Bureaucratic Reform by Building Trust in Citizens: Best Practices from Local Online Complaints 146 Bureaucratic Reform by Building Trust in Citizens: Best Practices from Local Online Complaints

The purpose of this study is to provide an overview of the success of the Banyumas Complaint Outlet (Lapak Aduan Banyumas/ LAB) in increasing public trust in the government. One of the goals of bureaucratic reform is to build citizens’ trust, but it is rarely discussed how the bureaucracy initiates bureaucratic reform by building trust in citizens. This research used qualitative research methods, data collection techniques used are interviews, observation, and documentation. The data analysis techniques used were interactive data analysis and content analysis. LAB offers a framework that gives trust to the public to complain, many complaints from the public will create external pressure from the bureaucracy to make improvements to bureaucratic performance. Performance improvements of the bureaucracy will increase public trust. The increase in public trust in the government is evidenced by the high interest of citizens to provide suggestions and input to the government regarding public services or facilities. A simple complaint system and quick response has proven to strengthen public trust. Bureaucratic reform can be started by earning citizens’ trust.


Introduction
Public services are an important sector for citizens. Its monopolistic nature means that citizens have to deal with them periodically or without choice.
Public services often neglect to improve their quality, because it is needed by the public. The classical paradigm that places the bureaucracy first in the public sector is no longer relevant because the era has changed.
There has been a change from being initially centered on the state to centering on citizens.
The presence of the state by the government is to serve public affairs, therefore the bureaucracy must make citizens the center of its activities. Citizens as the center of public service activities will move the bureaucracy to always learn to improve the quality of its services. This era is shown by the many public is considered adaptive to the development of digital services, but more than that, this service has changed the mindset that bureaucratic reform can begin by building trust in the public in government services. Nurhidayati's (2019) research shows that online complaints are not only more modern facilities, but with the right complaint handling mechanism, they are also able to promote responsible organizations.
Other than that, the mechanism for handling complaints is an efficient instrument that can be used by local heads to monitor the performance of their subordinates (Brennan & Douglas, 2002;Pramusinto, 2014).
LAB thus becomes interesting to study, how does the bureaucracy put citizens in this online complaint service? and What forms of bureaucratic services are provided so that the public becomes trusted by the government? Both of these questions are important to be answered to ensure that bureaucratic reform can begin by giving trust to the public, and not the other way around by offering good services and then having an impact on increasing public trust.
Several studies on public services begin with a discussion of efforts to increase public trust by improving the quality of public services (Andhika, 2018;Beshi & Kaur, 2020;Imawan et al., 2019) but it is rarely discussed how bureaucracy starts bureaucratic reform by building trust in citizens. How bureaucracy started to increase trust by opening a wide space for criticism has relatively not been studied much. This study intends to reveal how the government provides public trust as a starting point for reforming the performance of the bureaucracy.

Methods
This study used a qualitative research method because it aims to see the deepest meaning of the phenomenon of the online complaint mechanism which can be used as the beginning of efforts to improve bureaucratic performance.
This study does not want to generalize the object of research for all regions in Indonesia but rather looks at the object under study.
Content analysis is used to see the meaning that exists in the data contained on the Banyumas complaint stall website, and interactive data are used to analyze field data, namely data from interviews, observation, and documentation. In interactive data analysis techniques, the collected data is condensed or relevant data is collected according to the focus of the research, after which the data is displayed and conclusions are drawn.

