Applying technology and innovation to improve the efficiency of complaints management of the Inspection Division, Ministry of Natural Resources and Environment

Abstract

This research aims to study technology and innovation named “Complaint system (e-Petition)” which Ministry of Natural Resources and Environment used to process complaints. It aimed to study the process, problems and obstacles that affect the operation to find ways to solve problems and improve operational processes, as well as to suggest how to improve the efficiency of complaint processing through the e-Petition system. In this research, key informants were selected by purposive selection. Officers assigned to work in the Complaint Coordination Division Government Inspectorate Ministry of Natural Resources and Environment who have knowledge, ability and experience in handling complaints who can provide information about the complaint system (e-Petition) on the issue were selected to interview, totaling 10 people. The research results showed that the process of applying technology and innovation was used in the complaint processing of the Government Inspectorate, Ministry of Natural Resources and Environment. There were problems and obstacles in the operation, divided into 5 groups, namely personnel, methods and procedures, management of the complaint system (e-Petition) and public awareness of news which affects the effectiveness of complaint processing.