Optimization of Community Complaint Services through Web-Based Application at Disdukcapil Cirebon

Abstract

Public service is a series of activities aimed at meeting the needs of the community in accordance with applicable laws and regulations. One of the institutions providing public services is the Population and Civil Registration Office (Disdukcapil). In Cirebon City, Disdukcapil still uses WhatsApp as a means of public complaints, which has limitations in terms of structure and integration with other systems, thus reducing the efficiency and effectiveness of complaint handling. Therefore, this study aims to develop a public complaint service application based on a website using the Waterfall method. This application is designed to improve efficiency, transparency, and accuracy in managing complaints, as well as to make it easier for the public to submit complaints and track their follow-up. The results of this study show that the Public Complaint Service Application at Disdukcapil Cirebon City facilitates the public in making online complaint reports and helps Disdukcapil Cirebon City understand the services needed by the community regarding obstacles in making population documents or other services.