Design and Implementation of a Website-Based Public Complaint System "Suara Rakyat" for Government in Menyuke District

Abstract

Abstract. This study presents the design and validation of Suara Rakyat, a website-based public complaint system developed for Menyuke District, Landak Regency, West Kalimantan. The district, with over 30,000 residents across 16 villages, currently relies on manual complaint methods, resulting in delays, lack of documentation, and limited transparency. The objective of this research is to create a structured, accountable, and transparent digital platform to improve citizen-government communication and support public service responsiveness in rural areas.

The system was developed using the Waterfall method, selected for its sequential and documentation-friendly nature, and implemented with PHP and JavaScript. Core features include identity-verified complaint submission, complaint status tracking, administrative feedback mechanisms, and public news updates. System functionality was validated using both White Box and Black Box testing approaches. All critical modules passed testing scenarios, demonstrating system reliability, correctness, and usability.

The results show that Suara Rakyat enhances participatory governance by enabling transparent monitoring of public reports, improving response accountability, and reducing communication barriers in rural contexts. This study offers a replicable model for digital civic engagement platforms tailored to underserved regions.