Analysis: Managing Public Complaints in Handling Waste in Padang

City

Dwi Rizka Witria Gewe

, Aldri Frinaldi

and Erianjoni

Department of Public Admnistration, Universitas Negeri Padang, Indonesia

Keywords: Managing Public Complaints, Handling Waste, Padang City.

Abstract: Public service is the most basic and important thing for a government organization. Law Number 25 of 2009

concerning Public Services explains that the implementation of public services at least includes the

implementation of complaint management, information management and counseling to the community. On

the other hand, environmental issues are a major issue in almost all regions of Indonesia, including Padang

City, which in 2023 Padang City will be categorized as a Waste Emergency City. The purpose of this article

is to find out and analyze the strengths, weaknesses, opportunities and threats and strategies of community

complaint management in waste handling. The method used is qualitative research with a descriptive approach

in analyzing data using SWOT analysis as well as weighting and ranking IFAS and EFAS to determine the

right strategy based on the characteristics of management complaints by Robert Johnston with 7 (seven)

characteristics, namely Commitment, Visible, Accessible, Simplicity, Speed, Fairness and Confidential. From

the research carried out, 46 variables were found from the SWOT aspect. Based on the results of the weighting

and ranking of IFAS and EFAS in the SWOT analysis, the strength posture value was 0.120 and the

competitive posture value was 0.156. This value lies in quadrant I (S, O) with the diversification strategy used,

namely building cooperation with BUMN/BUMD/private sectors related to the management and promotion

of complaint flows by installing flyers in facilities and public transportation, a more simplified flow,

maximum use of social media and collaboration with influencers in Padang City.

1 INTRODUCTION

Public service is the most basic thing for a

government organization because service is closely

related to community satisfaction which then the

community will directly assess the performance of the

government and will subsequently give a positive or

negative image. Various public service facilitations

must be closer to the community so that they are

easily accessible to the public. In addition, the

community will feel that they have these public

services so that their implementation is accepted and

fully supported by the community.

In Law Number 25 of 2009 concerning Public

Services in article 8 paragraph (2) it is explained that

the implementation of public services at least includes

the implementation of complaint management,

information management and counseling to the

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community. This has an impact that the government

is obliged to provide public service complaint

facilities and provide good public services, and is

required to be able to act quickly, completely and with

quality.

Public complaints are a form of public

dissatisfaction with the quality of services received

which often leads to the birth of public demands, often

seen as bad for the life of an organization, including

the bureaucracy (Suryadi, 2010: 293). Community

Complaint Service is a social control over the

implementation of community service government.

In order to encourage community participation in

development and improve the quality of public

services.

On the other hand, environmental issues are

always on the other hand, environmental problems

that have always been a big issue in almost all urban

380

Gewe, D. R. W., Frinaldi, A. and Erianjoni,

Analysis: Managing Public Complaints in Handling Waste in Padang City.

DOI: 10.5220/0013416800004654

Paper published under CC license (CC BY-NC-ND 4.0)

In Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science (ICHELS 2024), pages 380-385

ISBN: 978-989-758-752-8

areas in Indonesia are the waste problem. Waste is a

problem that needs to be considered, because if not

paid attention to properly, it will cause other problems

such as health problems, equality, order and beauty.

In addition, the high population density makes public

consumption even higher. The problem is

increasing, when the waste consumed by urban

residents causes serious pollution. The results of

research by Jenna.R. Jambeck and her colleagues

(Sari, 2017) in 2015 Indonesia was in the second

position of contributors of plastic waste to the sea

after China.

Some people still do not care where and where the

garbage is dumped, from the data found that many

points are illegal temporary dumping sites in Padang

City, the number of illegal TPS in Padang City is

explained in the Table 1.

