Service Innovation Research Articles

Communication, Socialization, and Literacy for Adults With Developmental Disabilities: An Interview Study of Parents' Perspectives and Experiences.

The study highlights the significance of continuous support and services in communication, socialization, and literacy skills for adults with developmental disabilities (DDs). The aim of the study was to gather in-depth information on the individualized needs, lived experiences, and expectations of adults with DD by interviewing their parents. A total of 14 parents of adults with DD participated in one-on-one semistructured interviews. During the interviews, parents were asked to describe (a) their children's current communication, socialization, reading and writing skills; (b) the types of communication, socialization, and literacy support their children were receiving; and (c) the types of support that their children needed. Interviews were video- and audio-recorded, transcribed, and analyzed qualitatively using thematic analysis. Thematic analysis revealed three main themes and eight subthemes: (1) insufficient support and services for adults with DD (i.e., lack of competent professionals and lack of literacy support), (2) approaches that the parents attempted for their children with DD (i.e., parents' responsibilities, technologies, and pseudoscience), and (3) recommendations for ongoing support and services (i.e., novel technologies, social media, and motivation). The study highlights crucial gaps between the participating parents' desire for individualized, consistent, and innovative support and services for their adult children with DD and scarcity of resources in communication, socialization, and literacy. The dearth of evidence-based support and resources leads to easy access to pseudoscience. Future research is warranted to develop innovative, customized, and highly motivating programs in communication, socialization, and literacy for adults with DD. https://doi.org/10.23641/asha.27214407.

UAP Health Insurance Division: Leveraging on Customer Focused Service Innovations

UAP Health Insurance Division: Leveraging on Customer Focused Service Innovations

Contactless Service: Artificial Intelligence Applications of Airports

Airports are an essential part of the airline value chains. Artificial intelligence (AI) technologies are widely used at airports; they utilize two technologies: face detection and recognition. The study examines how passengers' performance expectancy and emotions affect satisfaction and willingness to adopt the AI service of passengers via familiarity. Based on the AI device, it uses acceptance and socio-technical systems perspectives; participants who adopted the AI service in airports in Beijing, Taipei, and Singapore who have the potential to use AI service usage experience more than three times; 387 completed questionnaires. A satisfaction model was analyzed using the partial least squares approach; this study used purposed sampling to collect data based on the passenger volume analysis by those airports, and 387 completed questionnaires were analyzed. With the rise of AI innovation services in airports, passengers can quickly complete boarding procedures through AI innovative services. The research findings point out that passengers' performance expectancy and emotions positively affect familiarity with AI services for passengers. AI innovations provide a service change driver for and have the potential to replace human tasks and intelligence and analytics applications at airports. AI services are a powerful tool for airports to serve their passengers efficiently, and airports will collaborate with airlines to serve passengers with AI.