Results and Discussion
The Certainty of LAB Service LAB was officially launched by the Banyumas Regent on October 11, 2018 (Widiyatno, 2018).
LAB is a local government communication media that can be utilized by the public to submit complaints or reports regarding services provided by local governments. This is a breakthrough that should be appreciated because, in an increasingly sophisticated era, local governments must also be willing to adapt to changes in the bureaucratic environment. The use of information technology is a necessity in this era.
Government of Banyumas Regency with the existence of this LAB has shown two important things: first, the seriousness and commitment to reform the bureaucracy in the service sector; second, a commitment to adapt to changes in the bureaucratic environment. Commitment is important for achieving goals (Wibowo et al., 2019).
The seriousness and commitment to bureaucratic reform through LAB is an effort to move or put pressure on the bureaucracy to make changes or improve the quality of public services. Complaints and reports are monitoring mechanisms that can be carried out by the public as service recipients of service providers. Complaints and reports should not be considered threats and attempts to attack the bureaucracy. Instead, complaints and reports are good public intentions to provide input to the government to always learn and improve themselves. Complaints from the public for public organizations can be made as part of efforts to build knowledge of the public so that improvements in institutional performance can be done based on adequate knowledge (Hsieh, 2012;Minelli & Ruffini, 2018;Parry & Hewage, 2009;Stauss & Schoeler, 2004;Vos et al., 2008)"wait times" and "clinical".
The latter related to specific concerns about the care provided to the patient or their relative. There were 101 complaints analysed. The majority (60 per cent. Continuous service improvement can be obtained from complaints, and the process of service improvement can be done to control complaints by analyzing the root causes and learning from failures or mistakes (Kumar & Kumar, 2016).
Second, the LAB is a form of government commitment to always adapt to changes in the bureaucratic environment. When referring to system theory, public organizations are not in a vacuum. They will be greatly influenced by the bureaucratic environment. Public organizations that will survive and thrive are organizations that can carry out social learning processes to adapt to the environment. One form of adapting to the current environment is to utilize the development Also, governance innovations carried out by the government will have a wide impact not only on the government but also on many groups . The government's ability to catch complaints on social media also demonstrates the government's ability to offer convenience to complainants (Istanbulluoglu et al., 2017).
With the existence of this complaint media, the public gets certainty that they have direct access to public service managers with technology that is easily accessible to them. The public with online media like this can easily provide aspirations, input, complaints, and reports on problems they have in the service. With the existence of this LAB, the government is trying to show that they are a group that can be trusted in dealing with public affairs. After opening this LAB the government also provides certainty of its services, by providing a clear workflow. The clear flow of complaint outlets is proven by the published standards: 1. If there is a complaint, the complaint service officer will respond quickly, no more than 3 hours.
2. After the complaint is entered by the service officer, the complaint will be forwarded to the authorized official with a standard of at most 1 hour.
3. After the complaint is received by the competent official, if it does not require coordination, then no later than 3 working days, the complaint by the competent official will be submitted to the service officer and the response is forwarded to the complainant. 4. After the complaint is received by the competent official, if it requires coordination, then no later than 14 working days, the complaint by the competent official will be submitted to the service officer and the response is forwarded to the complainant.
5. If within 7 days there is no response by the complainant, the complaint is considered complete (see Figure 1).
If it refers to the attitude of complaints from private companies, based on research by Ryngelblum et al. (2013), it was stated that the company would survive and postpone the solution to the complaint, but once they appealed to the consumer protection agency their demands would be granted.
The LAB turned out to be very serious in handling complaints or public reports, this was proven that in the LAB network there were 65 local apparatus organizations or organisasi perangkat daerah (OPD). 65 OPD is all components of government in the Banyumas Regency which include local government agencies, local public companies, vertical agencies, and institutions that take care of public affairs such as Social Security Administrator or Badan Penyelenggara Jaminan Sosial (BPJS) and religious affairs offices. The ability of the Government of Banyumas Regency to be convinced about the importance of complaints and reports in bureaucratic reform is at an excellent level. It is not easy to bring together many organizations to unite in one service, and that has been done well by the regency government.
OPDs participating in the LAB system can utilize existing information to improve public services. Informant LA1 stated: "Complaints are a means for the bureaucracy to correct distortions as well as to obtain real information on bureaucratic work". Informant LA5 also stated: "In my opinion, with this complaint, this is a form of public supervision because in its implementation the public directly feels the performance of the state apparatus in providing public services, so that an error or violation can be used as an evaluation metric to develop or improve public services in serving the community ". Informant LA11 believes: "Through this complaint, the government can find out the shortcomings of the performance it provides and can immediately correct these deficiencies". Bureaucratic reform can be carried out by utilizing pressure from outside the bureaucracy. Complaints in classical literature have been mentioned as a mechanism for solving problems (Ross & Littlefield, 1978). This is because, with complaints or reports, organizations can learn about things that need to be improved in terms of service and organizational performance (Hammami & Triki, 2011). If the complaint mechanism is not managed properly, dissatisfied people can spread their dissatisfaction by word of mouth, and this has a negative impact on the image of the institution (Bolkan, 2018).

