Rancang Bangun Sistem Pengaduan Masyarakat pada Kantor Desa di Kecamatan Telaga Biru

Abstract

Public complaint services play an important role in improving public service quality and strengthening communication between citizens and village governments. However, the manual complaint handling process currently implemented in several village offices in Telaga Biru District faces various challenges, including slow response times, lack of transparency, and the risk of data loss. This study aims to design and develop an Integrated Community Complaint System Based on Interaction and Automation for village offices in Telaga Biru District. The research employed the Prototype development method, which facilitates continuous interaction between developers and users throughout the system development process. The system was developed using the Laravel framework for the web-based platform and Flutter for the mobile application. It incorporates chatbot-based interaction, automated complaint requirement validation, and an Elasticsearch-based solution recommendation engine. The results indicate that the system successfully facilitates online complaint submission, provides real-time information and validation, and assists village officials in managing and responding to public complaints in a more structured manner. Black Box testing results demonstrate that all system functionalities operate as expected. Therefore, the developed system is capable of enhancing the effectiveness, transparency, and responsiveness of public complaint services while supporting digital transformation in village-level public administration.