Public Service Innovation Research Articles

Efektivitas Sistem Administrasi Kependudukan Berbasis Teknologi Informasi (SAKTI) di Kota Kediri

The Population and Civil Registration Service of the City of Kediri is one of the regional government agencies of the City of Kediri that implements acceleration of the quality of public services by presenting an innovation in public services in the field of population administration. One of the innovations is SAKTI (Information Technology Based Population Administration System), a website application that makes it easier for the people of Kediri City to manage population administration. The presence of the SAKTI Application does not necessarily replace face-to-face services at the Kediri City Population and Civil Registration Office. Some people prefer face-to-face services at the Kediri City Population and Civil Registration Office rather than online services via the SAKTI application. This research aims to determine and analyze the effectiveness of the Information Technology Based Population Administration System (SAKTI) at the Kediri City Population and Civil Registration Service. This type of research is qualitative research with a descriptive approach. Data collection techniques through observation, interviews and documentation. The theory used in this research is the theory of program effectiveness according to Budiani in Maulana & Adam (2021) with four focuses, namely accuracy of program targets, program socialization, program objectives, program monitoring. The research results show that the effectiveness of the SAKTI Application is still less effective. This is because there are still people who have not used the SAKTI Application to process population documents. Apart from that, there are still several problems with the SAKTI application.

Transformasi Layanan SIM Nasional Presisi (SINAR) melalui Inovasi Aplikasi Digital Korlantas Polri di SATPAS Colombo Surabaya

The implementation of public services in Indonesia is regulated by Law Number 25 of 2009, namely a series of activities to meet service needs in accordance with regulations for every citizen and resident. This service includes goods, services or administrative services provided by public service providers. In addition, through Presidential Instruction Number 3 of 2003 concerning national policies and strategies for developing E-government, communication and information technology is utilized in government processes to increase the efficiency and effectiveness of government administration. One form of e-government-based public service innovation introduced by the National Police Chief is the National Police Traffic Corps Digital application in the form of the SINAR Service with the aim of providing more effective and efficient public services in the driving license (SIM) renewal process which can be accessed online. The aim of this research is to describe the Digital Application Innovation of the National Police Traffic Corps in the SINAR (Precision National Driving License) Service at SATPAS Colombo Surabaya. This research uses a qualitative descriptive approach. The research results show that: 1) Relative Advantage, This innovation was accepted quickly, even though there were internal challenges related to the applicant's signals and devices. 2) Compatibility, acceptance of innovation is fast, but some people still don't know about SINAR services because socialization is not yet comprehensive. 3) Complexity, innovation is accepted quickly, but there are technical problems such as lag or bugs when uploading photos. 4) Triability, positive and rapid acceptance of the innovation due to internal testing by the development team, Satpas staff, as well as a two-week trial with SIM applicants that successfully identified and fixed problems, ensuring the application meets user needs. 5) Observability, innovation is accepted quickly in society, but there are still deficiencies in data collection on applicant queues by security officers that need to be considered.

MyITS Services Integrated Service Innovation in Higher Education

The demands of higher education today are increasingly various and complicated as they provide technology and information-based services to students, lecturers, education staff, and alumni who need services easily and quickly. One solution is to integrate through the Integrated Service Centre, Institut Teknologi Sepuluh Nopember (ISC-ITS), by developing digitalization services through the myITS Services platform. The stages of innovation begin with legalisation services, translate diplomas, and graduation certificates, while future innovation development plans to expand into human capital services, finance, and cooperation. The purpose of this research is to analyze integrated service innovation in the Integrated Service Centre. This research uses qualitative methods and Albrecht and Zemke’s theory of public service innovation which examines technology-based services, human resources and service recipients. Data were obtained from observations, interviews, and documentation from service providers and recipients. The results of this study show that myITS Services can respond to the challenges of integrated service innovation needs at the Integrated Service Centre, as a university in realizing digital transformation and as an effort to implement Good University Governance (GUG), but that human resources teams must be supported and assistance provided for service recipients. As innovation continues to be carried out in public service, breakthroughs ISC-ITS come in the form of creative original ideas and adaptations and modifications to existing working methods to provide benefits, both directly and indirectly, to stakeholders. Keywords: innovation, public service, myITS Services

NGO engagement in the creation of public service innovations: A configurational, explorative approach

IMPACT This article offers critical insights for practitioners interested in the evolving landscape of public service innovation. It highlights the significant role that non-governmental organizations (NGOs) play as co-creation partners in government innovation projects, with nearly half of surveyed NGOs participating in such initiatives. Importantly, the study shows that NGOs with experience in service innovation are more likely to collaborate with government, emphasizing the value of past innovation experience in fostering successful partnerships. The authors explain the motivations behind NGO engagement, revealing that improving user experience, gaining insights, and strengthening relationships with government are key drivers. The findings suggest that co-creation is not just about service improvement but also about capacity building for NGOs through knowledge transfer and learning opportunities. Practitioners will benefit from understanding these dynamics, which reinforce the principles of New Public Governance (NPG) by highlighting the importance of collaboration and network-based innovation.

