Abstract
Organizational change is unavoidable in the development of an organization. Responding to the dynamics of the environment that continues to change, it is necessary to have a form of innovation in all systems within the organization. Information services are important for the running of an organization. In public sector organizations, user information services are the main demands so that the service process can run well and by the wishes of users. This article aims to identify and describe the information service innovations that exist in the Ministry of Finance. Using qualitative methods with descriptive analysis, this study tries to describe and explain the existence of these policy innovations. this study conducted interviews with leaders connected to Contact Center HAI information service innovations and staff who run these innovation projects. Researchers also observe directly the process of change and innovation of information service systems that exist within the organization so that they can describe in detail the existing innovations. This article has the result of typologies of the information service innovation. There are five types of innovation, namely process innovation, product innovation, method innovation, system innovation, and conceptual innovation. The five innovations provide each progress for improving service performance in Contact Center HAI. JEL classification: L88, O32, O38.
Highlights
Contact center information services are certainly familiar because they have become popular and become the subject of discussion in meeting information needs by the public. (Park, J. et al, 2011)
The Ministry of Finance is one of the public sector organizations engaged in finance, which is a central element in state administration which includes state revenues and expenditures
This study shows that there are five types of innovations in information service innovation at the HAI Contact Center of the Ministry of Finance to improve service quality
Summary
Contact center information services are certainly familiar because they have become popular and become the subject of discussion in meeting information needs by the public. (Park, J. et al, 2011). Contact center information services are certainly familiar because they have become popular and become the subject of discussion in meeting information needs by the public. (Park, J. et al, 2011) This need for information makes people no longer hesitate to use the services of information. Contact center services which grow 8% annually (Rijo, R. et al, 2012) prove that user information services are very important for organizations. With the development of technology, the communication that is presented through contact center information services is increasingly developing according to customer needs. The Ministry of Finance is one of the organizations that continues to develop user information service systems to improve the quality of services provided. Innovation is the key to organizational success as well as public sector organizations which are closely related to the dynamics of public policy in the face of a dynamic environment
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