Era digitalisasi menuntut Pemerintah Kota Surabaya berupaya memenuhi kebutuhan pelayanan publik. Ditunjukkan dengan merilis aplikasi Wargaku yang melayani segala permasalahan dan aspirasi publik. Pemanfaatan teknologi pada Aplikasi Wargaku menjadi elemen dari pendekatan cyber public relations. Memiliki klaim kecepatan respon 1x24 jam aplikasi ini mendapatkan respon partisipasi masyarakat yang tinggi. Meski dinilai sukses, berdasarkan survei kepuasan masyarakat masih ada beberapa hal yang perlu dicermati kembali di antaranya, responsifitas, subtansi, tampilan, kemudahan dan gangguan pada aplikasi. Ditambah lagi faktor eksternal seperti sosialisasi dan paradoks pilihan media yang memiliki peran hampir sama juga membingungkan masyarakat. Tujuan dari penelitian mendeskripsikan cyber public relation pada aplikasi pengaduan Wargaku dalam pelayanan publik di Kota Surabaya. Jenis penelitian deskriptif kualitatif dengan metode studi kasus. Dalam penelitian ini menggunakan teknik pengumpulan data berupa wawancara mendalam dan dokumentasi. Selanjutnya, dianalisis menggunakan model analisis data interaktif. Hasil yang diperoleh dari yakni penerapan cyber public relations telah tercermin pada aplikasi Wargaku sebagai upaya penyediaan pelayanan publik yang baik. Namun pada aspek transformasi pesan dan keterjangkauan masih perlu ditingkatkan.

Kata Kunci: Aplikasi Wargaku, Cyber Public Relation, Pelayanan Publik

Digitalization era requires Surabaya Government strive to meet the needs of public services. Demonstrated by releasing the Wargaku application which serves all public problems and aspirations. The utilization of technology in Wargaku is an element of the cyber public relations approach. Claiming a response speed of 1x24 hours, this application has received a high response of public participation. Although considered successful, based on the public satisfaction survey there are still several things that need further attantion such as responsiveness, substance, appearance, convenience and interference with the application. In addition, external factors such as socialization and paradox of choices  to media that have almost same role also confuse the public. The purpose of research to describes cyber public relations of Wargaku complaint application on public services at Surabaya City. This type of research is descriptive qualitative with a case study method. This research uses data collection techniques in the form of in depth interview and documentation. Then, the analyzed using an interactive data analysis model. The results obtained from the application of cyber public relations have been reflected in the Wargaku as an effort to provide good public services. However, the aspects of message transformation and reach still need to be improved.

Keywords: Wargaku Application, Cyber Public Relations, Public Services