Enhancing Public Service Innovation through E Government: The Case of QR Code Based Complaint System in Bandung Fuel Stations

Abstract

The purpose of this study is to examine the implementation of a QR Code based complaint system as part of e government innovation in public service delivery, with a specific focus on fuel stations (SPBU) in Bandung, Indonesia. The policy, initiated by the Directorate of Metrology, aims to improve transparency and responsiveness in legal metrology services by enabling consumers to submit complaints digitally. This study employs a qualitative descriptive method using in depth interviews, field observations, and document analysis. The research framework is grounded in Van Meter and Van Horn’s model of policy implementation, which considers variables such as policy standards, resources, communication, implementing agency characteristics, external conditions, and implementer disposition. The findings reveal that while the policy is clearly defined at the central level, its implementation at the operational level is constrained by limited resources, weak inter agency coordination, and low public awareness. Additionally, SPBU operators exhibit mixed levels of engagement, largely due to a lack of formal training and absence of enforcement mechanisms. Despite these challenges, the study identifies opportunities to enhance the system through institutional support, continuous monitoring, and citizen engagement strategies. The implications of this research underscore the importance of integrating technological innovation with strong governance practices, and highlight the need for further research on digital complaint systems in other public service sectors.

Keywords: e government, QR Code, public complaints, digital innovation, legal metrology, policy implementation