Efektivitas Organisasi Layanan Informasi Publik dan Pengaduan dalam Perizinan Pangan Olahan: Bukti dari BPOM Surabaya

Abstract

The digitalization of regulatory public services has increased the need for effective information and complaint services that are accessible, responsive, and user-oriented. This study examines the organizational effectiveness of Information Services, Public Information and Documentation Management (PPID), and Complaint Handling in processed food licensing at BBPOM Surabaya using Duncan’s Organizational Effectiveness Theory. A qualitative case study was conducted through semi-structured interviews, direct observation, and document analysis involving service personnel and processed food business actors. Data were analyzed using an interactive model and validated through source and method triangulation. The findings indicate that organizational effectiveness is reflected across Duncan’s three dimensions, although performance varies among indicators. Goal Attainment is demonstrated through standardized services, complaint processing, user satisfaction, regulatory assistance, and compliance monitoring. Integration is reflected in coordination among organizational units, communication across administrative levels, information management, and stakeholder engagement. Adaptation is demonstrated through responses to regulatory changes, digitalization, and changing service needs by combining digital platforms with direct consultation. The study provides a contextual application of Duncan’s framework and demonstrates that organizational effectiveness depends on the alignment of goal attainment, integration, and adaptive capacity. Strengthening the interconnection among Information Services, PPID, and Complaint Handling can support more responsive and user-oriented regulatory service delivery.