Improving complaint handling service with a qualitative approach: A public sector case

Indah Pangestu Murni Prasasti, Mahendrawathi ER*, Agus Imam Sonhaji, Ika Nurkasanah

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


Public sector organisations must continuously improve the quality of their services. To do so, they must pay attention to their activities to provide value to citizens, that is, their business processes. A system redesign carried out with business process guides can provide more targeted results. This teaching case is based on the Surabaya City Office for Population Administration and Civil Registration (COPACR), an agency responsible for handling population administration and civil registration issues in the city of Surabaya, Indonesia. The case describes the problems in the complaint service business process and how to address them by redesigning the business process using a qualitative approach. The complaint service process redesign begins with an analysis of the existing (as-is) complaint service process. This is followed by documenting and identifying the root cause of the problems. Ideas were developed to redesign the complaint service process to solve the root cause of the existing problems. This case demonstrates the redesigning of business processes leading to improvements in the public sector.

Original languageEnglish
JournalJournal of Information Technology Teaching Cases
Publication statusAccepted/In press - 2023


  • Business process
  • complaint handling
  • e-government
  • process redesign
  • qualitative research
  • teaching cases


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