe ision Inspec o a e in Wes Kaliman an
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7761
Table 1.1: Public Complain s Based on Dumas Sou ces 2022 – 2024
No
Sou ces o Dumas
Numbe o Dumas pe yea
2022
2023
2024
1
ITWASUM POLRI
6
12
19
2
KOMPOLNAS RI
8
29
25
3
KEMENSEKNEG RI
-
-
3
4
KEMENKUMHAM RI
1
2
-
5
OMBUDSMAN RI
8
7
-
6
KOMNAS HAM RI
3
3
3
7
LBH / ADVOKAT
5
4
8
8
LSM
2
2
1
9
MASYARAKAT
34
31
51
Jumlah
67
90
110
Sou ces: Subbag Dumasan Inspek o a Pengawasan Polda Kalba , Jan 2025
The inc ease in public complain s agains he Indonesian Na ional Police (Pol i) is caused by a ious ac o s, including hose
ela ed o he p o essionalism o police o ice s, inadequa e se ice quali y, nega i e pe cep ions o he police, dissa is ac ion wi h
he legal p ocess and wo kload, and a lack o esou ces. Fu he mo e, inc eased access o in o ma ion and echnology, namely he
apid de elopmen o in o ma ion echnology and social media, has made i easie o he public o submi complain s o g ie ances
abou he pe o mance o he Pol i. Pla o ms such as Twi e , Facebook, Ins ag am, and o he applica ions allow he public o epo
inciden s o ac ions ha do no mee expec ed s anda ds, whe he in he o m o iola ions by Pol i o ice s o dissa is ac ion wi h
he se ices p o ided. This easy access acili a es he public o be mo e open in exp essing hei complain s.
METHOD
This esea ch uses a desc ip i e esea ch ype wi h a quali a i e app oach. Acco ding o Moleong (2013:29), desc ip i e esea ch
is "desc ibing phenomena ha occu in he ield as hey a e, hen d awing conclusions, in o de o ob ain a heo y and p io i izing
he p ocess a he han he esul s." Then Faisal (2010:12) s a es ha desc ip i e esea ch is " esea ch in which he e a e e o s o
desc ibe, eco d, analyze and in e p e cu en condi ions.
RESULT AND DISCUSSION
1. Online O ganiza ional S age o Dumas P esisi
O ganiza ionally, in acco dance wi h Indonesian Na ional Police Regula ion Numbe 14 o 2018 conce ning he O ganiza ional
S uc u e and Wo k P ocedu es o Regional Police, he Indonesian Na ional Police (Pol i) has a de ailed o ganiza ional s uc u e o
ca ying ou i s du ies and unc ions. This egula ion es ablishes how he o ganiza ion wi hin he Regional Police (Polda) is s uc u ed
and ope a es, wi h he aim o ensu ing he e ec i e and e icien implemen a ion o police du ies. This o ganiza ional s uc u e
consis s o a ious le els and uni s ha coo dina e wi h each o he , s a ing om he Regional Police (Polda) and he Reso Police
(Pol es) down o he Polsek (Sub-dis ic Police).
This egula ion also egula es he di ision o du ies, au ho i y, and esponsibili ies be ween each uni wi hin he Pol i
o ganiza ion, hus suppo ing he achie emen o he police's p ima y objec i es, namely main aining secu i y, o de , and law
en o cemen h oughou Indonesia. Unde s anding he s uc u e and wo k p ocedu es in his egula ion is c ucial o e e y Pol i
membe o ca y ou hei du ies in acco dance wi h applicable egula ions and o c ea e syne gy be ween a ious uni s in achie ing
common goals.
