Surakarta —Dinas Komunikasi, Informatika, Statistik, dan Persandian (Diskominfo SP) mengadakan kegiatan Diseminasi Hasil Analisis Pengaduan Masyarakat Tahun 2024 pada Jumat, 25 April 2025. Kegiatan dilaksanakan di Ruang Rapat Dinas Kesehatan (Dinkes) lantai 3 dan dihadiri oleh pejabat dari berbagai instansi, seperti kepala OPD, camat, pimpinan BUMD, perwakilan instansi vertikal, rumah sakit, hingga staf internal Diskominfo SP.

Kegiatan ini bertujuan untuk menyampaikan hasil analisis terhadap pengaduan masyarakat yang diterima sepanjang tahun 2024 serta mengevaluasi kinerja pengelolaan aduan di lingkungan Pemerintah Kota Surakarta. Sistem pengaduan yang digunakan terdiri atas dua kanal utama, yaitu ULAS (Unit Layanan Aduan Surakarta) dan LAPOR MAS WALI yang berbasis WhatsApp. Aduan yang masuk akan diteruskan kepada 90 admin (70 internal dan 20 eksternal) sesuai kategori, sedangkan aduan yang tidak sesuai tetap dialirkan ke instansi terkait.

Berdasarkan data, jumlah pengaduan masyarakat mengalami penurunan drastis dari 15.003 kasus pada tahun 2023 menjadi 8.898 kasus pada tahun 2024. Penurunan ini dinilai sebagai indikator meningkatnya efektivitas pelayanan publik. WhatsApp Lapor Mas Wali menjadi media pengaduan paling populer dengan persentase 66,12%, disusul aplikasi Solo Destination sebesar 15,56%. Topik yang paling sering dilaporkan antara lain jalan berlubang, bantuan sosial (PKH, Gakin), pendidikan (KIP, ijazah), perhubungan (parkir, PJU, lalu lintas), dan kebersihan pasar.

Instansi yang paling banyak menerima pengaduan adalah Dinas Perhubungan, DPUPR, dan Satpol PP. Namun, beberapa instansi seperti Rutan Kelas I, Kejaksaan Negeri, Pengadilan, serta sejumlah kecamatan dinilai kurang responsif terhadap laporan masyarakat. Respon cepat terhadap aduan masih menjadi tantangan, di mana hanya 54,33% aduan yang dijawab dalam waktu kurang dari satu hari kerja, angka ini menurun dibandingkan tahun sebelumnya.

Rekomendasi yang diberikan dalam kegiatan ini antara lain mendorong delegasi aduan yang tepat sasaran, melakukan survei kepuasan pengguna secara berkala, menyampaikan progres penanganan kepada masyarakat, serta meningkatkan kapasitas admin melalui bimtek.

Surakarta — Dinas Komunikasi, Informatika, Statistik dan Persandian (Diskominfo SP) held the Dissemination of Public Complaint Analysis Results for 2024 on Friday, April 25, 2025. The event took place in the Meeting Room of the Health Department (Dinkes) on the 3rd floor and was attended by officials from various agencies, including heads of regional apparatus organizations (OPD), sub-district heads, BUMD leaders, representatives from vertical agencies, hospitals, and internal Diskominfo SP staff.

The event aimed to present the analysis results of public complaints received throughout 2024 and to evaluate the performance of complaint management within the Surakarta City Government. The complaint system uses two main channels: ULAS (Surakarta Complaint Service Unit) and LAPOR MAS WALI, which is based on WhatsApp. Incoming complaints are forwarded to 90 administrators (70 internal and 20 external) according to their categories, while complaints that do not match are still redirected to the relevant agencies.

According to the data, the number of public complaints experienced a significant decrease from 15,003 cases in 2023 to 8,898 cases in 2024. This decline is seen as an indicator of improved public service effectiveness. WhatsApp Lapor Mas Wali became the most popular complaint channel, accounting for 66.12%, followed by the Solo Destination application with 15.56%. The most frequently reported topics included potholes, social assistance programs (PKH, Gakin), education (KIP, diplomas), transportation (parking, street lighting, traffic), and market cleanliness.

The agencies receiving the most complaints were the Transportation Department, DPUPR, and the Civil Service Police Unit (Satpol PP). However, some institutions, such as the Class I Detention Center, the District Attorney’s Office, the Court, and several sub-districts, were considered less responsive to public reports. Rapid response to complaints remains a challenge, with only 54.33% of complaints being answered within less than one working day, a decrease compared to the previous year.

Recommendations made during the event included encouraging accurate delegation of complaints, conducting regular user satisfaction surveys, communicating the progress of complaint handling to the public, and enhancing the capacity of administrators through technical training (bimtek).

Surakarta —Dinas Komunikasi, Informatika, Statistik, lan Persandian (Diskominfo SP) ngawontenaken kegiatan Diseminasi Kasil Analisis Pengaduan Masyarakat Warsa 2024   ing  Jemuwah, 25 April 2025. Kegiatan dipuntindakaken wonten ruang rapat Dinas Kesehatan (Dinkes) lante 3 lan dipunrawuhi dening pejabat saking pinten-pinten instansi, kados mustoko opd, camat, pangageng BUMD, perwakilan instansi vertikal, griya sakit, ngantos staf internal Diskominfo SP.

Kegiatan menika kagungan tujuwan kagem ngaturaken kasil analisis kaliyan pengaduan masyarakat ingkang dipuntampi sepanjang warsa 2024 saha mengevaluasi pandamelan pengelolaan aduan wonten lingkungan Pamarintah Kitha Surakarta. sistem pengaduan ingkang dipunagem madeg   saking kalih kanal utami, inggih menika ULAS (Unit Layanan Aduan Surakarta) lan Lapor Mas Wali ingkang adhedhasar whatsapp. Aduan ingkang mlebet badhe dipunwiyosaken dhateng 90 admin (70 internal lan 20 eksternal) cocog  kategori, dene aduan ingkang mboten cocog  tetep dialirkan dhateng instansi kekait .

Adhedhasar  data, cacahing pengaduan masyarakat ngalami   mandhap   drastis saking 15.003 kasus ing  warsa 2023 dados 8.898 kasus ing  warsa 2024. mandhap   menika dipun-biji dados   indikator minggahipun efektivitas pelayanan publik. whatsapp  Lapor Mas Wali  dados   media pengaduan paling populer kaliyan persentase 66,12%, dipunsusul aplikasi  Solo Destination saageng 15,56%. Topik ingkang paling asring dipunlaporaken antawis sanes {margi, mlampah} berlubang, rencangan sosial (PKH, gakin), pendidikan (KIP, ijazah), perhubungan (parkir, pju, lalu-lintas), lan kebersihan peken.

Instansi ingkang paling kathah nampi pengaduan inggih menika Dinas Perhubungan, DPU PR, lan Satpol PP. Nanging, pinten-pinten instansi kados Rutan Kelas i, Kejaksaan Negri, Pengadilan, saha  sacacah  kecamatan dipun-biji kirang responsif kaliyan laporan masyarakat. Respon enggal kaliyan aduan taksih dados tantangan, wonten pundi naming 54,33% aduan ingkang dipunwangsuli lebeting wekdal kirang saking sa dinten nyambut damel, wicalan menika nedhak dipunbandingaken warsa saderengipun.

Rekomendasi ingkang dipunparingaken lebet kegiatan menika antawis sanes nyurung   delegasi aduan ingkang leres sasaran, nindakaken survei kepuasan pangagem kaliyan berkala, ngaturaken progres penanganan dhateng masyarakat, saha  nginggahaken kapasitas admin nglangkungi bimtek.