Pengembangan Portal Digital Layanan Aduan Online sebagai Instrumen Partisipasi Publik di Kalangan Masyarakat Nahdiyin PCINU Malaysia
Digital Complaint Service Portal Development as a Medium of Public Participation: A Case Study of the Nahdliyin Community in PCINU Malaysia
Abstract
Perkembangan teknologi informasi telah mendorong transformasi pelayanan publik menuju arah digital. Portal Layanan Aduan yang merupakan hasil kolaborasi Badan Penelitoan dan Pengabdian Kepada Masyarakat, Fakultas Teknik, Universitas Brawijaya (BPPM FTUB) dan Pengurus Cabang Istimewa Nahdlatul Ulama (PCINU) Malaysia, hadir sebagai sarana aduan dan partisipasi masyarakat diaspora Indonesia khususnya yang berada di Malaysia. Studi ini bertujuan untuk menganalisis pengembangan dan efektivitas portal tersebut dalam meningkatkan partisipasi warga, khususnya komunitas Nahdliyin di Malaysia. Dengan pendekatan studi kasus kualitatif, data dikumpulkan melalui analisis konten portal, observasi fitur, dan pengumpulan data responden menggunakan google form. Hasil menunjukkan bahwa portal ini mampu menjembatani komunikasi publik dengan organisasi keagamaan secara efisien. Namun demikian, sejumlah tantangan tetap muncul, seperti keterbatasan data statistik pengguna, keamanan informasi, serta belum optimalnya umpan balik digital. Studi ini menyimpulkan bahwa model layanan digital berbasis komunitas diaspora ini dapat direplikasi secara lebih luas jika diikuti dengan peningkatan literasi digital dan infrastruktur keamanan yang terpercaya.
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