In he con ex o he online Dumas P esisi (Elec onic Public Complain Sys em), he Wes Kaliman an Regional Police
Inspec o a e manages and esponds o public complain s ecei ed h ough he pla o m. This sys em allows he public o epo
p oblems o complain s ela ed o police se ices and ac ions mo e easily and anspa en ly, wi h he aim o inc easing he
accoun abili y and esponsi eness o he Na ional Police in esponding o public complain s. The complain p ocess is managed by
I wasda, which unc ions o ensu e ha each complain is ollowed up in acco dance wi h applicable p ocedu es and ensu es ai
and anspa en esolu ion. Based on he esul s o an in e iew wi h he Head o he Dumasan Sub-Di ision o he Wes Kaliman an
Regional Police Supe iso y Inspec o a e, Dumasan Inspec o a e o he Wes Kaliman an Regional Police, s a ed ha
o ganiza ionally he mechanism o implemen ing he policy o handling public complain s h ough he online Dumas P esisi a he
Wes Kaliman an Regional Police Supe iso y Inspec o a e (Kalba ) has se e al impo an s ages and s eps. In esol ing complain s
handling in he o m o an explana ion o he esul s o cla i ica ion and ollow-up ecei ed by he epo e wi h a ime limi o no
la e han 20 wo king days, as s ipula ed in he Regula ion o he Republic o Indonesia Na ional Police Numbe 9 o 2018.
Handling Public Complain s Via he Online Dumas P esisi a he Police Supe ision Inspec o a e in Wes Kaliman an
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7762
This s a emen indica es ha he o ganiza ional mechanism o implemen ing he public complain s handling policy h ough he
Dumas P esisi online sys em a he Wes Kaliman an Regional Police Supe iso y Inspec o a e includes: Complain Channels: The
public can submi complain s h ough he Dumas P esisi online pla o m p o ided by he Wes Kaliman an Regional Police, such as
he mobile app o he o icial websi e, www.dumasp esisi.go.id, which can be downloaded om he Play S o e o App S o e.
Fu he mo e, complain s can be epo s o alleged iola ions, abuse o au ho i y, o complain s abou public se ices by police
o ice s.
An in e iew wi h he Head o he Dumasan Sub-Di ision o he Wes Kaliman an Regional Police Supe iso y Inspec o a e
s a ed ha he a ionale behind he issuance o he Dumas P esisi online sys em was o inc ease he e ec i eness, e iciency, and
anspa ency in handling public complain s. P io o he online sys em, he public expe ienced di icul ies o obs acles due o
complica ed adminis a i e p ocedu es o long dis ances. Wi h he Dumas P esisi pla o m, Wi h p ecision, he public can easily ile
complain s om anywhe e and a any ime, wi hou ha ing o go di ec ly o he police s a ion. One o he main easons o his
policy is o c ea e a mo e anspa en sys em o handling complain s. Wi h a eco ded and o ganized pla o m, e e y complain
ecei ed can be clea ly moni o ed, p ocessed, and ollowed up. This educes he likelihood o complain s being handled
inapp op ia ely o in a non- anspa en manne . E e y complain is eco ded in he sys em, allowing au ho i ies o moni o each
s age o he esolu ion p ocess. This ensu es ha e e y ac ion aken is accoun able o he public.
In esponse o his s a emen , i can be assumed ha he eason o issuing he policy o handling public complain s h ough
he online Dumas P esisi a he Wes Kaliman an Regional Police Supe iso y Inspec o a e is o inc ease he e ec i eness,
e iciency, anspa ency, and accoun abili y in handling public complain s. This policy aims o make i easie o he public o submi
complain s online, wi hou being limi ed by ime and dis ance. I ensu es ha e e y complain is handled openly, clea ly, and can be
moni o ed, he eby minimizing he po en ial o abuse o au ho i y. I makes he police mo e esponsible in handling complain s and
imp o es he image o he Na ional Police in he eyes o he public by demons a ing a commi men o good and p o essional se ice.
I accele a es he p ocess o p ocessing and esol ing complain s by using echnology, which allows o as e and mo e s uc u ed
ollow-up. In addi ion, i p o ides an easie channel o he public o pa icipa e in moni o ing police pe o mance and encou ages
ac i e pa icipa ion in main aining he in eg i y o he Wes Kaliman an Regional Police ins i u ion.
Based on in e iews wi h membe s o he public who submi ed online complain s h ough Dumas P esisi, hey s a ed ha he
complain s anda ds a e qui e clea , wi h easy- o-unde s and ins uc ions, allowing us as epo e s o submi epo s wi hou echnical
obs acles. Howe e , hese complain s anda ds mus be accompanied by a clea es ima ed ollow-up ime so ha we know when he
complain will be u he p ocessed. Fu he mo e, complain ollow-up mus be ca ied ou in acco dance wi h es ablished s anda ds,
ensu ing ha complain s a e no only esponded o adminis a i ely bu also esol ed subs an i ely and adequa ely.