Complaint System
In 2019  Although there are not too many, only 153 complaints, it is important to provide access to citizens who don't use social media to report complaints or reports to local governments. In 2019 the most common service to be handled was complaints sent via Instagram, where 99,17 percent of complaints were successfully handled. Table 3 shows that the three OPDs that   The use of social media is important for the government to receive complaints from the public.
Until the middle of 2020 the public preferred to use WhatsApp to make a complaint (6.100), and in the second most popular was using Facebook (3.198).   complain or make a report, you can come here").
The egalitarian language of Ngapak seems to give a message, don't hesitate to make a report, we are your friends. This message also gives the impression that reporting is not complicated, just report it, using the Ngapak language is also not a problem. The public can access this complaint system through a variety of existing  Thank you for the complaint, we have installed the LPJU (public street lighting) in that location up to Gang Six, but it has not been fully realized due to the refocusing of the Covid-19 countermeasure budget. The procedure for adding LPJU to the path can be proposed through village musrenbang so that it can be input into e-planning Source: Lapak-Aduan-Banyumas (2020) accessed June 27, 2020. the public. The government gives the message, don't hesitate to report in any language. The language of this advertisement was made without regard to standard Indonesian grammar because it really wanted to show that the LAB was for the public, and the public itself determined how they wanted to communicate with the government. Public trust can be built by managing a complaint mechanism as well as possible. Aspects of the communication process that are running well, will cause credibility amongst the public so that government trust can be built both online and through word of mouth (Breitsohl et al., 2010;Singh et al., 2016). The use of Ngapak language with humor can be an asset to build a positive government image so the public believes agencies can be trusted to receive a variety of complaint styles. Even so, an organization must pay attention to funny replies to complainants or complaints (Shin & Larson, 2020).
One of the jumps in terms of public services on the LAB is that the public is not required to attach evidence to the report. Every report that comes in is believed to be valuable information.
The government is tasked with verifying the data, providing answers, and providing solutions to problems owned by individuals or the public. The process of gathering information from customers or the public is important (Wirtz & Lwin, 2009) which in the past have been examined in isolation.
In the present study, regulatory focus theory is used to integrate both approaches and examine their distinct response behaviors concurrently.
The findings are robust across two studies with Table 8.

Informant
Statements Informant LA1 "The form of respect for local wisdom as well as the closer social distance between the government and its citizens. Also, build familiarity with Banyumas residents ". Informant LA2 "The use of local languages is one of the strategies or ways that the community can play an active role in the process of bureaucratic reform in Banyumas Regency, with the use of local languages, of course, the community will be easier and more willing to participate". Informant LA3 "This is a good thing because not all people are able to use Indonesian, so the freedom to use local languages in complaints greatly facilitates the community". Informant LA4 "The face of the bureaucracy that we knew before tends to be stiff. (With) the use of local languages in reporting complaints, I value as a form of creating a bureaucracy image that is more humane and united with the community ". Informant LA5 "In my opinion, using local languages can reach Banyumas people especially those who cannot use the formal EYD language structure". Informant LA 6 "The local government is increasingly popular, by understanding the culture of the Banyumas people" Informant LA9 "Very interesting and also good. This can make it easier for the community, and be straightforward to express their complaints or express their feelings without being burdened with the provisions of using the Indonesian language properly and correctly or following the provisions of the EYD. In addition, the use of local languages shows the egalitarian culture of Banyumas people and the absence of a barrier between the government and the community ".
Source: Data Processed 2020  26, 2020, 19:29:19 Good evening, thank you for the information, we will immediately follow up with TS.
Local Water Company Follow Up on June 26, 2020, 00:00:00 Information Appointment and cleaning of the intake pump screen has been completed, Reproduction using 4 booster pumps. Thank you.
Source: Lapak-Aduan-Banyumas (2020) accessed June 29, 2020 different methods and contexts. As suggested in the proposed model, trust and privacy concern are the two central mediating variables with differentiated effects on promotion and prevention-focused behaviors. Specifically, trust mediates fairness perceptions on promotion-focused behaviors (i.e., relational behavior, relationship investment, and repatronage intentions. The government with this LAB format makes the public not hesitate to ask questions related to public services. Complaints submitted also vary from just requesting information, to proposals and questions. Source: Lapak-Aduan-Banyumas (2020) accessed June 28, 2020 Table 10 shows that most contacts were related to complaints as many as 4278 complaints or 40, 3 percent of the total complaints from January to 28 June 2020. This shows that the LAB is a media that is considered easy to submit about complaints. In addition to complaints, LAB is also used by residents as an effort to share information with local governments. The Informant LA12 stated: "Local governments will always accept every report without showing how the report was made. This is an extraordinary leap in the bureaucracy. Bureaucracy has always been known to be bureaucratic, including in this case the report format that must be appropriate. If it is not in the format, then the complaint report is not suitable to be followed up. This was intended to be reformed by the Banyumas Regency Government, that the public still has the right to complain, give aspirations, provide criticism and input to the government. The government is tasked with attracting as much input from the public as capital to improve government services to the public". This shows that when citizens are given the confidence to interact with the government, some of the citizens are citizens in good faith to convey information that may not yet be known by the government related to public services.
There are 2240 information requests received by the government from citizens. In addition to information, the public also makes LAB as a medium to provide their aspirations. It is proven that 1474 or around 13, 9 percent of complaints received by the Banyumas Regency Government from January to 28 June 2020 were in the form of proposals. This reinforces that citizens who are entrusted will provide many ideas to the government in terms of improving the quality of services. The organization must pay serious attention to complaints, and for each complaint, the service provider must respect their needs (Gruber, 2011).
The New Public Service perspective, which puts more of an emphasis on citizens, wants to encourage public services to focus on improvement to better serve citizens (Denhardt & Denhardt, 2003 (Neo & Chen, 2007).
A "thinking again" bureaucracy must be able to rethink its activities whether any of its activities must change with the times. The bureaucracy that thinks ahead is a bureaucracy that can think futuristically, able to predict the future so that the current activity is driven by the vision of becoming a winner in the future. A bureaucracy that thinks across is a bureaucracy that can penetrate routine boundaries, bureaucracy can think outside the box so that innovation and creation will be able to emerge to solve increasingly complex problems and public demands..

