The Sustainable Development Communication Strategy of The Tangerang City Communication and Information Agency in Socializing The Implementation Of Digitalization Through The People's Aspiration and Complaints Online Service (Lapor) Program

This research aims to analyze the sustainable development communication strategy of the Tangerang City Communication and Information Agency in socializing the implementation of digitalization through the People's Aspiration and Complaints Online Service (LAPOR) program. The People's Aspiration and Complaints Online Service (LAPOR) is an online-based System for Managing Public Service Complaints (SP4N). This study employs a qualitative research approach with data collection techniques including observation, interviews, and documentation. The research utilizes Hafied Cangara's theory (2013), which consists of research, planning, execution, evaluation, and reporting. Based on the research findings, the Information and Communication Agency of Tangerang City did not conduct research before the socialization and incorporated communication elements during the planning stage. The planning process involved the allocation of human resources and budgeting before launching the online public service. Implementation was conducted through socialization via social media (Instagram, Twitter, Facebook), print media (newspapers, magazines, billboards), and field activities, including participation of the Mayor of Tangerang City. Follow-up actions: Complaints submitted through the LAPOR system were addressed promptly and responsively. There were three types of follow-up actions approval, pending, and archiving, depending on the clarity and significance of the received complaints or aspirations.