Based on hese s a emen s, i can be concluded ha he public expec s a complain handling policy ha is as , anspa en ,
accoun able, and e icien . These s anda ds include ease o access, speed o esponse, anspa ency o in o ma ion, and ai and
imely esolu ion o p oblems. Fu he mo e, da a secu i y and clea communica ion be ween he police and he complainan a e also
conside ed c ucial in main aining public us in his complain sys em. The e o e, one o he s anda ds he public desi es is assu ance
ha hei pe sonal da a submi ed h ough he Dumas P esisi pla o m will be p ope ly p o ec ed and will no be misused.
Based on obse a ions and documen a ion, i shows ha he o ganiza ional p ocess ela ed o he implemen a ion o he public
complain handling policy h ough he Dumas P esisi online sys em a he Wes Kaliman an Regional Police Supe iso y
Inspec o a e includes se e al impo an s eps o ensu e he smoo hness and e ec i eness o he sys em, by de e mining he main
objec i es o he public complain handling policy, such as inc easing anspa ency, accoun abili y, and be e se ice o he public.
De eloping a clea and s uc u ed S anda d Ope a ing P ocedu e (SOP): on how complain s will be ecei ed, p ocessed, and
ollowed up by he ele an pa ies. In addi ion, o ming a eam esponsible o he implemen a ion o his policy, including pe sonnel
om a ious uni s such as in o ma ion echnology, legal, and supe ision. By ollowing his o ganiza ional p ocess, i is hoped ha
he implemen a ion o he public complain handling policy h ough he Dumas P esisi online a he Wes Kaliman an Regional
Police Supe iso y Inspec o a e can un e ec i ely and e icien ly.
2. In e p e a ion/Unde s anding S age o he Online Dumas P esisi
The in e p e a ion s age in he implemen a ion p ocess o he public complain s handling policy h ough he online Dumas
P esisi a he Wes Kaliman an Regional Police Supe iso y Inspec o a e is a c ucial s ep aimed a ensu ing ha he implemen ed
policy is well unde s ood by all pa ies in ol ed, bo h in e nally a he Wes Kaliman an Regional Police and by he public who use
he complain se ice. The implemen a ion p ocess begins wi h unde s anding and in e p e ing he objec i es, a ge s, and
p ocedu es con ained in he online Dumas P esisi policy. Decision-make s and policy implemen e s a he Wes Kaliman an Regional
Police Supe iso y Inspec o a e need o unde s and he con ex o his policy, such as e o s o inc ease anspa ency, accoun abili y,
and speed in esponding o public complain s.
In e p e a ion also leads o adap ing he policy o he ac ual needs o he communi y. This includes unde s anding he ypes o
complain s mos equen ly ecei ed, he desi ed esponse ime o he public, and he ype o eedback he public expec s ega ding
hei complain s. Submi . Policy in e p e a ion he e also ela es o how ele an and esponsi e he sys em is o expec a ions and
Handling Public Complain s Via he Online Dumas P esisi a he Police Supe ision Inspec o a e in Wes Kaliman an
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7763
eali ies on he g ound. A he in e p e a ion s age, i is also impo an o ensu e ha he implemen ed policy is consis en wi h he
long- e m goals o he Wes Kaliman an Regional Police Supe iso y Inspec o a e o imp o ing public se ices and mo e anspa en
supe ision. Based on he esul s o an in e iew wi h he Head o he Dumasan Sub-Di ision o he Wes Kaliman an Regional
Police Supe iso y Inspec o a e, Dumasan o he Wes Kaliman an Regional Police Supe iso y
Inspec o a e s a ed ha one e ec i e way o p o ide unde s anding o he policy o handling public complain s h ough he online
Dumas P esisi is h ough di ec socializa ion and educa ion o he public. One o m o socializa ion ca ied ou is by holding
wo kshops a he communi y o communi y o ganiza ion le el ha allows in o ma ion o each he public di ec ly. These aining
and wo kshops a e e y e ec i e ways o p o ide public unde s anding on how o use he online Dumas P esisi sys em. This aining
no only p o ides echnical unde s anding on how o access and ill ou he complain o m, bu also explains he complain handling
p ocess and he public's igh s in he p ocess.