Quick Response
LAB which has given the trust to the public to provide input for the improvement of public services is consistent to respond to the public response. The government›s rapid response to public complaints is a form of good commitment from the LAB. The LAB response in responding to public complaints is at a very good level.  Therefore, providing a good customer experience by completing each complaint with a rapid response conceptually can increase trust in leaders and public organizations because the mechanism to increase public trust in local governments is credibility, fairness, respect, and communication (Ohemeng et al., 2019). In addition, the members of the public who follow the progress of complaints on the LAB website can provide a positive or negative response to the complaint manager. Research shows that someone will respond negatively if they see that the complaint process is not responded to well by the service provider (Kim & Baker, 2020).
An essential finding from this research is that efforts to increase public trust can be done by offering citizens an easy to use system to file a complaint. Simple complaint mechanisms and quick response are the government's commitment to make it a starting point for improving bureaucratic performance (bureaucratic reform).
The criticism and input that has been given by the public will push the bureaucracy to change. If the performance of the bureaucracy changes for the better, then automatically public trust in the government will increase. The online complaint mechanism in Banyumas Regency at least provides evidence that the local government can take the initiative to put pressure on improving bureaucratic performance at the local level. Source: Processed data (2020) An essential finding from this research is that efforts to increase public trust can be done by offering citizens an easy to use system to file a complaint. Simple complaint mechanisms and quick response are the government's commitment to make it a starting Simple complaint mechanism and quick response The government trusts the public to complain The public gave a lot of criticism and input

Encouragement for bureaucratic reform
Bureaucratic performance improvement (bureaucratic reform)

Increased public trust
The evidence that bureaucracy can improve performance is that in 2019, 95 percent of the complaints were resolved, and until June of 2020, 87 percent of complaints were resolved, 38 percent were completed in less than 3 hours, 17.5 percent were completed more than three hours, and 32.3 percent were completed in more than a day. This shows a better bureaucratic performance after the complaint mechanism exists.

Conclusion
Simple online complaint mechanisms with a quick response from the bureaucracy are forms of government trust in the public. A simple complaint format in the local language (Ngapak) without the need to use an official format has stimulated the public not to feel awkward about making a report to the local government. The local government in this case has made an extraordinary leap in changing the image of the bureaucracy which was originally rigid to become a familiar and populist institution that serves the public. Improved services resulting from public complaints shows that giving public trust can be a starting point for bureaucratic reform at the local level. By utilizing the development of information technology, local governments can receive more complaints from the public and give a faster response than using manual forms. This also shows that the use of information technology has been beneficial in encouraging public participation and improving the quality of public services. This research recommends the government to continue to increase the public's trust in public services. The public's trust can be increased by making forms and terms of service as simple as possible, and utilizing information technology to facilitate procedures for accessing public services.