НАПРЯМИ ОНОВЛЕННЯ ІНСТРУМЕНТІВ МАРКЕТИНГУ РЕСТОРАННИХ ЗАКЛАДІВ З УРАХУВАННЯМ СВІТОВИХ ТА НАЦІОНАЛЬНИХ ТЕНДЕНЦІЙ РОЗВИТКУ

The influence of macroeconomic factors such as war, labor shortages, inflation, rising energy prices and shortages, and work schedule restrictions, coupled with high competition in the restaurant market, declining revenues due to customer redistribution, and the need to follow global gastronomic trends, present challenges for all market participants. These factors require them to quickly adapt their marketing tools to changes in the marketing environment. The purpose of this article is to explore the features of restaurant marketing in terms of developing its tools and technologies in line with current market trends and the development tendencies of the national and global restaurant business. The object of the study is the marketing activities and tools used by restaurant establishments. Methods employed in the research include desk analysis and case study methods, as well as methods of analysis, synthesis, logical generalization, and the generalization of national and global experiences. The research hypothesis suggests that domestic restaurant establishments must update their marketing tools due to the significant impact of global trends in gastronomy, technology, and consumer behavior on the Ukrainian restaurant market. Main Content. The marketing activities of restaurant establishments are aimed at creating unique offerings, expanding the formats of establishments, enhancing the prestige of personnel, and developing customer experience. Special attention is given to branding, the role of the chef, new formats of establishments, and their concepts, which define competitiveness and demonstrate the potential for meeting the growing needs of modern consumers. The authors analyze the impact of marketing strategies on customer retention, emphasizing the importance of focusing on consumer value and maintaining continuous feedback with clients. The article also highlights that modern restaurateurs must adapt to digital marketing tools, social and ethical marketing, and new concepts that form a unique restaurant product. The authors note the integration of the Ukrainian restaurant market with global gastronomic trends, while stressing the importance of considering national peculiarities. Popular concepts, such as eco-responsibility, healthy eating, plant-based food, local and organic products, new customer interaction methods, innovative service formats, and others, are discussed. Originality and Practical Significance of the Study. Through a detailed analysis of current trends and the specifics of restaurant marketing, the article offers practical recommendations for restaurateurs on adapting marketing tools to a changing market environment. Conclusions and further research.. The marketing activities of restaurant establishments should focus on social-ethical and partnership concepts, which will help build long-term, mutually beneficial relationships with customers and partners, foster trust-based loyalty, and ensure stable growth in the post-war period. Given changes in consumer preferences, the importance of sustainable development, and social responsibility, it is advisable for restaurants to adapt their strategies to meet new customer expectations. The development of innovative marketing strategies and the implementation of new marketing tools are critical for building long-term relationships between restaurant establishments and their clients and partners in a rapidly changing market environment, high competition, and social uncertainty. The findings of this study may serve as a basis for future academic developments in marketing and management practices in the restaurant business.

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.

Exploring the effects of COVID-19 outbreak control policies on services offered to people experiencing homelessness

BackgroundThe COVID-19 pandemic and subsequent implementation of public health policies exacerbated multiple intersecting systemic inequities, including homelessness. Housing is a key social determinant of health that played a significant part in the front-line defence against COVID-19, posing challenges for service providers working with people experiencing homelessness (PEH). Public health practitioners and not-for-profit organizations (NFPs) had to adapt existing COVID-19 policies and implement novel measures to prevent the spread of disease within congregate settings, including shelters. It is essential to share the perspectives of service providers working with PEH and their experiences implementing policies to prepare for future public health emergencies and prevent service disruptions.MethodsIn this qualitative case study, we explored how service providers in the non-profit sector interpreted, conceptualized, and implemented COVID-19 public health outbreak control policies in Nova Scotia. We interviewed 11 service providers between September and December 2020. Using thematic analysis, we identified patterns and generated themes. Local, provincial, and national policy documents were useful to situate our findings within the first year of the COVID-19 pandemic and contextualize participants’ experiences.ResultsImplementing policies in the context of homelessness was difficult for service providers, leading to creative temporary solutions, including pop-up shelters, a dedicated housing isolation phone line, comfort stations, and harm reduction initiatives, among others. There were distinct rural challenges to navigating the pandemic, which stemmed from technology limitations, lack of public transportation, and service closures. This case study illustrates the importance of flexible and context-specific policies required to support PEH and mitigate the personal and professional impact on service providers amid a public health emergency. Innovative services and public health collaboration also exemplified the ability to enhance housing services beyond the pandemic.ConclusionsThe results of this project may inform context-specific emergency preparedness and response plans for COVID-19, future public health emergencies, and ongoing housing crises.

Part II: Enhancing Breastfeeding Experience and Self-Efficacy in Opioid-Dependent Breastfeeding Mothers—Results From the PeriWell Intervention

