Process Of Public Services Research Articles

Literature Review: Penerapan Teknologi Informasi dalam Meningkatkan Kualitas Pelayanan Publik

The number of complaints submitted by the public about the poor process of public services provided is a problem that must be immediately addressed by the Government. Along with the current advances in information technology, many institutions or agencies have begun to overhaul work systems in order to improve the quality of service to the public. This research aims to identify the application of information technology in improving the quality of public services. This research uses descriptive qualitative methods and the research sources used are secondary data, namely studies of literature, articles, journals, regulations, and sites on the internet related to this research. Validity data in study using triangulation. This study uses the theory of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. The findings of this study are that the application of information technology in improving the quality of public services has not fully run optimally, this can be seen from the dimensions of physical evidence (tangibles) that have not utilized digitalization in optimizing technology so that it requires space and storage space to store files and documents that are increasingly mounting. reliability in technology-based services, information and communication networks is very dependent on the weather, because if there is heavy rain or thunderstorms, the quality of the network becomes weak and even stops so that the process of administering (managing and processing) data becomes slow and can cause inaccuracies, power responsiveness is still not optimal because the services provided are still slow and require a long time

An Approach to Managing Public Services that uses Big Data and Cloud Computing

Abstract: Governmental regulations have accelerated the development of information technology and resource grouping. One area of "digital gold" that is extremely practical and scientific is large-scale data mining. This is not simply a contemporary issue; it also calls for the rapid expansion of public service. As a result, it is possible to fully realise the advantages of information, improve service effectiveness, and close the service gap. Due to its speedy accounting, low memory requirements, and effective resource allocation, cloud computing has grown in popularity. Big data was therefore used in this work to analyse the current state of public cloud services, and fuzzy evaluation was used to analyse accurate monitoring. Eventually, the structure of the public service was enhanced, and a strategy for the precise organisation of the complete big data-driven public service process was created. According to a fuzzy comprehensive assessment, the design value and data entropy of public cloud services were increasing exponentially; the average design value of the accurate organisation for cloud-based government services was around 4.35, and the average significance of data entropy was around 0.98. Furthermore, big data-driven precision organisation of social public social welfare outperformed traditional precision monitoring of cloud-based services for the public, with results that suggested effects were 7% higher and overall capacity was 9% higher than the compared techniques.

Public Services Based on Health Protocols During the Covid-19 Pandemic in Bontang Lestari Village

Public service providers must react to the COVID-19 pandemic. Many government regulations to prevent this virus's spread affect service providers' public service standards. Improving public service standards will help stop this infection. Researchers in Bontang Lestari Village, hit by the COVID-19 epidemic, observed issues, including limited service hours, unprepared health protocol facilities, and uneven health protocol socialization. Then the research question is how public services based on health protocols are implemented during the COVID-19 pandemic in Bontang Lestari Village and what are the obstacles. This study examines public service health procedures during the COVID-19 pandemic in Bontang Lestari Village and the challenges they faced. This study used qualitative research. According to the research, the health protocol for using masks has not been optimally implemented because residents/employees still take off their masks when chatting/conducting services, the health protocol for washing hands has gone well and in accordance with the rules applied, and the health protocol for maintaining distance between residents has been set at 1 meter. Residents and staff' ignorance of health protocols hinders the public service process based on them. Thus, the chance of getting COVID-19 is rising, and residents have less time to take care of their requirements, making services seem substandar.

Determinasi Inovasi Pelayanan Publik Terhadap Konseptualisasi Paradigma Humanis

This paper aims to explain the implementation of public services today from a humanistic perspective/paradigm. Public policy innovation as a necessity in principle and substantively will provide reinforcement in responding to and resolving public policy problems that take place in the community.The method used is descriptive method, which describes several studies, public service policies from various literatures. The results of the literature review show that character education and the inculcation of humanistic values to service providers (government/political elites, bureaucratic apparatus) are very important and must be carried out so that the public service process can be of higher quality and provide optimal satisfaction for service recipients.The result to be achieved in this research is the existence of public policy innovation efforts with the dimensions of novelty and usefulness so that it is expected to have an impact on more concrete efforts and build sustainable community participation. Innovation is applied not only at the evaluation stage of public policies but is applied from the beginning of public policy planning, implementation and evaluation of public policies.