The Analysis of Stunting Implementation Policy in Tegal Regency

Tegal is a regency with the highest stunting prevalence in toddlers in Central Java with a percentage of 22.3% in 2022. Currently, the regency has become the prioritized locus of stunting intervention in Indonesia. Tegal regency government issued the Regent Rule of Tegal Number 4 in the Year 2023 about the Communication Strategy of Behavioral Changes in Lowering Stunting Prevalence in 2023 - 2026 as the prevention and effort of decreasing the stunting rate. This research revealed the implementation of stunting prevention policy in Tegal by applying the exploratory implementation model of George Edward III, Marilee S. Grindle, and Mazmanian & Sabatier based on the triangular perspective of policy analysis. This descriptive qualitative research describes a variable orally from the respondents and the doers by observing them. The researchers collected the data by interviewing, documenting, and promoting the literature study. The researchers also interviewed the Health Agency of Tegal and Public Health Care of Kedungbanteng district. The results showed that the applied policy met the regulation in terms of local government and local apparatus organization, OPD, with collaboration and effort to realize inter-sectoral cooperation from regency to village levels. The concrete step in preventing stunting includes the provision of nutritionist teams at Kedungbanteg Public Health Care and the establishment of a police center to prevent stunting prevalence. The results were - gaining the top 99 awards of Public Service Innovation in 2023 by the Ministry of State Apparatus Utilization and Bureaucratic Reform. However, the researchers found hindrances in distributing stunting prevention at most pubic health care units in Tegal. They had not applied the concrete steps and had to improve the human resources by joining training for the cadres so they could use the measuring tool of stunting for toddlers.

Penerapan Permen PANRB 29/2022 dalam Penilaian Kinerja Pelayanan Publik di Kecamatan Rungkut Kota Surabaya

Rungkut District is one of the public service units with the lowest community satisfaction index in Surabaya City District in 2023. So monitoring and evaluation needs to be carried out in order to get recommendations and improvements. The aim of this research is to assess the performance of public services based on the regulations of the Minister for Administrative Reform and Bureaucratic Reform (PermenPAN RB) Number 29 of 2022. The research method used is descriptive qualitative research with a content analysis approach. Data collection techniques through observation, documentation and assessment follow the format of PermenPAN RB 29/2022 with form-02 calculations as the evaluator. The results of the research show that the performance of public services in Rungkut District is good but with caveats. Because it can be seen from the service policy aspect that the availability of standard information and service announcements is an obligation of service providers; aspects of HR professionalism, namely service implementers who are responsive and implement a culture of service implementers; aspects of facilities and infrastructure, namely the availability of facilities and infrastructure supporting services; aspects of public service information systems to inform and support service operations so that they become known to the public; the complaint consultation aspect, namely the availability of a special place for consultation and complaints to provide information and complaints to the public; The existence of public service innovation makes it easier to provide online licensing services. Suggestions from researchers need to increase the media for publishing service information and providing infrastructure for disability groups.

Evaluasi E-Peken Sebagai Inovasi Pelayanan Publik Bidang Ekonomi Dalam Memberdayakan Pelaku Usaha Mikro Kecil Menengah di Kota Surabaya

The development of technology and information is very popular among entrepreneurs. In developing MSMEs in Surabaya City, the Surabaya City Government created the E-Peken Application Innovation. But on the other hand, this application still requires improvement and development in terms of the performance of functions and application features so that the application performance runs better and can create a sense of comfort in use by MSMEs players. Not only in terms of applications, the Surabaya City government also needs to evaluate the policy of encouraging ASN and OPD to shop at the E-Peken Application. This study aims to analyze and examine the evaluation of E-Peken as an economic public service innovation in raising the potential of Micro, Small and Medium Enterprises in Surabaya City. The research approach uses a qualitative descriptive method. Data were collected through interviews with informants selected by purposive sampling, field observations, and documentation. The results of this study are 1) Effectiveness, in this case in this case the existence of E-Peken can change and move the motivation of MSMEs actors to join the E-Peken platform 2) Efficiency, in this case the implementation of E-peken has been optimal in providing services despite the lack of socialisation at the beginning of making E-Peken 3) Adequacy, in this case the application of the E-Peken application has been good in achieving goals with the creation of E-Peken. 4) Evenness, this E-Peken platform has been socialized to the people of Surabaya City and can reach the target group.5) Responsiveness, in this case the practice of E-Peken users is very satisfied with the existence of E-Peken because it can reach various groups 6) Accuracy, in this case E-Peken has succeeded in being able to improve public services. Although sometimes it is not optimal because there are sellers who are not MSMEs players but enter their merchandise catalogs into the E-Peken application. In general, it can be concluded that the existence of the E-Peken platform is very helpful for MSMEs players to market their products and make their turnover increase.

