Public service complaint “E-Wadul” in perspective of government to citizens relations in Surabaya

E-government-based public services in Indonesia are still not appropriately implemented. One form of government citizens relations is the development of community complaint applications, which are helpful for the government to see how successful it is in carrying out development activities. Community complaints are an essential element in regional agencies because complaints aim to correct the shortcomings of implementation activities. The complaint E-Wadul community in Surabaya has not been fully publicized, so the community is confused about where to complain. This research aims to find out and analyze the management of public complaints in Surabaya city and factors that affect the direction of complaints in Surabaya. The methods used in this research are qualitative approaches. The results of the study showed that the management of complaints through the E-Wadul application has not been optimal yet, although the procedures and standards of complaint management in the city of Surabaya have been supported by facilities and infrastructure as well as the mayor's decree.