IMPLEMENTASI PROGRAM KIOS E-PAKLADI DALAM PELAYANAN ADMINISTRASI KEPENDUDUKAN

This study aims to analyze and describe related to the Implementation of the E-Pak Ladi Kiosk Program in Population Administration Services. The type of research used in this study is qualitative using a descriptive approach. The data collection method used is by reviewing legislation, observation, and interviews. The method of data analysis in this study is using data reduction, then followed by presenting the data and drawing conclusions. The Kiosk E-Pak Ladi program is a position service program that can be done electronically in the management of population administration, such as ID cards, death certificates, birth certificates, transfer documents, and others. Legislation Number 24 of 2013 concerning population administration is a series of structuring and controlling activities in the issuance of population documentation and data through population registration, civil registration, management of population administration information, and utilization of results for public service processes and development in other fields . Implementation of the E-Pak Ludi Program aims to realize population administration services that run effectively and efficiently by optimizing the use of electronic-based government systems. The implementation of the E-PakLadi Kiosk Program presents problems and challenges, especially related to socialization between communities and infrastructure. The results of this study show that the E-PakLadi Kiosk Program in Population Administration Services has been running well in its distribution in various villages in Pasuruan, but it is still not optimal in terms of widespread and even socialization and in terms of infrastructure facilities still need to be developed.

The Measurement of Experience and Satisfaction with Public Provision of Assistive Technology Services for Workers with Disabilities in Korea

The Korean government has been providing AT services for workers with disabilities and is increasing its provision every year. However, there are request for improvement from individuals with disabilities regarding service process, eligibility, and quality of services. In response to those requests, this study was created to more accurately identify the process to be improved and to collect opinions from workers with disabilities for improvement of public AT services. The survey consisted of respondents' demographic information, experiences with the public AT service process, and opinions on improving public AT service. The request to participate in the survey was conducted for 3 weeks, and the responses of 158 disabled workers were used for analysis. This study used descriptive statistics and analysis of variance and planned follow-up testing in case a significant difference was found. The results indicated a low satisfaction with early stages of AT service process, such as information acquisition. Respondents also hoped that the application process would be changed to be simpler and more direct to take into account workers with disabilities, and that the provision of assistive devices would be expanded and diversified. The government is leading positive changes in line with the needs of workers with disabilities identified in this study. In the future, it is necessary to gradually expand the application eligibility for public AT services and to improve service system and provide government support for them.

Penerimaan Teknologi Sistem OSS di DPMPTSP Kabupaten Nagan Raya

Information technology helps make the public service process much faster and more precise. The same service also forces service users to adapt to the computing and information programs offered by the service provider, making it easier for them to receive the services they want. OSS is a solution for licensing service users to get their services without attending the DPMPTSP office. This research wants to see how far service users can adapt to the OSS program and whether they feel comfortable with it. The results of the 73 research samples in this study showed that PU has a beta coefficient more significant than the PEOU variable in predicting attitudes towards using OSS. This means that the information system developed by the government has a high acceptance level because users must prioritize the usefulness of the system that has been developed from the previous system.