Table 1: Number of Illegal TPS in Padang City

District

Total

Illegal

TPS

erl y

ot in

Order

Bungus Teluk

Kabung

12 1 11

Koto Tangah 60 1 59

Kuranji 10

7 98

Lubuk

alum

59 3 56

Lubuk Kilangan 5 2 3

anggalo 62

Padang Barat

25 85

Padang Selatan 11

2 11

9 Padang Timu

64 12 52

10 Padang Utara 48

11 Pauh 30 1 29

Total

62 60

Source : Dinas Lingkungan Hidup Kota Padang

Padang City as the Capital City of West Sumatra

Province with an area of 694.96 km

Administratively, the Padang City Government is

divided into 11 sub-districts and 104 sub- districts.

Based on BPS data in 2023, Padang City has a

population of 1,053,000 people. Currently, according

to a field study by the Padang City Government,

Padang City is in a waste emergency condition and

must be handled seriously. The waste pile in Padang

City reached 660.50 tons/day while the volume of

waste disposed of at the Aia Dingin Final Disposal Site

(TPA) in 2021 was 478 tons/day or 72.4% of the total

waste generated. And about 7.0% is recycled, 0.4% is

composted and 20.2% is burned, thrown away or

leaked into the environment.From the Table 1, it can

be seen that there are still many disorderly things in

Padang City that can result in complaints by the

community so that it will affect the satisfaction of the

community.

2 METHOD

The type of research in this study is qualitative

research with a descriptive approach, where the

existing problems are described through a deep

understanding and developed based on the

informants' point of view. The data collected is data

derived from interview scripts, field notes, personal

documents, memo notes, and other official

documents.

Data collection techniques are important in

research, because this technique is a strategy to obtain

the necessary data. The success of the research largely

depends on the data collection techniques used. The

data collection in this study is intended to obtain

materials, information, facts and reliable information.

According to (Sugiyono 2014: 224) stated that the

data collection procedure is the most strategic

research stage because data collection is the main

purpose of the research.

In this study, the data collection used is

triangulation data collection. According to (Sugiyono

2014: 83) triangulation is defined as a data collection

technique that combines various data collection

techniques and existing data sources. This means that

the author collects data as well as tests the credibility

of the data, checks the credibility of the data with

various data collection techniques and various data

sources, namely participatory observation, in-depth

interviews and documentation,

In this study, the author analyzes the data using

SWOT analysis. Furthermore, determine the SWOT

matrix after the study, and in the selection of

strategies to carry out the weighting and ranking of

IFAS and EFAS, SWOT analysis of Community

Complaint Management in Handling Sanpah in

Padang City.

To assess IFAS and EFAS is carried out

bdistributing questionnaires to respondents. The

SWOT analysis questionnaire is prepared based on

the acquisition of SWOT analysis based on the theory

of complaint management. The factor assessment

used an internal and external factor questionnaire

(SWOT) with respondents from stakeholders related

to the management of community complaints in waste

handling. The determination of respondents in this

Analysis: Managing Public Complaints in Handling Waste in Padang City

381

study is not subject to the minimum number of

requirements. This is because the selection of

respondents is carried out by purposive sampling or

selection based on certain considerations.

3 RESULTS AND DISCUSSION

The results and discussions in the analysis of

Community Complaint Management in waste

management are related to the theory of Complaint

Management by Robert Johnston which is divided

based on 7 (seven) main characteristics of Complaint

Management, namely: Commitment, Visible,

Accessible, Simplicity, Speed, Fairness and

Confidential, namely:

3.1 SWOT Analysis

3.1.1 Strenght

In the author's findings, it was found that the Padang

City Government through the Padang City

Environment Agency already has a budget to manage

community complaints in waste handling which in

2023 is worth IDR 22,856,300 where every year DLH

is obliged to compile a report where in the report from

year to year, as well as from all complaints that enter

the Padang City Environment Agency, all of them

have been followed up by the Padang City

Environmental Agency which can be seen in the

Table 2:

Table 2: Number of Complaints from year to year

Year Number of

Complain ts

The

number

does not

continu e

Percentage

followed

1 2019 30 30 100%

2 2020 37 37 100%

3 2021 36 36 100%

2022 54 54 100%

5 2023 54 54 100%

From the table above, it can be seen that all

complaints that come to the Padang City

Environmental Service have carried out their duties

well. So the author concludes that the strength of the

commitment of community complaint management

in waste handling in Padang City is the seriousness of

the Environmental Service in managing complaints

supported by the budget from year to year. In

addition, the Environment Agency has also provided

a Community Complaint Service Flow in the image

below.

