Medan City Government Organizational Communication Transformation: Strategies to Improve the Quality of Public Services and Community Empowerment

This study reveals the fundamental problems in the organizational communication of the Medan City Government which has implications for the low quality of public services and community empowerment, reflected in the public satisfaction index of only 73.42% and community participation which is still at 58.7%. This study aims to analyze communication transformation as an improvement strategy. Using descriptive qualitative methods through observation, interviews, and literature reviews, this study found that ineffective communication leads to convoluted bureaucracy, service delays, and lack of transparency, thereby lowering public trust. To overcome this, the government implements communication transformation through the integration of information technology, such as integrated digital services to accelerate administrative processes, a participatory approach that involves the community in policy planning, and policy transparency through social media and public information portals. In addition, regular training for government officials in the use of modern communication technology and increasing digital literacy among the community is an important factor in the success of this transformation. The results show improved service efficiency, reduced complaints, and increased public participation. The recommendations of this study emphasize the importance of continuous two-way dialogue, inclusive communication policies, and the government's commitment to building transparent and responsive communication to realize more effective public services and sustainable community empowerment.