Proceedings of the 1st Tidar International Conference on Advancing Local Wisdom Towards Global Megatrends, TIC 2020, 21-22 October 2020, Magelang, Jawa Tengah, Indonesia

Research Article

The Semarang City Policies on Complaints Handling During the Covid-19

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  • @INPROCEEDINGS{10.4108/eai.21-10-2020.2311865,
        author={Suwandi  Suwandi},
        title={The Semarang City Policies on Complaints Handling During the Covid-19},
        proceedings={Proceedings of the 1st Tidar International Conference on Advancing Local Wisdom Towards Global Megatrends, TIC 2020, 21-22 October 2020, Magelang, Jawa Tengah, Indonesia},
        publisher={EAI},
        proceedings_a={TIC},
        year={2021},
        month={11},
        keywords={complaints semarang covid-19},
        doi={10.4108/eai.21-10-2020.2311865}
    }
    
  • Suwandi Suwandi
    Year: 2021
    The Semarang City Policies on Complaints Handling During the Covid-19
    TIC
    EAI
    DOI: 10.4108/eai.21-10-2020.2311865
Suwandi Suwandi1,*
  • 1: Universitas Diponegoro, Indonesia
*Contact email: suwandi@lecturer.undip.ac.id

Abstract

The research has aimed at describing Semarang City policies on complaints handling during the Covid-19. The method was a qualitative descriptive approach. Desk review and in-depth interview technique applied to collect data while an interactive model was used to analyze it. The result showed that the complaints handling is under the Complaints Handling Management Center (P3M). Lapor Hendi, a one-stop complaint-handling platform set up by the Semarang government to manage complaints. The call center 112 in the emergency used to receive the complaints. We found that the Standard Operational Procedure (SOP) of LaporHendi does not accommodate the Covid-19 situation based on the Minister Regulation SE MenpanRB Number 53 of 2020. Also, the complaints collected by the government were only for the evaluation material.