Public Service Innovation Research Articles

Innovation of Public Services by Population and Civil Service of Pasaman District

Innovation of Public Services by Population and Civil Service of Pasaman District

Komunikasi Inovasi Dalam Pelayanan Publik Kecamatan Beji Kota Depok

This research aims to analyze and understand the application of innovative communication in public services in Beji District, Depok City. A qualitative approach was used with data collection methods through interviews, observation and documentation studies. The collected data was analyzed systematically to gain an in-depth understanding of relevant aspects of innovation communication in the context of public services in Beji District. The research results show that there are several innovative communication initiatives that have been implemented in public services in Beji District, such as the use of social media, mobile applications, and providing information online. This innovative communication helps increase accessibility, transparency and public participation in obtaining information and utilizing public services. However, there are challenges that need to be overcome, such as the lack of public awareness of these innovative initiatives. Therefore, further efforts are needed to increase public understanding and participation in the communication of innovation in public services. This research makes an important contribution to the understanding of innovation communication in the context of public services at the local level and can be a basis for the development of more effective communication strategies in the future

New development: Public service innovation

IMPACT To meet the future fitness of a changing public service, local government practitioners and public managers can advance more values-based approaches that are responsive to workforce planning needs and more accessible to the communities that they serve. First, co-designing human-centric public services with users to target genuine areas of need. Second, promoting good governance to embrace partnership and spread public service financial risk in finding sustainable solutions to real world complex challenges. Third, leveraging data-driven technologies that informs public service decision-making on areas of performance and improvement. Fourth, investing in training and lifelong learning to promote continuous professional development and building capacity to equip public workers with the skills for innovation is crucial. Finally, to attract gender equality, diversity and inclusion in public service recruitment strategies a more balanced approach to conflicting ‘care’ and ‘control’ practices.

The Negotiation Stage: Decision Process of Public Service Innovation for Community Complaints in Pekanbaru

The Negotiation Stage: Decision Process of Public Service Innovation for Community Complaints in Pekanbaru

Analysis of the "ADIARTA" Innovation as the Savior of Batu City Land Archives

The ADIARTA innovation that was selected as the top 45 commendable public service innovations at the Public Service Innovation Competition (KIPP) was initiated by the Batu City Government, the Library and Archives Office, and the Communication and Information Office to facilitate services in the field of land archives. It is aimed at digitizing land documents to extend the life of the land archives of the Batu City community. In addition, ADIARTA is an application that can provide information about land ownership, buying and selling, grants, and the history of land in Batu City. ADIARTA is one of the innovations that can encourage community service and efforts to save village land archives which are confidential and sensitive documents (vital archives). The implementation of ADIARTA in Batu City has not been fully carried out in all villages, with the help of Malang State University students and the ADIARTA team. The realization of these innovations is to support good governance, effectiveness, and efficiency of public services to the community. From all kinds of problems about land, the Batu City government launched a land innovation that had a positive impact on the people of Batu city, as many as 90% of people felt satisfaction from ADIARTA services. The utilization of information and communication technology is one of the steps that can provide cost savings, time savings, and ease of access for related parties. The innovation is expected to be one way to provide efficiency to operations, facilitate community accessibility in accessing land archives, provide security and sustainable services, and improve public services for the community

Digital-Based Population Service Innovation

In the current VUCA (Volatility, Uncertainty, Complexity, Ambiguity) era, innovation in digital-based public services at the Population and Civil Registry Service (Disdukcapil) is a necessity because it supports increasing the efficiency and effectiveness of services and provides easy access for the public. The article resulting from this research explains the effectiveness of digital-based public service innovations that have been implemented at the Polewali Mandar District Dukcapil Office in improving service quality. The type of research used is qualitative with a case study approach to describe, analyze, and explain innovation at the research locus. Data, information, and knowledge were collected using observation, interview, and documentation techniques. The data was analyzed following the interactive model stages which include data collection, data condensation, data presentation, and conclusion drawing/verification. The research results show that the Population and Civil Registry Service in Polewali Mandar Regency implements digital-based public service innovations effectively because they are consistent with the demands and needs of the service user community. Systematic steps such as monitoring, evaluation, outreach, and analysis of service user satisfaction have also been carried out effectively and regularly to improve understanding and quality of services. Based on government commitment, community acceptance, and the selection of appropriate technology, this population's public service innovation can provide maximum benefits for all interested parties.