Objective:The PeriWell project integrates the Positive Direction Model and the Tri-Core Breastfeeding Model into a virtual support program tailored to peripartum mothers in substance use recovery. PeriWell addresses the unique challenges this population faces by offering tailored, wraparound support. This manuscript, part of a two-part series, highlights the project’s outcomes, demonstrating significant implications for maternal health practices by fostering an environment of empowerment and lactation wraparound support.Methods:This longitudinal quality improvement (QI) project spanned 24 months (2019–2021) during the COVID-19 pandemic. It involved 15 peripartum mothers in substance use recovery engaging in a virtual, single-site program. The project was approved as a QI initiative by the Institutional Review Board (IRB reference 2018-19, #89), ensuring ethical adherence and participant safety. Participants provided voluntary consent and were recruited from obstetrics and gynecology offices in Upstate New York. To evaluate participants’ confidence and belief in their breastfeeding abilities, we received author permission and utilized the validated Breastfeeding Self-Efficacy Scale-Short Form (Dennis & Faux, 1999; Dennis, 2010), guiding the tailored support provided.Results:Results indicated a significant increase in prenatal breastfeeding confidence correlated with the PeriWell approach (r= .782,n= 14,p< .001). Participants reported improved self-confidence in latching techniques and a greater appreciation of the time commitment required for successful breastfeeding. Correlational relationships provided valuable insight to enhance and amplify breastfeeding support. The findings advocate for the inclusion of targeted specialized interventions in maternal care to better meet the needs of expecting individuals.Conclusion:Cultivating a supportive peripartum environment is fundamental to maternal-child healthcare, and the PeriWell project demonstrated the efficacy of integrating tailored, virtual peripartum and breastfeeding support for expecting and postpartum mothers in substance use recovery. This quality improvement project improved maternal and infant health outcomes, such as breastfeeding self-efficacy, and highlighted the importance and value of specialized, wraparound lactation support for vulnerable populations. These findings underscore the need for continued innovation in maternal health services, particularly through empowerment and promoting breastfeeding success in recovery settings.

Inclusive leadership, service innovation, and knowledge sharing: the roles of intrinsic motivation and sleep quality

ABSTRACT This research aims to study the associations between inclusive leadership, employee service innovation, and knowledge-sharing behaviours in the hospitality industry. We further examined the mediating role of intrinsic motivation and the moderating role of employee sleep quality. Applying a convenience sampling technique, we conducted an online research survey in three phases to collect data from 329 respondents. Our findings showed that managers’ inclusive leadership style is positively associated with workers’ intrinsic motivation, which in turn leads to employee service innovation behaviour and knowledge-sharing behaviour. Moreover, intrinsic motivation has been found as the mediating mechanism in the association between inclusive leadership and employee work outcomes. We further found that workers’ sleep quality moderates the association between inclusive leadership and employee outcomes such that poor sleep quality weakens this association. Our study offers substantial implications for the practitioners and scholars in the areas of sleep, leadership, and innovation and knowledge sharing behaviours in organizations.

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.

Customers' sentiment on food delivery services: An Arabic text mining approach

The Covid-19 pandemic has accelerated the shift in organizations' strategies toward innovative online services. Customer reviews on platforms for online ordering and delivery are a vital source of information about how well a business is performing. Businesses that provide food delivery services (FDS) seek to leverage consumer input to locate areas where customer satisfaction could be raised. Sentiment analysis (SA) has been the subject of an enormous amount of English-language research. Despite Arabic's increasing popularity as a writing language on the Internet, not much study has been conducted on sentiment analysis of Arabic up to this point, with a limited number of publicly available resources for Arabic SA such as datasets and lexicons. The present study collects FDS-related reviews in Arabic to conduct extensive emotion mining, taking advantage of Natural Language Processing, feature selection, and Machine Learning techniques to elicit personal judgments, identify polarity, and recognize customers’ feelings in the FDS domain. To demonstrate that the proposed approach is suitable for analyzing human perceptions of FDS, we designed and carried out excessive experiments that assess the utility of each phase. Our highest categorization accuracy was 90 % using Mutual Information with the SVM classifier. The study's findings provide various managerial insights for improving their plans and service delivery, as well as revealing the main reasons for consumer complaints. It also demonstrates how future academics might harness the power of online business reviews in Arabic using a variety of text-mining approaches.

CORE-GPT

Purpose: In this paper, we present CORE-GPT, an innovative service of the COnnecting REpositories (CORE) Open Access Collection that combines the Generative Pre-trained Transformers (GPT) model with the extensive collection of open access scientific documents from the CORE Open Access Collection. CORE-GPT provides citations of the scientific papers underlying the answers, links to PDF formats of the papers and thus improves the reliability and credibility of the answers. Methodology/approach: This paper gives an insight into the performance of the GPT models that played an important role in the creation of the CORE-GPT service. We also present some results from a recent study on the reliability of the CORE-GPT service and reflect on the role of libraries in the use of open access services. Results: CORE-GPT represents an important step forward in improving the search experience and the reliability of answers. By combining the GPT with the rich CORE database, it enables the provision of comprehensive and evidence-based answers to questions. Originality/practical implications: This article is one of the first presentations of the CORE-GPT service in Slovenia