Then he esul s o he in e iew wi h he Head o he Dumasan Sub-Di ision o he Inspec o a e o he Wes Kaliman an
Regional Police Dumasan Inspec o a e o he Wes Kaliman an Regional Police also p o ided in o ma ion ha he implemen a ion
o he socializa ion o he public complain handling policy h ough he Dumas P esisi online pla o m has been ca ied ou acco ding
o SOP s anda ds, wi h he aim o making i easie o he public o submi complain s ega ding police se ices, while inc easing
anspa ency and accoun abili y in handling public epo s. The implemen a ion o his socializa ion is no only ca ied ou h ough
a ious media, bu also h ough di ec ac i i ies, such as aining and counseling o he public on how o use he pla o m. This aims
o ensu e ha he public has a su icien unde s anding o his sys em and can u ilize i op imally.
The in e iew esul s indica e ha he p ocess o implemen ing he socializa ion o he public complain handling policy h ough
he online Dumas P esisi by he Dumasan Sub-Di ision o he Supe iso y Inspec o a e o he Wes Kaliman an Regional Police,
we need o examine se e al aspec s ela ed o he p ocess. One o he policies implemen ed by he Na ional Police, especially in he
Wes Kaliman an Regional Police, is o p o ide con enience o he public in submi ing complain s online. This sys em aims o
acili a e public access in submi ing complain s o epo s ega ding se ices o ac ions aken by police o ice s. The main objec i e
is o accele a e he complain handling p ocess and inc ease anspa ency and accoun abili y o he Na ional
Police in handling exis ing p oblems in he communi y h ough he online pla o m p o ided by he Wes Kaliman an Regional
Police.
3. Dumas P esisi Online Applica ion/Implemen a ion S age
The Dumas P esisi (P esisi Public Complain s Managemen ) applica ion/implemen a ion policy is a signi ican inno a ion
in oduced by he Wes Kaliman an Regional Police, h ough he Dumasan Sub-Di ision o he Supe iso y Inspec o a e, o imp o e
accoun abili y and anspa ency in handling public complain s. Dumas P esisi is an online pla o m ha allows he public o submi
epo s o complain s ega ding police ac ions o secu i y issues in a simple , as e , and mo e anspa en manne . This applica ion
p o ides a pla o m o he public o submi complain s o in o ma ion ela ed o police se ices di ec ly and wi hou any obs acles.
The implemen a ion o his policy aims o p o ide easie access o complain s se ices o he public and o inc ease he
e ec i eness o complain handling by inco po a ing echnology in o he epo submission and ollow-up p ocess. Dumas P esisi
u ilizes digi al echnology o connec he public wi h law en o cemen o icials, enabling each complain o be ollowed up mo e
quickly and in acco dance wi h es ablished p ocedu es. Howe e , he implemen a ion o his policy is no wi hou challenges, bo h
in e ms o public ou each, he use o echnology, and in ensu ing he quali y o complain handling.
Based on he esul s o he in e iew wi h he Head o Dumasan Sub-Di ision o he Inspec o a e o he Wes Kaliman an
Regional Police, Dumasan Inspec o a e o he Wes Kaliman an Regional Police, s a ed ha : he i s s age in implemen ing his
policy is ega ding he exis ence and wo king me hods o Dumas P esisi. Socializa ion is ca ied ou h ough a ious channels, such
as: Social media (Facebook, Ins ag am, Twi e ), he o icial websi e o he Wes Kaliman an Regional Police, Di ec counseling
h ough ac i i ies in ol ing he communi y and collabo a ion wi h local ins i u ions and communi y leade s. Al hough he e ha e
been a ious socializa ion channels, we acknowledge ha he e a e pa s o socie y ha a e less exposed o his in o ma ion,
especially hose in emo e a eas o who a e no amilia wi h digi al echnology. This is an obs acle in ensu ing ha all le els o
socie y can u ilize his pla o m op imally.
