Building Complaint Handling Mechanisms For Effective Leadership
Abstract: This paper discusses
complaint handling mechanisms local leaders use for effective leadership. In a
democratic government, public policy formulation is supposed to represent the
interests of the citizens through a democratic political process. However, the
involvement of the citizens is also needed during the public service delivery. A number of local
leaders have built various complaint handling mechanisms tailored to channeling
the voices of their citizenry. For example, the Mayor of Yogyakarta City
established Walikota Menyapa (Mayor’s Greeting) as medium of outreach and communication with people under his jurisdiction. The
question is: Do such mechanisms contribute to effective leadership? In
this regard, how do citizens use the mechanisms in expressing their aspirations
and concerns and how does the Mayor respond to the complaints he receives from
his citizens?. The research used documentary analysis method. Walikota Menyapa (WM) program reports
were analyzed by quantifying the data.
Qualitative analysis was also used to decipher the content of the complaints
citizens made. The data shows that
public complaints to the local
government varied. However, the complaints handling mechanisms became an
efficient instrument which the mayor used in monitoring the performance of his
sub-ordinates.
Author: Agus Pramusinto
Journal Code: jpadministrasinegaragg130052