E-Government Development—A Key Factor in Government Administration Effectiveness in the European Union

The phenomenon of digitisation of the public sector is an irreversible process that affects both the way public institutions are organised and the communication relationships between people and institutions. The COVID-19 pandemic represented a challenge and a strong impetus in accelerating the digitisation process of public administration at the global level such that it is currently difficult to make a clear distinction between governance and e-governance. The purpose of this research is to investigate the impact of the intensification of the digitisation process of public services in increasing the efficiency of governments at the level of the member states of the European Union, based on a cluster analysis. A robust least squares regression method was used to estimate the effects of the three dimensions of the e-government development index (EGDI) on government effectiveness. The results of the analysis highlighted the fact that the skills of the population in using online services determine the increase in a double percentage of government efficiency in intensively digitised states compared to states where the digitisation of public services is less developed. The development of the telecommunications infrastructure also has a significant positive impact on the efficiency of the government. However, online services offered by public authorities have proven to negatively influence government efficiency in both clusters.

Quality of Public Services at the Social Security Agency of Health (Badan Penyelenggara Jaminan Sosial) Manpower Banjarmasin Branch Office

The study aimed to analyze the quality of public services at the Banjarmasin Branch Office of Employment BPJS (Social Security Agency of Health). The research method used by the researcher is a descriptive analysis method. Observation, interviews, and documentation carried out the data collection techniques in this study. The data analysis technique used in this research is qualitative. The results of the study show (1) The accuracy of the services provided by employees is good enough in explaining matters related to participant requirements, making participant cards, claiming processes, and other public service activities organized by BPJS Ketenagakerjaan, although often when performing public services outside the office the community asks the same questions over and over again, the employees still give good explanations, (2) The speed of service in overcoming problems that occur in public services is quite good, it is just that the number of employees when performing public services outside the office is quite good. Can reduce the level of community satisfaction, and (3) Hospitality is good with employees who are always ready to help the community's needs in the public service process.

Sistem Informasi Rekam Medis Pada RSU Elpi Al-Aziz Menggunakan Bahasa Pemrograman VB.NET 2010

RSU Elpi Al-Aziz is an agency engaged in public health services. At RSU Elpi Al-Aziz, in providing services to patients, drug data collection, prescriptions and reports are still done manually or not computerized. Patient data storage media using paper media resulting in the search for data is done by browsing the archives that can take time and prescription making is still done by handwriting where there can be errors recording and making reports related to medical records are still done manually by recording patient data through archives that can take time but it is vulnerable to errors. To support the development method of Medical Record Information System that is made now the author uses the waterfall method by using system development tools in the form of flowcharts, context diagrams, DFD, and database design tools proposed in the form of ERD. As well as data collection techniques with research methods by observation, interviews and literature studies. Implementation of the computer program used in this medical record information system using Visual Basic 2010 programming language with MySQL database that provides facilities to facilitate the process of making information systems and product implementation. The Information System created can overcome the problems that exist in RSU Elpi-Aziz. Storage Media, processing of patient data, medical records, and drugs have been computerized so that the process of public health services can be done quickly and avoid mistakes and facilitate performance at RSU Elpi Al-Aziz.

The Effectiveness of SP4N-LAPOR-Based Complaints! At the Department of Communication and Information Technology of Tasikmalaya City

When the public service process is still not maximized, the community will submit a complaint report to the Government on the suggested complaints from the community regarding public services that have not been effective. The presence of SP4N-LAPOR! is a need for a system that can integrate all complaints management in government agencies, because complaints cannot be managed partially. The purpose of this study was to determine the effectiveness of SP4N-LAPOR! at the Department of Communication and Information of the City of Tasikmalaya. This study uses the theory of Sedarmayanti (2009) regarding the effectiveness of the program with 4 indicators, namely: Input, Production Process, Output (Output), Productivity. Using descriptive research methods with a qualitative approach. Data collection techniques by observation, interviews, and documentation. Data analysis used Miles and Huberman (1984) in Sugiyono (2019), namely data collection, data reduction, data presentation and conclusion drawing/verification. The result of this research is that the complaints based on SP4N-LAPOR! has been effective in accordance with the existing mechanism in the SOP, but there are still obstacles, namely limited human resources and employee understanding and not optimal in conducting socialization.