Strategi Pengembangan Sumber Daya Manusia (SDM) Aparatur Sipil Negara (ASN) dalam Menjaga Tradisi Inovasi Pelayanan Publik di Kabupaten Banyuwangi

Public service is one of society's basic rights as an object of government. Public services in Banyuwangi Regency have progressed because they are considered to be carried out more easily and quickly. One of the things that caused it was the innovation of public services carried out by the state civil apparatus of Banyuwangi Regency. This study describes the strategy for developing the human resources of the state civil apparatus in maintaining the tradition of public service innovation. This study uses a qualitative approach and the results show that the strategy for developing state civil human resources in maintaining the tradition of public service innovation is carried out in several ways including: providing opportunities for ASN to continue their studies according to the field of their regional apparatus organization/OPD, conducting periodic upgrading, assign competent ASNs to learn to replicate in areas where innovations have been successful, foster cooperation to form superteams, and provide rewards to ASNs who have successfully developed public service innovations. From this research, it is interesting to replicate the human resource development strategy for the state civil apparatus as it has been implemented in Banyuwangi Regency. The strategy for developing the human resources of the state civil apparatus can be sustainable by looking at the potential and resources of each region.

Discussion on Museum Public Services and Management Innovation

This paper delves into the importance of public services and management innovation in museums and their specific implementation strategies. Through a comprehensive analysis of the main challenges currently faced by museums in services and management, the paper cites a range of successful cases both domestically and internationally. It proposes innovative management strategies from five key aspects: technological application, audience participation, enhancement of educational functions, cross-sector cooperation, and sustainable development. The research indicates that adopting modern information technology, enhancing audience interaction, enriching educational content, and implementing cross-disciplinary cooperation can not only significantly improve the quality of museum services but also effectively enhance their management efficiency. This, in turn, better meets the public's cultural needs and promotes the sustainable development of museums.

Analysis of the Application of Service Innovation to the Study of Public Service Quality in the "House of the Sky" in Sidenreng Rappang Regency

Service innovation is adopted not only as a measure to deal with changes in the organizational environment. More than that, the purpose of service innovation is to improve the quality of public services. Public service innovation continues to be carried out by the government in various sectors, one of which is in the education sector. The education sector is a sector that has an important role that can make a major contribution to national development. Quality education actually gives birth to superior resources in carrying out nation building. This study aims to find out how the application of the "Rumah Langit" service innovation affects the quality of public services felt by the people of Sindenreng Rappang Regency. This research will be conducted from May to November 2023. The research locations include four villages in Sidenreng Rappang Regency. The research method to be used is to use quantitative methods with the research population, namely the people of Sidenreng Rappang Regency who are recipients of the "Rumah Langit" service innovation. This research sample was taken using simple random sampling technique. The tests used in this research are validity tests, reliability tests, descriptive statistical analysis and inferential statistical analysis. The research results show that the indicators used for each variable are in the good category. Through the results of the significance test, it shows that service innovation has a significant effect, where the significant value is smaller than the alpha value, while the calculated t value is greater than the t table, so it can be concluded that there is a significant influence between service innovation on the quality of public services in the "Rumah Langit" service in Sidenreng Rappang Regency.

The Impact of Artificial Intelligence (AI) Capability on Service Innovation in the Public Sector of Malaysia: A Proposed Conceptual Model

The integration of AI into the public sector has garnered attention for its potential to enhance service innovation, yet limited research has focused on this context, especially within government institutions. This study aims to bridge that gap by proposing a conceptual model to examine the impact of AI capability on public service innovation. Additionally, it explores how workforce agility moderates this relationship, positing that AI alone is insufficient to drive innovation unless accompanied by an adaptable and responsive workforce. By focusing on the Malaysian public sector, where digital transformation initiatives are in progress, this research is timely. The methodology involves developing a framework to empirically test the relationships between AI capabilities and service innovation, with workforce agility as a moderating factor. The study concludes that workforce agility is pivotal for maximizing AI's potential in public service contexts, where unique challenges such as resource limitations and bureaucratic rigidity exist. Future research can benefit from this model by further exploring how AI investments, coupled with a dynamic workforce, can improve public service delivery. Recommendations are provided for policymakers to prioritize workforce adaptability in AI-driven innovations.

