Keywords
data governance
public accountability
institutional transition
responsiveness
How to Cite
Abstract
This study analyses external complaint management in population data governance at a provincial office undergoing institutional transition and identifies vulnerabilities across the complaint cycle. A qualitative case study was conducted at the Kemendukbangga/BKKBN Provincial Office of Bengkulu, Indonesia. Data came from semi-structured interviews with internal and external informants, non-participant observation, and analysis of planning, budget, performance, audit, and complaint-related documents. Analysis followed Miles, Huberman, and Saldaña’s interactive model, supported by source triangulation and member checking. Complaint stimulation is weak because socialisation, public participation, and budget support are limited. Handling remains fragile because recording, disposition, notification, and escalation procedures are incomplete after restructuring. Complaint analysis and utilisation are not systematically institutionalised, preventing complaints from functioning as continuous feedback for data governance improvement. The single-case design and ongoing institutional transition limit transferability and require further comparative verification. The study offers a governance-oriented diagnosis of complaint mechanisms in public agencies managing strategic population data. It shows how institutional transition can disrupt the complaint cycle and create a closed-loop failure across stimulation, handling, analysis, and utilisation.
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