Efektivitas Layanan Helpdesk Dalam Tata Kelola Pencalonan Pemilu Dan Pilkada 2024

Elvian Edi Kusuma, Elyzabeth Thalia David

Abstract


The nomination stage of the 2024 Simultaneous General Elections and Regional Head Elections in Indonesia faced considerable challenges, including regulatory changes, technical issues with the Candidate Nomination Information System (Sistem Informasi Pencalonan/Silon), and the need for responsive and adaptive public services. This study aims to analyze the effectiveness of helpdesk services in supporting the nomination process for Regional Representative Council (DPD) members, Provincial Regional House of Representatives (DPRD) members, and Governor and Deputy Governor candidates in West Nusa Tenggara Province, while identifying strategies to improve service effectiveness. A qualitative approach was employed through a combination of literature review and empirical research using participant observation, supported by the analysis of regulations, official correspondence, minutes of meetings, and technical guidelines. The findings indicate that the helpdesk service effectively provided information, consultation, technical assistance, coordination, and problem-solving, enabling all nomination stages to be completed on schedule despite technical disruptions in Silon, regulatory changes, limited access to Silon accounts, and varying levels of political party operators' technical competence. This achievement was supported by institutional synergy between KPU commissioners as policy makers and the KPU Secretariat as the public service implementing body. The study concludes that helpdesk services constitute a crucial governance instrument by bridging policy implementation, digital technology, and service users, thereby supporting effective, adaptive, and good governance-oriented election administration.


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References


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DOI: https://doi.org/10.31764/jlag.v4i2.39328

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