Continuities of Public Service Innovations (PSIs) in Indonesia's Local Governments' Health Services: Whose Initiative Has a Higher Success Rate?

Public Service Innovations (PSIs) have improved public services and increased public values. However, previous studies have shown that public servants saw PSIs as risky interventions because of the perceived uncertain outcomes, lack of support and recognition, opposition against incumbent culture, and negative public scrutiny in case of failure. These perceived risks have led to risk-averse behaviour in public service and incremental or discontinued innovations. Earlier studies on PSIs’ continuity have focused on leadership, engagement, collaborations, and organisational cultures in developed countries. However, the mechanism of engagements, collaborations, organisational culture, and leadership types remains unclear. This study aims to investigate the characteristics of sustainable PSIs in Indonesia and how authorities are exercised. In doing so, 11 PSIs in Indonesian health services—facilitated by staff or leaders—are compared and contrasted. The findings indicate that staff-initiated PSIs are prompted by community needs, use routine visits as a collaboration mechanism, and engage more stakeholders. The shortcoming is that the staff-initiated PSIs need more formal team assignments. The advantage is that they strengthen social capital and decrease community health problems. On the other hand, PSIs that were initiated by formal leaders are stimulated by formal antecedents, such as low achievement of development targets. Leaders-initiated PSIs also use capacity development programs to collaborate and increase the achievement of development targets. A novel finding to add to previous studies is that collaborating with other existing programs contributes to PSIs’ continuity. The managerial implication of this study is to stimulate front-liners in initiating PSIs.

Inovasi Pelayanan Publik Pupuk Bersubsidi

This research examines the development of Subsidized Fertilizer Public Service Innovation in Tanjungsari Village, Karangpawitan District, Garut Regency. The problems in this research are the complicated bureaucratic flow from external parties, planning that is not based on evaluation so that the same problems continue to occur, low competency of extension workers. The aim of this research is to find out and describe the process of improving innovation in Subsidized Fertilizer public services in Tanjungsari Village, Karangpawitan District, Garut Regency. The research method uses qualitative research methods by taking informants who involve actors in the policy of Regulation of the Minister of Agriculture of the Republic of Indonesia Number 10 of 2022. The results of the research show that the process of developing subsidized fertilizer public service innovation has not been implemented optimally. Some of the obstacles found in developing subsidized fertilizer public service innovations are due to a less than optimal learning culture so that service providers are less than optimal in carrying out collaboration and developing innovations for public services. The conclusion of this research is that although the subsidized fertilizer public service has been running well, the development of subsidized fertilizer public service innovation has not been implemented optimally so there are still obstacles in its implementation. Keywords: Innovation, Public Services, Subsidized Fertilizer

EFEKTIVITAS SISTEM PELAYANAN RAKYAT SIDOARJO (SIPRAJA) SEBAGAI PELAYANAN PUBLIK DI DESA GEMPOLSARI KABUPATEN SIDOARJO

The Sidoarjo Regency Government presents innovative public service products based on electronic technology in the form of applications, namely the Sidoarjo People's Service System (SIPRAJA). This research aims to measure the effectiveness of SIPRAJA as a public service in Gempolsari Village, Sidoarjo Regency. The quantitative research method used is one variable in a descriptive approach based on the theory of innovation characteristics according to Rogers which requires a sample of 100 respondents. This research has the results that the indicators of relative superiority, compatibility, complexity, testability and observability are very effective. So, the overall conclusion is that the effectiveness of SIPRAJA in Gempolsari Village, Sidoarjo Regency with a final result of a percentage value of 69% is included in the very effective category.