Analisis Optimasi Algoritma Backpropagation Momentum Dalam Memprediksi Jenis Tingkat Kejahatan Di Kecamatan Tambusai Utara

Crime is conduct that disobeys the law and contravenes social norms in a way that society finds objectionable. There is no system that can forecast the kind and quantity of crimes that will happen in the future as a guide in the process of preventing crime, according to the North Tambusai Police. However, the public service process in the form of complaints has been done digitally. Backpropagation is an iterative method that works well even with complex and convoluted data. Backpropagation is an artificial neural network with several levels (multi-layer). Data processing is done on the types and numbers of crimes that took place in North Tambusai District between 2015 and 2020. The first step in the data processing procedure is to normalize the data and choose the network training parameters. Crime data and levels were used in the artificial neural network research, which used a 5-5-1 design. The test results reveal that the average prediction accuracy rate is 92.66%, with the greatest prediction accuracy rate being 99.6% and the lowest forecast accuracy rate being 90.01 percent. Theft had the highest weighting (Curat) of crimes the next year with 15 cases, while fraud, crime, and extortion/threats each had the lowest weighting (1 case). The prediction findings exhibit a sufficiently high level of accuracy to serve as a basis for evaluation.

Upaya Pemerintah Desa dalam Meningkatkan Kualitas Pelayanan Publik

This study aims to determine the efforts of the village government in improving the quality of public services, especially in the field of population administration at the Panji Kidul Village Office, Situbondo Regency, to find out the supporting factors and also the inhibiting factors of the village government's efforts to improve the quality of public services. The method used in this research is a descriptive research method with a qualitative approach, namely by describing events that occur in the field, data collection will be carried out using interview, observation, and documentation techniques. The results of the study indicate that the village government's efforts to improve the quality of public services in the field of population administration at the Panji Kidul Village Office are by motivating employees related to work discipline, improving the quality and professionalism of employees, improving facilities and infrastructure, the existence of procedures for the order of population administration services, improving performance. government apparatus. In addition, the participation of rural communities in public services is also very helpful in the smooth process of public services. The supporting factors for the village government's efforts to improve the quality of public services in the field of population administration at the Panji Kidul Village Office are community participation, cohesiveness between village government officials, and the determination of service costs. The inhibiting factors are the quality of village government apparatus resources, limited facilities and infrastructure, and undisciplined working conditions.

Supervision for the Public Health Services for Older Adults Under the Background of Government Purchasing: An Evolutionary Game Analysis Framework.

As an important measure to involve services for older adults, the government procurement practices have become a key link for public health services. However, the information asymmetry between public health service purchasers and public health service undertakers triggers a supervision dilemma. Based on this background, this study uses the evolutionary game theory to analyze the symbiotic evolution between local governments and public health service institutions under different reward and punishment mechanisms, explore game evolution, strategy adjustment, and influencing factors of different game subjects, and analyze the necessity and appropriate intensity of dynamic rewards and punishment mechanisms. The results show that: under the static condition, the penalty can change the strategies of local governments to a certain extent, but it is still difficult to achieve complete self-discipline management of public health service institutions. If local governments implement a dynamic reward or penalty mechanism in the supervision process of public health services for older adults, the equilibrium between them tends to be evolutionary stable. For three dynamic mechanisms, a dynamic reward mechanism is more conducive to adopting a self-discipline behavior of public health service institutions, which is helpful to realize the supervision of public health services for older adults. Also, there is a positive correlation between the proportion of public health service institutions who adopt a “self-discipline behavior” strategy and the maximum punishment intensity, and a negative correlation with the reward intensity. This study provides theoretical and decision-making references for governments to explore the promotion and implementation of public health services in older adults.