Figure: 1 Procedures for Submitting Public Complaints in

Padang City

From the picture above, it can be seen that the

existing SOPs have explained how and to whom. The

Environment Agency in receiving services has

provided easy, cheap and free media and can be

viewed anytime, anywhere. Furthermore, the

Environmental Agency has guaranteed the

confidentiality of the whistleblower by conveying

promotions to the community through the available

flyers.

3.1.2 Weaknesses

The weakness found by the author based on the

results of the author's interview is the limitation of the

apparatus that manages the limited complaints of the

community both in terms of quality and quantity.

Lack of socialization due to limited available budgets.

And the lack of public awareness is a weakness of

managing community complaints in handling waste.

Furthermore, the SOP that seems rigid where it is

stated that the community who submits a complaint

does not meet the aspect of data needs in managing a

complaint, then the complaint cannot be forwarded

(registered). So that not all incoming complaints can

be followed up.

3.1.3 Opportunities

The opportunity that the author finds is to ensure

partnership/cooperation for the management of

community complaints in waste handling with

BUMN/private sectors by establishing an MoU or

mutual agreement in the management of community

complaints in waste handling.

ICHELS 2024 - The International Conference on Humanities Education, Law, and Social Science

382

3.1.4 Threats

Based on the author's findings, related to threats in the

management of community complaints, the

commitments formed are temporary or not

continuous so that inconsistencies arise in the

management of information and publications to the

community. Furthermore, the format of managing

community complaints in handling waste is standard

and takes a long time to revise a regulation that makes

the existing SOPs seem convoluted and not up-to-

date. Furthermore, the limited authority of the

Environmental Service makes it impossible to

manage community complaints optimally (resolved).

Furthermore, limited human resources are due to the

available budget, which can be said to be minimal.

The available budget is also categorized as small to

carry out the task of managing community complaints

in one Padang City.

3.2 SWOT Matrix after Research

Based on the discussion above, we can pour it into the

SWOT matrix table after the research, then it can be

explained as follows:

S-O Strategy (Strenghts Oppurtunities)

The SO strategy is an effort that uses internal

strengths to take advantage of the opportunities

available in the external environment. Alternative

strategies that are recommended as a strength-

opportunity strategy are:

With the budget, it is utilized by involving

SOEs/private sectors by utilizing CSR funds to

involve influencers in Padang City in the context

of promoting the submission of complaints about

waste handling and informative education about

the dangers of waste that is not managed properly

where Padang City is currently a Waste

Emergency City;

The existing SOPs are promoted continuously by

involving media owned by

SOEs/BUMDs/private sectors by placing flyers

in public facilities and public transportation;

The use of social media is consistently related to

including the flow of community complaint

services;

W-O Strategy (Weakness Opportunities)

The W-O strategy or the opportunity strategy is a

strategy that aims to improve the nternal weaknesses

of the program by taking advantage of external

opportunities. Some of the strategies recommended as

part of the opportunity weakness strategy are:

Collaborate with BUMN / BUMD /

Private Sector in the use of technology or

applications from community complaint

management so that even though human

resources are limited, it does not leave an

improvement in the management of

community complaints in waste handling;

Conducting socialization by including BUMN /

BUMD / Private Sectors related to the

management of community complaints in

handling waste to the community

Increasing incentives to the community in the

context of increasing community participation

S-T Strategy (Strenghts - Threats)

S-T strategy is a strategy that uses internal forces

to avoid or reduce the impact of external threats.

Some of the strategies recommended as a

strategy for strength and threats are:

The existence of an MoU between the private

sector / BUMN / BUMD on the commitment to

the sustainability of the promotion of

socialization of community complaint

management in waste handling

Increase in budget in managing community

complaints in waste handling

Strategy W-T (Weakness – Threats)

The W-T strategy is a strategy that aims to improve

internal weaknesses in the program and reduce

external threats. There are several strategies that are

recommended as part of the weakness strategy – the

threats is Carry out continuous socialization from the

management of community complaints and increase

public participation on the importance of protecting

the environment, by utilizing the existing budget.

