Government Organizational Communication in Improving the Quality of Public Services in Jayapura City (A Case Study of Heram District)

Abstract

This study analyzes the organizational communication strategy of the Heram District Government in improving public service quality in Jayapura City and identifies supporting and inhibiting factors affecting communication effectiveness. The study employed a descriptive qualitative approach with a field case-study orientation. Data were obtained through in-depth interviews, direct observation, and documentation. Four informants were involved: the Head of Heram District, the Head of the General Services Section, a public-service staff member, and a community service user. Data validity was examined through source triangulation, while analysis involved data reduction, data presentation, and conclusion verification. The findings were interpreted using the Planning, Organizing, Actuating, and Controlling (P.O.A.C.) framework. The planning function existed through annual service planning, but communication objectives, target audiences, standardized messages, media choices, and communication performance indicators were not formally documented. Organizing was supported by a clear formal structure, yet communication flows remained strongly dependent on leadership directives, without a specific communication SOP. Actuating relied mainly on face-to-face interaction, which supported interpersonal closeness but created repeated explanations and inconsistent information. Controlling was the weakest function because communication evaluation, complaint documentation, and communication performance indicators were not systematically available. Supporting factors included social closeness, friendly staff, contextual experience, meetings, WhatsApp communication, and information boards. Inhibiting factors included limited human resources, incomplete information media, non-standardized messages, weak documentation, and limited evaluation. The study concludes that more systematic, documented, and integrated organizational communication is needed to support consistent, efficient, and responsive public services.