MARKETING COMMUNICATION POLICY OF LOCAL AUTHORITIES AS A TOOL FOR FORMING THE IMAGE OF MUNICIPAL SERVICE PROVIDERS

A part of research results concerning the state of the effectiveness of marketing activities of local authorities of Ukraine, in which authors took part and prepared the analyst report, and also their own researches are presented in the paper. The study found that marketing communication activities for forming the image of urban transport service providers in the studied regions were carried out mainly in the form of information campaigns and weren’t aimed at target audiences. The study discovered that in 2017—2020 in Ukraine (except for the temporarily occupied territories) there were some measures to increase awareness of the responsibility and important role of urban transport service providers. It is established that citizens of Ukraine are informed about the problems of urban public transport at three levels. First, at the national level, the most popular were information and educational activities, image social advertising in national media, Internet portals, information and educational programs and publications, reproduction and distribution of printed materials (booklets, leaflets, posters, academic literature). Secondly, at the regional level (oblast level) were popular publications and videos on the Internet, manuals, radio and television programs, social advertising on regional state television and radio, outdoor advertising (billboards, city lights, posters), conference organization were disseminated and seminars, flash mobs and social events. Third, lectures, classes, role-playing games, business games, workshops, booklets, leaflets and conference materials were organized at the local level. At the same time, the system in conducting marketing communication activities for forming the image of urban transport service providers during the study could not be found. The study identified shortcomings in the communication process of public services with target social groups. An analysis of marketing communication activities implemented and planned for implementation by local authorities. On the basis of research results and conclusions some recommendations are offered in the article.

EVALUASI INOVASI SISTEM PELAYANAN PUBLIK PROVINSI SUMBAR UNTUK MENGHADAPI NEW NORMAL

Abstract: The urge to use technology in governance has been increasing since e-governance was used. This is confirmed by the emergence of the idea of the Industrial Revolution 4.0 recently. The government is required to be adaptive and able to optimize technology in serving the community. Not to mention in the midst of the Covid-19 pandemic, which forces people to limit their mobility and are advised to do activities from home to stop the spread of the virus. In this condition, the presence of government services must immediately transform into online form. The application of technology in public services today is basically not a new thing. The Regional Government as a government that is in direct contact with the community is already a public service through applications and online systems. As in the process of managing population documents, one of them is in West Sumatra. However, the application of technology in public services is still not optimal so that its implementation is not in accordance with new normal conditions. This research was conducted using a literature study method with descriptive analysis. From the literature study, it was found that one method to optimize the public service process is e-governance infrastructure in the form of an integrated online public service system from the government for the provision of information and public services. The results of this study can be a relevant source for policy makers for ASN in Indonesia by providing recommendations so that e-government schemes can be implemented so as to provide easy access for the community and increase work effectiveness and ASN safety in order to face the new normal period.Keywords: Public Service, E-Governance, Covid-19, West Sumatra

Effects of Hospital Decentralization Processes on Patients’ Satisfaction: Evidence from Two Public Romanian Hospitals across Two Decades

Patient satisfaction represents an essential indicator in assessing healthcare quality, as it is an extensive source of information regarding the healthcare provider’s ability to meet patients’ expectations and is a key predictor of patients’ behavioral approaches. The purpose of this study is to evaluate the degree of satisfaction of patients who have been admitted for inpatient hospitalization in two public hospitals located in the North-West of Romania, during two different periods of administration/management of healthcare services, in the context of an ongoing decentralization process of public healthcare services (initiated in 2010). An exploratory study was conducted in the period of April–December 2021, based on a patient satisfaction survey, through which the quality of in-hospital services was evaluated at present and up until 2010, by the hospitalized patients in both periods. In total, 208 survey responses were validated and analyzed. The chi-square test and t-test were used for statistical processing. The results of the survey revealed that the percentage of patients that evaluated the inpatient experience as excellent was significantly higher during the period when hospitals were administered by local authorities than during the period of centralized administration (68.27% vs. 28.37%; p < 0.001), both in medical care as well as in hospital hotel services (71.63 vs. 29.81%), respectively (56.25 vs. 27.40; p < 0.001). The results obtained from this survey indicate that the decentralization of hospital units has had a positive effect on the quality of inpatient medical services and highlight the need for formulating and finalizing a policy aimed at developing and enhancing medical services.