3.3 Weighting and Ranking of IFAS

and EFAS

The determination of the position of community

complaint management in waste handling is

determined based on the results of the assessment of

the weighting and ranking of internal and external

factors. Based on the results of the survey of

respondents, Stranght Posture 0.120 and Competitive

Porsture 0.156 were obtained, so that the coordinate

points can be seen in the following Figure 2.

Based on the axis coordinates of the results of the

assessment of internal and external factors, it can be

known that the strategy for managing community

complaints in waste handling is in Quadrant I, which

Analysis: Managing Public Complaints in Handling Waste in Padang City

383

means that it is an effort that uses internal forces to

take advantage of the opportunities available in the

external environment (SO).

Figure 2: Position of Community Complaint Management in

Waste Management

The selected strategies are:

With the budget, it is utilized by involving

SOEs/private sectors by utilizing CSR funds to

involve influencers in Padang City in the context

of promoting the submission of complaints about

waste handling and informative education about

the dangers of waste that is not managed properly

where Padang City is currently a Waste

Emergency City;

The existing SOPs are promoted continuously by

involving media owned by

SOEs/BUMDs/private sectors by placing flyers in

public facilities and public transportation;

The use of social media is consistently related to

including the flow of community complaint

services;

It is necessary to make a poster that is attractively

designed about the flow of community complaints

and where the community can submit complaints

in handling waste in strategic places, community

gathering points and general public

transportation. The dissemination of information

can also be done in other media such as local

TVRI, local radio (RRI Padang) and

announcements at the red light of the protocol

road in Padang City.

4 CONCLUSIONS

Based on the results of the analysis and discussion, the

author draws several conclusions as follows: The

strengths possessed by the Padang City Government

in managing community complaints in handling

sasmpah to increase community satisfaction are (1)

The availability of budgets, SOPs and service flows

for managing community complaints through the

Padang City Environmental Service (2) The channels

used are easy, free, cheap and simple channels (3)

There are no categories and differences in cases in

submitting complaints (4) The privacy of

whistleblowers is maintained

The weaknesses possessed by the Padang City

Government in managing community complaints

in handling sasmpah to increase community

satisfaction are (1) limited number of human

resources, authority and budget (2) standard SOPs

that seem convoluted (3) lack of community

participation (5) limited and poorly utilized

applications

Opportunities owned by the Padang City

Government in managing community complaints

in handling waste to increase community

satisfaction are partnerships / Cooperation /

collaboration with BUMN/BUMD/private parties

in the management and utilization of applications

in managing community complaints (2)

Collaborating with influencers in the context of

promoting and publishing complaint services and

placing flyers in facilities and public

transportation (3) Simplification of existing SOPs

(4) Training in periodically to human resources to

manage community complaints

Threats owned by the Padang City Government in

managing community complaints in handling

sasmpah to increase community satisfaction are

(1) Temporary commitment and support (2)

Promotion and socialization limited by the budget

(3) Lack of public concern for environmental

cleanliness (4) Public fear of privacy that is not

maintained

The right strategy is used in the management of

community complaints in waste handling to

increase public satisfaction based on the results of

the weighting and ranking of IFAS and EFAS

with a strength posture value of

0.120 and a competitive posture of 0.156 is in

quadrant I (S(SO)) namely (1) with a limited budget

can involve SOEs/BUMDs/private sectors by

utilizing CSR funds to collaborate in building easy

applications, (2) SOPs or service flows are informed

continuously and massively to the public by using

social media owned by BUMN/BUMD/private

sectors and the installation of flyers in facilities and

public transportation (3) Involving influencers in

Padang City in the context of promoting socialization

to the community

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384

ACKNOWLEDGEMENTS

Thank you to Allah SWT, family and Big Family of

Padang State University

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