Public Service Innovation on Stunting Overcoming in North Luwu Regency

Public Service Innovation on Stunting Overcoming in North Luwu Regency

PIONIRS: Implementation of Public Service Innovation Policy to Promote E-Government System in Pontianak City Government, West Kalimantan

PIONIRS: Implementation of Public Service Innovation Policy to Promote E-Government System in Pontianak City Government, West Kalimantan

Influence Public Service Innovation to Public Services Value and Satisfaction to Form Community Passion Build Village (Studies in the Village Boat, Mengwi, Badung, Bali)

There are demanding conditions for innovation in public services in accordance with Regulation Government Number 38 Year 2017 about innovation local arrange how local governments carry out local innovation and policy scope This includes innovation in government structuring and service delivery The public of Kapal Village, Bali, is facing ongoing public service problems satisfying. Initial observations show problems such as waste management TPST that is not yet optimal and complaints regarding road maintenance and public facilities. This research aims to find out and analyze the influence of public service innovation towards public service delivery and public service value to build passion public build village. Studies on Ward boat, Subdistrict Mengwi Badung Regency Bali. Respondent in study This is Public Ward Boat, Mengwi District, Badung Regency, Bali Province with a sample size of 387. This research uses analysis Structural Equation Modeling (SEM) with SMARTPLS program assistance 4. The results of this research show that: Innovation public services significantly increase the value of public services, but not influential direct on satisfaction or excitement public. On the contrary, mark service public relate positive with satisfaction And excitement public, whereas satisfaction society does not affects arousal they in a way significant...

Inovasi Pelayanan Publik Berbasis E-GOV Studi Kasus Aplikasi Tangerang Live, Dinas Komunikasi dan Informatika Kota Tangerang

The "Tangerang Live" application presents a public service innovation that provides practical solutions for the residents of Tangerang City. This application is an example of how technology can assist in optimising effective and efficient public services. The "Tangerang Live" application has the advantage of providing practical solutions for residents seeking information or services. In the context of e-gov, the use of an application like this can be considered as an example of e-government implementation that facilitates access to information and services for the community. the use of this application can also help in realising the concept of public services that are more transparent, accountable and responsive. This is in line with the theory put forward by Lenvinne et al (2011) related to the elements of public service quality, such as Responsiveness, Responsibility, and Accountability. The method used in this research is qualitative method by conducting interviews with related agencies, observation, documentation and literature study. The advantage of the "Tangerang Live" application is that it can facilitate the parties involved in the service process, such as government agencies and the community, to connect and collaborate in providing effective and efficient public services.

Service innovation challenges in UAE government entities: Identification and examination of the impact of organizational size and excellence model implementation

Government entities face unique challenges in public service innovation, often overlooked in research focused on the private and broader public sectors. To address this gap, an empirical study was conducted to identify and rank these challenges and assess the extent to which these challenges are impacted by organizational size and the adoption of the Government Excellence Model (GEM). Through expert consultation and questionnaires, 22 challenges were identified and categorized, with ten highlighted as critical, half of which relate to innovation culture. The study found that organizational size has no significant impact, while GEM-adopting entities perceive six challenges as less significant. These findings provide valuable guidance for policymakers in the UAE and similar contexts to overcome the challenges of public service innovation.