Responding o he s a emen , i shows ha he applica ion/implemen a ion s age o he public complain handling policy h ough
he online Dumas P esisi by he Dumasan Sub-Di ision o he Inspec o a e o Supe ision o he Wes Kaliman an Regional Police
shows a s ong commi men o inc easing anspa ency and accoun abili y in public se ices. Howe e , he e a e se e al challenges
ha need o be o e come, such as limi ed accessibili y o people in emo e a eas, he need o u he aining o o ice s, and
s eng hening coo dina ion be ween agencies. Wi h con inuous e alua ion and imp o emen s on he echnical and ope a ional side,
Dumas P esisi can be mo e e ec i e in p o iding complain handling se ices o he public. Again, he Head o he Dumasan Sub-
Di ision o he Inspec o a e o he Wes Kaliman an Regional Police, Dumasan Inspec o a e o Supe ision o he Wes Kaliman an
Regional Police, s a ed ha : he i s s ep we ook was socializa ion and counseling o he public abou he exis ence o he Dumas
P esisi pla o m. This aims o inc ease public awa eness abou he impo ance o complain s and how o epo p oblems h ough
he online sys em.
Handling Public Complain s Via he Online Dumas P esisi a he Police Supe ision Inspec o a e in Wes Kaliman an
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7764
To ensu e his in o ma ion eaches all le els o socie y, especially hose li ing in emo e a eas, he Dumasan Sub-Di ision
conduc s di ec ou each using a ious media, including local adio and lea le s/b ochu es. We ecognize ha despi e hese ou each
e o s, some communi ies s ill lack access o echnology o a e no co e ed by digi al ou each channels. The e o e, hey a e wo king
o expand he each o ou each h ough a ious me hods.
This s a emen can be seen in he implemen a ion o he public complain handling policy h ough Dumas P esisi by he
Dumasan Sub-Di ision o he Inspec o a e o he Wes Kaliman an Regional Police Supe ision in ol es a ious s a egic s eps o
ensu e ha his sys em uns e ec i ely. The s eps aken include b oade socializa ion, simpli ica ion o complain p ocedu es,
inc easing o ice capaci y, e icien e i ica ion, and egula moni o ing and e alua ion. Al hough he e a e se e al challenges aced,
such as limi ed access o some communi ies and long p ocessing imes, imp o emen s a e con inuously being aken o inc ease he
e ec i eness o Dumas P esisi in p o iding se ices o he public.
CONCLUSIONS
Based on he desc ip ion o he esea ch esul s and discussion p esen ed in he p e ious chap e , he ollowing conclusions can
be d awn:
a. The o ganiza ional o ins i u ional s age in he implemen a ion o he public complain handling policy h ough he Dumas P esisi
online complain handling pla o m is s ill subop imal due o limi ed pe sonnel and budge suppo , as well as he as ness o
Wes Kaliman an, which a e obs acles.
b. The in e p e a ion o unde s anding s age in he implemen a ion o he public complain handling policy h ough he Dumas
P esisi online complain handling pla o m appea s o be une en among he public. This is due o he lack o b oad and
comp ehensi e ou each, which has esul ed in he public ha ing di icul y ully unde s anding how o use he Dumas P esisi
online complain pla o m.
c. The applica ion o implemen a ion s age in he implemen a ion p ocess o he public complain handling policy h ough he online
Dumas P ecise has been unning and implemen ed, bu has no been op imal ega ding echnological accessibili y, especially in
a eas wi h limi ed in e ne in as uc u e.
RECOMMENDATION
Based on hese conclusions, his s udy o e s he ollowing ecommenda ions:
a. Imp o emen s in he o ganiza ional s age equi e he suppo o compe en pe sonnel and adequa e budge a y suppo o ensu e
objec i e and accoun able ollow-up ac ions in handling complain s submi ed o he public h ough he Dumas P esisi online
applica ion.
b. Imp o emen s in he In e p e a ion/Unde s anding s age equi e widesp ead and comp ehensi e public ou each, pa icula ly
h ough a ious social media pla o ms, b ochu e dis ibu ion, and di ec ou each h ough Na ional Police pe sonnel. This
ensu es he public unde s ands and comp ehends he p ocedu es and mechanisms o submi ing complain s h ough he Dumas
P esisi online applica ion accu a ely and co ec ly.
REFERENCES
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9) Local Go e nmen Regula ion:
10) Undang-Undang Nomo 2 Tahun 2002 en ang Kepolisian Nega a Republik Indonesia
11) Undang-Undang Nomo 25 Tahun 2009, en ang Pelayanan Publik
12) Pe a u an P esiden Nomo 95 Tahun 2018 en ang Sis em Peme in ah Be basis Elek onik (SPBE).
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Tingka Kepolisian Dae ah.
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