Digital Public Complaint Systems and Government Responsiveness (A Study of LAPOR-Based Public Service Complaints in Bandung City)

Abstract

The growing use of social media has transformed government communication practices in the digital era. Government institutions increasingly utilize social media platforms to disseminate information, interact with citizens, and enhance transparency in governance. Social media provides opportunities for governments to establish more direct and interactive communication with the public, allowing citizens to engage with government institutions more actively. This study aims to examine the management of government social media and its influence on citizen interaction within the West Java Provincial Government. The study adopts a qualitative case study approach to explore how government institutions manage official social media platforms and how citizens respond to government communication in digital environments. Data were collected through semi-structured interviews with government communication officers and citizens who actively interact with government social media accounts, supported by document analysis and observation of official government social media platforms. The findings indicate that effective social media management can enhance citizen interaction by improving information accessibility, encouraging public engagement, and strengthening transparency in government communication. Citizens actively use social media platforms to obtain information, express opinions, and provide feedback on government policies and public services. Government responsiveness to citizen interactions also contributes to building positive perceptions of government institutions. However, challenges such as managing large volumes of online interactions, addressing misinformation, and differences in digital literacy among citizens remain important issues in government social media management. The study highlights the importance of developing clear communication strategies and strengthening institutional capacity in order to maximize the potential of social media as a tool for improving government–citizen interaction in the digital era.