This article discusses the existence of an Integrated Online Complaint (POT) application which is the solution for the people in conveying information and input to the Bekasi City Government. In order to provide good service there are still many problems in the application that cause difficulties for the community to use it. The purpose of this study was to determine the level of community satisfaction with the services provided by the information and communication service of Bekasi City. This research applies mix-methods with data acquisition through library studies, unstructured observation, semi-structured interviews and questionnaires. The questionnaire was distributed to 100 respondents in Margajaya Sub-district of South Bekasi with Simple Random Sampling method, while interviews were conducted with parties related to the Integrated Online Complaint (POT) application in Bekasi City based on the informant recruitment criteria. Determination of Resource Persons in this study used a purposive sampling technique. The results of this study indicate that there is a gap between the perceptions and expectations of respondents on the service of Integrated Online Complaint applications in the City of Bekasi. SERVQUAL scores for each dimension are: Tangibles (-0.64), Reliability (-0.48), Responsiveness (-0.67), Assurance (-0.48), and Empathy (-0.39). Therefore, the services provided by Diskominfostandi did not satisfy the respondents.