The Influence of Knowledge Management on the Culture of Knowledge Sharing With Leadership as an Intervening Variable at the Ministry of Religion of Binjai City

Knowledge management in government institutions is essential to improve operational efficiency, innovation, and quality of public services, as well as ensure adaptability, transparency, accountability, and responsiveness to the needs of society in the era of globalization and increasingly fierce competition. The purpose of this study is to find out and analyze the influence of Knowledge Management on the Culture of Knowledge Sharing mediated by the Leadership at the Office of the Ministry of Religion of Binjai City. This research was conducted with a causal associative quantitative approach. The sample used was all employees with a total of 105 people. The results of data analysis using Structural Equation Modeling (SEM) based on Partial Least Square (PLS) show that Knowledge Management has a positive and significant influence on Knowledge Sharing Culture, with T-statistical values of 2.973 > 1.96 and P-Values of 0.003 < 0.05, which means that an increase in Knowledge Management will significantly improve the Knowledge Sharing Culture. In addition, Knowledge Management also has a positive and significant effect on Leadership, shown by a T-statistical value of 78.253 > 1.96 and a P-Value of 0.000 < 0.05, indicating that improving Knowledge Management will significantly improve organizational leadership. Other findings showed that Leadership had a positive and significant effect on the Knowledge Sharing Culture, with a T-statistic value of 5.668 > 1.96 and a P-Value of 0.000 < 0.05, which indicates that an increase in Leadership will significantly improve the Knowledge Sharing Culture. Indirect influence analysis showed that Leadership was able to intervene in the influence between Knowledge Management and Knowledge Sharing Culture, with a T-statistical value of 5.796 > 1.96 and a P-Value of 0.000 < 0.05. These results provide important insights that Leadership plays a significant intermediary variable in the relationship between Knowledge Management and Knowledge Sharing Culture at the Office of the Ministry of Religion of Binjai City. These findings underscore the importance of integrating knowledge management strategies and leadership development to improve the culture of knowledge sharing in government institutions.

PERCEPTION DIMENSIONS OF THE USE OF ELECTRONIC PARKING IN TRADITIONAL MARKETS AS AN EFFORT TO INCREASE REGIONAL ORIGINAL INCOME

Electronic parking is one of the public service innovations that has the potential to increase local revenue in Ponorogo Regency. This innovation takes the form of an application that regulates parking in market areas that tend to be congested by utilizing technology such as parking sensors and applications, drivers can easily find available parking spaces and make payments electronically and also manually. The phenomenon in market parking management research is that it is not yet optimal in terms of service to the community and maximizing regional income from the market parking levy sector. This research aims to examine the dimensions of public perception regarding the use of market electronic parking as a strategy to increase Regional Original Income and evaluate user perceptions of the trust and economic benefits of electronic parking at Tonatan Market, Ponorogo. This research uses a method with a qualitative approach. The data collection technique uses an interactive approach using triangulation techniques such as observation, interviews, questionnaires and document retrieval. Samples were taken from Tonathan market parking users totaling seven informants. The research results show that there are people who support and do not support electronic parking innovation. The Department of Trade, Cooperatives and Micro Enterprises of Ponorogo Regency also supports the innovation of electronic parking because it can increase regional income.

Implementation of bureaucratic reforms to support public services for disabled groups in Central Java

Background: This research aims to conduct a study of the implementation of bureaucratic reform related to public services, especially the disability group. Bureaucratic reform is aimed at making changes both in terms of institutional aspects, governance, human resources and legal regulations to realize a bureaucratic agenda that improves the welfare of the disabled community. One of the agendas for implementing bureaucratic reform is to improve the quality of public services. Public services for people with disabilities are one manifestation of state services to meet their needs which have been neglected. Currently, the quality of public services is felt to be unsatisfactory with many complaints about the quality of public services provided by local governments and institutional ministries for people with disabilities. Improving the quality of public services is carried out by synchronizing various aspects by improving the quality of implementing apparatus and forming adaptive organizations so that they can produce innovation to anticipate developments in the needs of marginalized groups. Methods: The method used in this research is to conduct a literature review and analyze secondary data, both quantitative and qualitative, obtained from previous research or from documentation or publications. Findings: From the results of the analysis, it is found that implementing bureaucratic reform is the best way to improve the quality of public services which can not only serve current conditions but can also adapt to developmental needs which results in public service innovation. Conclusion: This research also found that the quality received by disability groups was still low. Novelty/Originality of this Study: Its examination of bureaucratic reforms specifically aimed at enhancing public services for disabled groups in Central Java uniquely addresses the intersection of governance, institutional changes, and the specific needs of marginalized groups. Additionally, it emphasizes adaptive organizations and service innovation to improve accessibility and inclusivity.