IMPLEMENTASI SISTEM ANTRIAN DIGITAL DI KANTOR KECAMATAN WINONGAN KABUPATEN PASURUAN

This research aims to uncover the problems of Integrated Services (PATENT) in the Winongan District Office, Pasuruan Regency with a MANUAL queuing system. From some information gathered from people queuing, services using a manual queuing system are less effective and efficient. So, to meet the needs of good community service, District Offices need to innovate a DIGITAL queuing system. Integrated Service (PATENT) problems at the Winongan District Office, Pasuruan Regency with a MANUAL queuing system. From some information gathered from people queuing, services using a manual queuing system are less effective and efficient. So, to meet the needs of good community service, District Office Agencies need to innovate a DIGITAL queuing system. Innovation is a shift from traditional management principles, processes and practices or a shift from old organizational forms to modern management. Government services to the community, known as public services, are a very strategic issue because of the interaction between the government and the community. This research uses a qualitative descriptive approach to determine public service innovation. The data used are primary data and secondary data. Data collection techniques were carried out using observation, interviews and documentation. The research results show that public service innovation with a digital queuing system is a conceptual innovation which gives rise to new paradigms, ideas, thinking and breakthroughs. Meanwhile, delivery innovation includes new ways or ways of solving problems, providing services or interacting with clients for the purpose of providing special services to customers.

Pengaruh Inovasi Pada Aplikasi Access by KAI Terhadap Kualitas Pelayanan

Innovation in the Access by KAI application aims to provide better services to the public. However, this innovation encounters several issues such as limited technological access by the public, policy non-inclusivity, and lack of effectiveness in socialization efforts. Therefore, this study aims to investigate the impact of innovation in the Access by KAI application on service quality. Additionally, it aims to determine the effective contribution of innovation dimensions in the Access by KAI application to service quality. This research utilizes an associative method with a quantitative approach. Data was collected through observation and questionnaire results, while data analysis employed robust M-estimation regression. The results indicate that the quality of public service innovation is very high, and the quality of m-service is high. Furthermore, public service innovation obtains significant variable coefficient values at a significant level (α=0.05). This is indicated by the p-value of the public service innovation variable being 0.000<0.05, showing the influence of public service innovation on m-service quality in the Access by KAI application. The effective contribution of each dimension of public service innovation to m-service quality is as follows: relative advantage dimension 0.48%, compatibility dimension 29.03%, complexity dimension 14.22%, testability dimension 9.83%, and observability dimension 8.39%.

The Typology of Sabdopalon Innovation in Kedunglosari Village Tembelang Sub-District Jombang Regency

One of the most important processes in efforts to realize improvements in the quality of public services is to carry out breakthrough innovations. The existence of statutory regulations governing regional innovation is a reference for Regional Governments to carry out innovations to improve the quality of public services. The Sabdopalon innovation is one of the public service innovations in Jombang Regency which is useful for improving the quality of electronic-based Village Government services by integrating several service scopes. This research aims to determine innovation and innovation typology based on the theory of Halvorsen, et al. (2005) in Kedunglosari Village, Tembelang District, Jombang Regency. This research uses a positivistic research approach with the type of research used is descriptive research and the data analysis used is qualitative. The research results show that the Sabdopalon innovation (Sistem Administrasi Berita Data Deso dan Pelayanan Online) is a manifestation of the Jombang Regency Smart City Masterplan in the public sector which involves the village government as the lowest level agency that is integrated with Jombang Regency government agencies. The Sabdopalon innovation in Kedunglosari Village, Tembelang District, Jombang Regency is by the six innovation typologies presented by Halvorsen, et al. (2005).