Integrity in Public Service in the City of Tomohon

The focus of this research is on the aspects of public service delivery, the application of integrity values ??by state civil servants and the community, as well as the efforts made to optimize the application of integrity values ??in public services at the Tomohon City public service mall. Using a qualitative research approach with descriptive methods. Data analysis techniques include data reduction, data presentation, and drawing conclusions. Data were collected through observation, interviews, and documentation. The research findings show: 1) The implementation of public services by the Tomohon City Public Service Mall is based on the Tomohon Mayor Regulation Number 11 of 2018. In the midst of the covid-19 pandemic, it is carried out in 4 ways, namely physical distancing, online services, normal direct services (public come to take care of themselves), and walk-in or mobile service, 2) The application of the value of integrity by state civil servants at the public service mall of Tomohon City and the service user community is still not fully in line with the desired expectations. Although several applications of integrity values ??already exist which are categorized as good and very good, some are categorized as not good, and 3) The Tomohon City Government through the public service mall has made various efforts to optimize the implementation of public services to the community, including optimizing the application of integrity values ??in any ongoing public service process. These efforts are in the form of direct coaching, technical guidance, mentoring, building open communication between all components, providing complaint box facilities both physically and electronically, providing motivation and education, monitoring and evaluation, awarding, online use, and online-based services.

Integrity in Public Service in the City of Tomohon

The focus of this research is on the aspects of public service delivery, the application of integrity values ??by state civil servants and the community, as well as the efforts made to optimize the application of integrity values ??in public services at the Tomohon City public service mall. Using a qualitative research approach with descriptive methods. Data analysis techniques include data reduction, data presentation, and drawing conclusions. Data were collected through observation, interviews, and documentation. The research findings show: 1) The implementation of public services by the Tomohon City Public Service Mall is based on the Tomohon Mayor Regulation Number 11 of 2018. In the midst of the covid-19 pandemic, it is carried out in 4 ways, namely physical distancing, online services, normal direct services (public come to take care of themselves), and walk-in or mobile service, 2) The application of the value of integrity by state civil servants at the public service mall of Tomohon City and the service user community is still not fully in line with the desired expectations. Although several applications of integrity values ??already exist which are categorized as good and very good, some are categorized as not good, and 3) The Tomohon City Government through the public service mall has made various efforts to optimize the implementation of public services to the community, including optimizing the application of integrity values ??in any ongoing public service process. These efforts are in the form of direct coaching, technical guidance, mentoring, building open communication between all components, providing complaint box facilities both physically and electronically, providing motivation and education, monitoring and evaluation, awarding, online use, and online-based services.

DINAMIKA PELAKSANAAN ELECTRONIC GOVERNANCE PEMERINTAHAN DAERAH DI INDONESIA

Developments in the realm of information technology continue to change every year. The existence of the internet makes it easier for everyone to find something through their electronic devices, especially cellphones or computers as a medium. Internet users in Indonesia in the latest report, the number of internet users in Indonesia reached 202 million or 73.7% of the total population of 274.9 million in January 2021. Almost all of the Indonesian population uses internet facilities, this has become an infrastructure for the community to reach the internet network. This condition is an opportunity for new media in a public service process carried out by the Indonesian government. The existence of the internet and mobile computing in public service activities which are identical to the use of paper has now become a new era, namely paperless being one of the efficiency of public service activities. Existing resources in e-government activities are not only related to facilities and infrastructure, but also human resources of state civil servants need to have the ability to operate an e-government system that has been designed in such a way. The progress of implementing e-government in Indonesia is faced with several challenges and still has shortcomings. These challenges and shortcomings include an equitable internet network infrastructure, human resources to operate features and services, and community culture related to digital literacy. There is still a need for improvement in the implementation of e-government in Indonesia in order to achieve excellent public services for the community.