Evaluation analysis of electronic governance in the Malang City communication and information service

An innovative public service system can certainly produce more conduciveconditions and foster and develop creativity in the management of serviceunits and government institutions. This article identifies problems or obstaclesthat may occur in electronic governance services at the Malang City Diskominfo,especially on the Sambat Online website. By evaluating the quality and effectiveness of existing services, corrective and enhancing steps can be taken toensure that these electronic services truly provide benefits to the people ofMalang City. This article focuses on the evaluation analysis of Electronic Governance services carried out at the Malang City Communication and Information Service (Diskominfo) using descriptive qualitative research methods. Then the data collection technique was carried out by observation and distributingquestionnaires via Google Forms. The result of this article is that the SambatOnline website service mechanism itself makes it easier for people to makecomplaints online. The service in responding to complaints from the people ofMalang City is in web form (sambat.malangkota.go.id) via SMS, website andAndroid. The supporting factors for managing online sambat in responding tocomplaints from the people of Malang City are the available budget, supporting facilities and infrastructure. Meanwhile, the inhibiting factors for onlinesambat management in responding to complaints from the people of MalangCity are the lack of super admin in the Malang City communications andinformation services department, budgets that have not been allocated to eachregional apparatus and frequent rollovers in the distribution of employeeswithin the Malang City Government.

Improvisational theatre as a viable path? Exploring interaction antecedents in public service innovation processes attempting to implement and sustain eHealth solutions

ABSTRACT This article aims to explore interaction antecedents in public sector innovation processes attempting to implement and sustain eHealth solutions through co-creative planning and extensive training. Whilst there is a growing body of literature on innovation antecedents, there is an incomplete understanding of interaction-related antecedents. Our multiple case study explores innovation processes with varying complexity and success in three healthcare organizations in Denmark and Norway. From a symbolic interactionist perspective, the results reveal that some interaction barriers are frontstage performance, idealization and audience segregation. Mediators and service specialists may overcome these barriers and enhance interaction between collaborating actors.

Bridging Gaps, Building Trust: Comparative Insights into Community Engagement for Public Service Innovation in Makassar City and Sinjay Regency

This research aims to explore the level of community participation in public service innovation and explore the factors supporting this innovation. This type of research uses a mixed method, where in this type of quantitative research, the quantitative method used is cross-sectional with convenience sampling techniques, while qualitative research uses interview and observation data collection methods and is analyzed using Nvivo 12 Plus software. The results of the research show that the level of community participation in Makassar City is that the level of decision making is at the "not good" level because it is only around 38%, whereas at the implementation stage with a value of around 78% and the evaluation with a value of around 76% can be categorized as "Good" and in the category "Very Good" is only at the innovation utilization stage, namely reaching a percentage value of around 88%. Meanwhile, in Sinjai Regency, the very good category is only in the aspect of utilizing innovation, namely around 83%. Meanwhile, the aspects in the good category are implementation and evaluation indicators with respective percentage levels of 78% and 63%. The lowest level of community participation was in the decision-making aspect, namely with a percentage of around 55% in the "sufficient" category. The research results relate to supporting factors for participation, namely the will of the community, knowledge, awareness of implementing government programs, benefits of innovation, innovation systems and togetherness in the community. Meanwhile, the inhibiting factors are the lack of community involvement in determining government policy, community perception, busy work, weak program outreach. Thus, regional governments are expected to continue to increase community participation, especially in the decision-making aspect.

ANALISIS KUALITAS SUMBER DAYA MANUSIA DALAM MEMBERIKAN PELAYANAN ELEKTRONIK DI APLIKASI PLN MOBILE

The objective of this article is to examine the factors influencing the introduction of innovation in public services via the PLN Mobile app at PT. PLN (Persero), focusing on the constraint of the app's availability solely on Playstore for Android devices. Additionally, the article seeks to propose suggestions for enhancing the accessibility and quality of public services through the PLN Mobile app. The research methodology employed in this article is qualitative, involving a case study of PT. PLN (Persero) and the analysis of pertinent secondary data. Data were gathered through literature review, relevant documentation, and interviews. Findings reveal that the limitation of the app being exclusively on Playstore for Android devices adversely affects the accessibility and efficiency of public services via PLN Mobile. Nonetheless, there exists potential for enhancing accessibility and service quality through specific measures, such as expanding the app to other platforms and educating customers.

The Influences of Ambidexterity, New Public Management and Innovation on the Public Service Quality of Government Organizations

This study assesses the influences of organizational ambidexterity and new public management (NPM) innovations on public service quality in the under-researched and changing context of the Arabian Peninsula Gulf States. The data used were obtained from government organizations in the Sultanate of Oman and were analyzed using structural equation modeling. The findings indicate that exploitation is associated with public service quality and this relationship is partially mediated by public service innovation. The results show an indirect relationship between NPM practices and service quality mediated by service innovation. Moreover, the relationship between exploration and service quality is fully mediated by service innovation. This study extends the existing research on ambidexterity in government organizations and contributes to the international public administration reform and innovation literature by examining the applicability of Western practices in changing societal and politico-administrative cultures.