Semarang Mayor Asks "Sapa Mbak Ita" Channel Manager To Be Responsive

Mayor of Semarang Hevearita Gunaryanti Rahayu during Technical Guidance, Monitoring and Evaluation of "Sapa Mbak Ita" Complaint Manager, in Semarang, Wednesday (8/3/2023). (ANTARA/HO-Doc City Government of Semarang)

SEMARANG - Semarang Mayor Hevearita Gunaryanti Rahayu asked the manager of the public service complaint channel "Sapa Mbak Ita" to be more responsive and active in following up on incoming community reports.

The leadership of the service apparatus organization (OPD) was also asked to actively carry out sweeps to check the conditions in the field before any complaints emerged from the public.

"Before complaining, walk and check first to minimize complaints coming in," said Ita, Hevearita's nickname, during Technical Guidance, Monitoring and Evaluation of Complaint Manager "Sapa Mbak Ita", in Semarang as reported by ANTARA, Wednesday, March 8.

Especially, for regional apparatuses that are often complained about by the public, such as the Department of Transportation, the Public Works Service, the Housing and Settlement Areas Service, and the Civil Service Police Unit (Satpol PP).

In front of 66 admin representatives from each official apparatus organization (OPD), Ita reminded that the complaint manager admin is an extension of the hands, eyes, and ears of the mayor of Semarang.

"So I ask my friends to be more responsive in responding to public complaints, both on social media as well as through the 'Sapa Mbak Ita' system," said the first woman to become Mayor of Semarang.

Responsiveness, said Ita, does not only mean paying attention to the speed in responding to complaints, but also the quality of the answers given to the community as a form of attention from the Semarang City Government to people who experience problems with public services.

Meanwhile, the Head of the Semarang City Diskominfo, Soenarto, emphasized that his party would strictly protect the reporting data to maintain the neutrality of complaints and avoid persecution.

"As a form of commitment in handling complaints, let's uphold the principle not to focus on who is reporting, but on the context of the complaint," he said.

Not to forget, Soenarto reminded the admins to immediately follow up on public complaints with the status of "Conditionally Completed", namely complaints that require special planning and budgeting so that it is assumed that they will be followed up in the following year.

"For that, don't forget to 'follow up' again. It's like 'Conditional Completion' is a debt for OPD to the community," he said.

Monitoring and evaluation of complaint management is routinely held every three months to examine, recap, and monitor the progress of complaints entering the official "Sapa Mbak Ita" channel so that complaint management can run optimally.