Handling Public Complaints Via the Online Dumas Presisi at the Police Supervision Inspectorate in West Kalimantan

Although the Dumas Presisi (Precision Public Complaunts) Online system has been implemented, this problem persists because of the continued public complaints about the handling of complaints that are perceived as slow, less transparent and unresponsive. The purpose of this study is to describe and analyze the implementation process of the policy of handling public complaints through online Precision Public Complaunts at the Sub-Division of Public Complaunts of the West Kalimantan Police Supervisory Inspectorate with the stages of organization, interpretation and application. The method employed was descriptive with a qualitative approach and data collection techniques were in the form of interviews, observation and documentation. The results indicate that Online Precision Public Complaunts policy implementation has a clear organizational structure in the implementation, but is not optimal in cross unit coordination and personnel. However, there are still many obstacles to the policy implementation, including limited human resources, low digital literacy of the public and less than optimal program socialization. However, the Police institution considers this system as a step towards transparency and accountability in public service. This research recommended that to achieve effective and efficient service goals, the capacity of policy implementers should be strengthened, supporting infrastructure improved and the community should be actively involved in the complaint process.