Gubernur di Ujung Jari: Bagaimana Ganjar Pranowo Merevolusi Pengaduan Publik Melalui Twitter

The use of social media, particularly Twitter, in government governance has become an innovative solution for enhancing governmental responsiveness. This study aims to analyze the role of Twitter in improving the responsiveness of the Central Java Provincial Government and to identify factors hindering its implementation. This research employs a qualitative approach with a case study design, combining in-depth interviews with key informants, document analysis, and big data analysis from Twitter using RapidMiner, Gephi, and NodeXL applications.The study found that Twitter significantly increases government responsiveness by providing a real-time communication channel for citizens to report complaints, particularly through the @ganjarpranowo and @Laporgub_ accounts. Governor Ganjar Pranowo plays a central role in accelerating responses to citizen complaints, as indicated by his high centrality in digital social networks. However, there are challenges such as citizens’ limited understanding of how to compose complete and clear reports, and coordination difficulties among government agencies in following up on complaints, especially for cases requiring cross-sectoral collaboration.This research recommends intensive public education on effective complaint reporting via Twitter, strengthening inter-agency coordination, and implementing a reward and punishment system to enhance the performance of government officials in handling public complaints. The utilization of social media like Twitter should be continuously developed as an integral component of an effective responsive governance strategy to achieve more transparent, accountable, and participatory governance.