TRANSFORMASI LAYANAN PUBLIK DIGITAL: STUDI KASUS SISTEM PELAPORAN ONLINE KOMNAS HAM

Abstract

This research aims to explore the effectiveness of Komnas HAM's Online Reporting Website in providing digital public services that are inclusive, responsive, and in line with the principles of human rights protection. To achieve these objectives, this research refers to the theory of Digital Public Services by referring to the four-stage model of digital services from the United Nations (Emerging, Enhanced, Transactional, Connected). The method used is descriptive qualitative through documentation analysis, non-participatory observation of the website, and literature review. The results show that Komnas HAM's online reporting system has reached the Transactional stage, which is characterized by ease of access and the provision of an online complaint form that can be filled in directly by the public. However, the system still faces several challenges, including inter-agency integration, whistleblower data protection, limited user education, and reliance on manual processes in following up reports. The conclusion of this study emphasizes the importance of strengthening technology, improving digital literacy, protecting privacy, and adopting artificial intelligence and system integration to optimize digital-based complaint services as a means of fair and participatory human rights protection.