Sistem Pengaduan Masyarakat Berbasis Web dengan Pelacakan Status pada Kementerian Ketenagakerjaan Jakarta

Abstract

Inefficient management of public complaints can hinder the responsiveness and transparency of government institutions, including the Ministry of Manpower. The absence of an integrated tracking system makes it difficult for the public to monitor the follow-up of submitted complaints. This study aims to design and develop a web-based public complaint system equipped with a real-time complaint status tracking feature to improve the effectiveness and accountability of complaint services. The development method used is Rapid Application Development (RAD), which enables fast development through iterative processes and active user involvement. Data were collected through observation, interviews, and document studies to ensure the system aligns with operational needs. The developed system allows the public to submit complaints online and monitor their progress, while administrators can manage complaint data, handle related documents, and generate reports. Testing results using the black-box method indicate that all core system functions operate according to the specified requirements. Therefore, the system is expected to enhance transparency, accelerate complaint handling processes, and strengthen public trust in the complaint service mechanism at the Ministry of Manpower.