Implementasi Sistem Informasi Dan Aduan Online Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Minahasa

Abstract

This research aims to understand, describe, and analyse the implementation of the Online Information and Complaint System at the Investment and One-Stop Integrated Service Office of Minahasa Regency. The research method used is qualitative descriptive. The number of informants in this study is 7 (seven) people. Data collection used observation, interviews, and documentation techniques. Data analysis through data reduction, data presentation, and conclusion drawing. Using indicators/sub-focus: Communication, Resources, Disposition, and Bureaucratic Structure.

The research results indicate that the implementation of the online information and complaint system at the Investment and One-Stop Integrated Service Office of Minahasa Regency is not yet optimal or functioning as it should. This is evidenced by the limited communication and socialisation of the system to the public, and the underutilisation of information media. In terms of resources, the number of personnel is considered sufficient, but the quality of competence, budget support, and technological infrastructure still need to be improved. Disposition, the ability of employees to adapt to digital systems is not uniform, commitment to rapid response is not supported by strong oversight mechanisms, and there is still a perception that the system is a monitoring tool that adds to the workload. In terms of bureaucratic structure, there is an unclear division of tasks, weak coordination, suboptimal monitoring mechanisms, and the lack of regular and continuous SOP evaluations. Therefore, there is a need for increased socialisation, strengthening of human resource capacity, development of technological infrastructure, and improvement of organisational governance to enhance the effectiveness of public services at the DPMPTSP of Minahasa Regency.