Enhancing Marketing Outcomes with Innovative Indigenous Products: A Case Study of Smes Supported By P3ud in Deli Serdang, North Sumatra

The primary aim of this study was to empirically examine the contribution of the Innovative Indigenous Product (IIP) approach in enhancing the marketing performance of MSMEs supported by P3UD in Deli Serdang District, North Sumatra. Through the distribution of questionnaires to 98 MSME participants and the application of Smart-PLS 3.0 for analysis, the results reveal that IIP significantly contributes to the relationship between market orientation and marketing performance, suggesting that market orientation indirectly influences marketing performance by fostering IIP. These findings highlight the importance for MSMEs to explore innovative products and services rooted in local culture, which not only boosts marketing performance but also fosters sustainable competitiveness. Additionally, the results suggest that government support plays a critical role in shaping the relationship between market orientation and marketing performance. Overall, the mediation and moderation effects underscore the significance of contingency factors as indispensable elements in efforts to enhance marketing performance.

Innovative strategies for intelligent services in smart libraries in the information age based on linear discriminant analysis

With the advent of the information age, to provide better services and ensure the security management of libraries, intelligent facial recognition technology has gradually become a hot research direction in library management. Meanwhile, to further improve the comprehensive performance of facial recognition, this study attempts to integrate principal component analysis and linear discriminant analysis on the basis of analyzing the framework of recognition technology. Afterwards, it introduced support vector machines for recognition and classification, and proposed a new recognition model. The experimental results show that the recognition accuracy of the proposed model is up to 97 % in the ORL dataset and 94 % in the Yale dataset. The recognition error rate is as low as 0.1 % when the number of training samples is 215 and the number of iterations is 200. The model has the best recognition performance when the image size is 25 × 25 mm and the number of noises is 10. In addition, the model is particularly effective in recognition on single person color or gray images, with the highest P-value of 98.7 %, the highest R-value of 98.8 %, and the highest F1-value of 97.5 %. These results show that the proposed model significantly improves the accuracy and robustness of face recognition, and provides strong technical support for intelligent service innovation in smart libraries.

Innovative Governance in Improving Excellent Services of Municipal Waterworks in Surabaya City

Municipal waterworks services in Surabaya City are considered inadequate and have caused many public complaints. To change this situation, innovation in government services is needed. The innovation provided must be in accordance with customer conditions and complaints. Municipal waterworks, which are regionally owned enterprises, are closely related to local governments; that is why governance innovation is needed. This study aims to describe innovative governance in Municipal Waterworks Surya Sembada Kota Surabaya. This study used the qualitative descriptive method. The subjects of this study were 5 Surabaya City people who were users of Municipal Waterworks Surya Sembada Surabaya services and 3 employees of Municipal Waterworks Surya Sembada Surabaya. The object of this study is the quality of services. Data collection techniques included interviews and documentation that is analyzed descriptively. Interviews were conducted about efficiency, effectiveness, conflict, orientation, and decision-making in providing services. The results obtained from this study show that Municipal Waterworks Surya Sembada Surabaya City has carried out innovative governance consisting of digitalization of services and work systems. Municipal Waterworks Surya Sembada Surabaya City uses the CIS (Customer Information System) application to make it easier for customers to report, pay, and register new installations. Innovative governance of Municipal Waterworks Surya Sembada Surabaya City has met eight indicators, namely, increased efficiency, improved effectiveness, improved service quality, no research conflicts, public interest orientation, carried out openly, fulfilled decision values, and accounted for the results. The human resources of Municipal Waterworks Surya Sembada Surabaya City are very competent but still experience obstacles in building communication with the community. The facilities and infrastructure of Municipal Waterworks Surya Sembada Surabaya City have met the standards, but additional transportation fleets are still required. Information technology of Municipal Waterworks Surya Sembada Surabaya City services has been maximized with the digitalization of services and work systems, but it is still constrained by applying for permits to local governments, which must be done manually and takes a long time. Keywords: service, innovative governance

How to give an effective conference presentation.

