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The development of information and communication technology has brought about a change in mindset and public perception related to the implementation of public services carried out by government officials. This can be seen from the emergence of various types of services carried out by the government to be able to provide a new innovation in the provision of public services so as not to provide difficult access for service users. On the other hand, various complaints problems in the field of public services exist in several types of services, including civil administration and civil service administration, licensing services, the death of street lights, flood problems, garbage problems, development problems and other problems that still occur around the government area. The community often has difficulty in conveying complaints or aspirations, in the form of criticism, suggestions, and input to the relevant government agencies in providing services. The system of public complaints that is less efficient, causes further effects that cannot be avoided, such as increasing pollution, inefficient time, high costs, and still using manual systems. These problems caused a communication gap between the government and the

Innovation Patterns of Local Government in Handling Community Complaints Based on Information Systems (Comparative study in Kota Surabaya and Kabupaten Banyuwangi)