Evaluasi kebergunaan E-Government Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR) pada instansi pemerintah = Usability evaluation of government national complaint handling system (LAPOR) in Indonesia

Collaborative governance pada pemanfaatan layanan aspirasi dan pengaduan online rakyat (LAPOR) sebagai sistem pengelolaan pengaduan pelayanan publik nasional (SP4N) = Collaborative governance on utilization of layanan aspirasi dan pengaduan online rakyat (LAPOR) as national public service complaint management system

Penanganan pengaduan masyarakat mengenai pelayanan publik: studi pada pusat penanganan pengaduan pelayanan publik kota Semarang = Complaint handling on public services (the study on public service complaint handling center in Semarang City)

Analisis proses perubahan sistem penanganan pengaduan di ombudsman Republik Indonesia = The analysis of change process of complaint handling system at ombudsman Republic of Indonesia

Implementasi Citizen Relation Management sebagai Layanan Penanganan Pengaduan Masyarakat Terintegrasi di Provinsi DKI Jakarta (Studi di Kelurahan Susukan) = The Implementation of Citizen Relation Management as Integrated Complaint Handling Services in DKI Jakarta (Study in Susukan Subdistrict)