At some point in their careers, nurses may choose or be invited to give a conference presentation, online or in person. For some, this can be an exciting opportunity to share best practice, impart knowledge and receive feedback, for example, on a local service initiative they have been involved in. For others, it can be a stressful experience, especially if they are not confident in presenting. However, giving conference presentations is an important skill in nursing leadership, particularly when sharing a new method of care or innovative service. Although there is no specific evidence base underlying conference presentation, expert recommendations indicate that a well-delivered presentation relies on thorough preparation, an avoidance of excessive on-screen text and the use of images and key messages to ensure the audience gains maximum benefit. • When preparing a presentation, you should consider aspects such as what the conference organisers require, the time allocated for the presentation and how to prepare the appropriate number of clear and well-presented slides. • Consider the key points that you wish to communicate to the audience and use a balanced mix of text and images. • Maintain a focus on the presentation's application to nursing practice, so that audience members can take away key learning points and apply these to their own practice. REFLECTIVE ACTIVITY: 'How to' articles can help to update your practice and ensure it remains evidence based. Apply this article to your practice. Reflect on and write a short account of: • How this article might improve your presentation skills. • How you could use this information to educate nursing students or other colleagues about effective conference presentation.

Creating airlines’ innovation: linking employees’ perspective of service quality, intellectual capital and innovation performance

ABSTRACT This study investigates various dimensions, including service quality, absorptive capacity, innovation performance, and intellectual capital (specifically organisational capital, social capital, and human capital), within the context of the airline industry. A survey questionnaire was administered to airline employees during the COVID-19 pandemic. The findings indicate that service quality has the potential to generate favourable innovation outcomes, such as increased absorptive capacity, thereby further enhancing employee innovation performance. Service quality is also found to have a simultaneous positive impact on human capital, leading to increased innovation performance and absorptive capacity. Therefore, organisations should prioritise the development of absorptive capacity to enhance both human capital and the accumulation of intellectual capital. Furthermore, both organisational capital and human capital play a vital role in these intricate strategy decision procedures. These factors play a crucial role in strengthening the connections between service quality and innovation performance.

Total quality management practices, organisational culture and firm performance; service or product innovation

The study determines how total quality management practices and good organizational culture will enhance operational performance in the banking sector in Ghana. The study is explanatory research design in nature. Taking the time frame of the study and the need to bring out a finding reasonable for generalization, the researcher selected a sample of 153. The findings of the study establish that total quality management has a positive and significant effect on service product innovation. Organizational culture has a positive and significant effect on service product innovation. Service product innovation has a positive and significant effect on firm performance. Organizational culture has a positive but insignificant effect on firm performance. Total quality management has a positive and significant effect on firm performance. The study further revealed that service product innovation positively and significantly mediates the relationship between total quality management and firm performance. The study finally assessed the mediating effect of service product innovation on the relationship between organizational culture and firm performance and the findings of the study indicate that service product innovation positively and significantly mediates the relationship between organizational culture and firm performance. How Total Quality Management practices and good organizational culture influence operational performance in the banking sector in Ghana.

THE INFLUENCE OF CREATIVITY AND INNOVATION ON COMPETITIVE ADVANTAGE (CASE STUDY OF INTERCONTINENTAL BALI RESORT HOTEL WEDDING SALES)

Changing customer demands have an impact on the company assessment given, requiring the application of creativity and innovation. Therefore, applying creativity and innovation is very important. The challenge felt by employees who work as wedding sales is that they must have the ability to design creative and innovative facilities and services in order to compete in competitor markets. This research was conducted at the InterContinental Bali Resort hotel. This research aims to determine the influence of creativity and innovation on competitive advantage. This research was analyzed using the Statistical Program for Social Science (SPSS). This type of research data is descriptive quantitative with data collection techniques using questionnaires. The population is consumers who have used InterContinental Bali Resort wedding services in the 2019-2024 period. The sample was 145 respondents. This research data analysis is a multiple linear regression analysis method. Then the statistical method used is the partial test (t) to test the effect partially and the simultaneous test (F) to test the effect simultaneously. The results of this research show that creativity and innovation partially and simultaneously have a positive and significant effect on the competitive advantage of wedding sales at the InterContinental Bali Resort hotel. The factors that influence the competitive advantage of InterContinental Bali Resort's wedding hotel sales show results with a coefficient of determination value of 62.8%. Overall the independent variables have a mutual relationship, while the remaining 37.2% is influenced by other variables that are not. included in this study.

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.