Exploring the Impact of Innovative Public Service Delivery System in Bangladesh: A Case Study of District Administration

Exploring the Impact of Innovative Public Service Delivery System in Bangladesh: A Case Study of District Administration

Inovasi Pelayanan Publik Pemerintah Kota Bekasi dalam Bentuk Kebijakan Mal Pelayanan Publik

The purpose of this paper is to analyze the Bekasi City Government's Public Service Innovation in the form of the Public Service Mall Policy and describe the inhibiting and supporting factors in the process of public service innovation in Bekasi City. This research uses descriptive qualitative research methods using Rogers' Theory where there are several attributes as a characteristic of an innovation, namely Relative Advantage, Suitability, Complexity, Probability of Experimentation, and Observability. The results showed that the Public Service Mall in Bekasi City has become a significant innovative solution in the delivery of public services in Indonesia, especially in Bekasi City. because the Public Service Mall concept offers an integrated, efficient, and more responsive approach to the needs of the community in accessing various public services in one place.

Adopting, implementing and assimilating coproduced health and social care innovations involving structurally vulnerable populations: findings from a longitudinal, multiple case study design in Canada, Scotland and Sweden

BackgroundInnovations in coproduction are shaping public service reform in diverse contexts around the world. Although many innovations are local, others have expanded and evolved over time. We know very little, however, about the process of implementation and evolution of coproduction. The purpose of this study was to explore the adoption, implementation and assimilation of three approaches to the coproduction of public services with structurally vulnerable groups.MethodsWe conducted a 4 year longitudinal multiple case study (2019–2023) of three coproduced public service innovations involving vulnerable populations: ESTHER in Jönköping Region, Sweden involving people with multiple complex needs (Case 1); Making Recovery Real in Dundee, Scotland with people who have serious mental illness (Case 2); and Learning Centres in Manitoba, Canada (Case 3), also involving people with serious mental illness. Data sources included 14 interviews with strategic decision-makers and a document analysis to understand the history and contextual factors relating to each case. Three frameworks informed the case study protocol, semi-structured interview guides, data extraction, deductive coding and analysis: the Consolidated Framework for Implementation Research, the Diffusion of Innovation model and Lozeau’s Compatibility Gaps to understand assimilation.ResultsThe adoption of coproduction involving structurally vulnerable populations was a notable evolution of existing improvement efforts in Cases 1 and 3, while impetus by an external change agency, existing collaborative efforts among community organizations, and the opportunity to inform a new municipal mental health policy sparked adoption in Case 2. In all cases, coproduced innovation centred around a central philosophy that valued lived experience on an equal basis with professional knowledge in coproduction processes. This philosophical orientation offered flexibility and adaptability to local contexts, thereby facilitating implementation when compared with more defined programming. According to the informants, efforts to avoid co-optation risks were successful, resulting in the assimilation of new mindsets and coproduction processes, with examples of how this had led to transformative change.ConclusionsIn exploring innovations in coproduction with structurally vulnerable groups, our findings suggest several additional considerations when applying existing theoretical frameworks. These include the philosophical nature of the innovation, the need to study the evolution of the innovation itself as it emerges over time, greater attention to partnered processes as disruptors to existing power structures and an emphasis on driving transformational change in organizational cultures.

Governance And Digital Transformation: Analisis Ruang Kerja Virtual Melalui Perspektif E-Government Pada Pemerintahan Provinsi Bali

Digital transformation in the government sector is a form of public service innovation. Since the COVID-19 pandemic, various digital-based innovations have emerged as solutions to the problems that occur. This effort was made to provide services to the community during the pandemic. One of them is the presence of a virtual office as a work space platform that supports efficiency in providing public services. Virtual offices are a manifestation of an electronic-based government system (SPBE), administering government by utilizing technology, information, and communication. This system exists to realize effective, efficient, transparent, and accountable government governance. This article focuses on reviewing virtual offices as a digital-based public service from an e-government perspective. The study uses a qualitative descriptive approach with data collection techniques through literature studies, such as books, journal articles, websites, and other documents related to the research topic. The results of this research show that virtual offices are a form of government governance through digital transformation. A review from an e-government perspective shows that this system has demonstrated key elements in achieving successful e-government implementation. Among them are support, capacity, and value. Apart from that, the concept of dynamic governance shows that the virtual office is a form of transformational government governance that is able to answer the challenges of technological and information development. This supports dynamic government towards good governance.