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Pramudiana, Ika Devy
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ANALISIS IMPLEMENTASI PROGRAM MAHAMERU WALK-THRU SEBAGAI INOVASI PELAYANAN PUBLIK DI SAMSAT SURABAYA BARAT Ma’rufin, Ali; Pramudiana, Ika Devy; Roekminiati, Sri; Pramono, Sapto; Sunarya, Aris
Dinamika Governance: Jurnal Ilmu Administrasi Negara Vol 15, No 2 (2025): Dinamika Governance - JULI
Publisher : Universitas of Pembangunan Nasional "Veteran" Jawa Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33005/jdg.v15i2.5001

Abstract

Pelayanan publik di Samsat Surabaya Barat sebelumnya menghadapi masalah seperti waktu pelayanan yang lama, prosedur administratif yang kompleks, dan praktik percaloan, mengganggu efisiensi dan transparansi. Penelitian ini menganalisis implementasi Program Mahameru Walk-Thru menggunakan teori difusi inovasi Everett M. Rogers dengan fokus pada lima indikator: keuntungan relatif, kesesuaian, kompleksitas, dapat diuji coba, dan dapat diamati. Metode kualitatif deskriptif digunakan melalui wawancara mendalam, observasi, dan analisis dokumen. Hasil penelitian menunjukkan program ini berhasil meningkatkan efisiensi dengan memangkas waktu administrasi dari 90 menit menjadi 30 menit, meningkatkan efektivitas sebesar 66%. Kesesuaian program mencapai 72% melalui penyederhanaan proses yang relevan dengan kebutuhan masyarakat modern. Kompleksitas berkurang sebesar 68% dengan menghilangkan langkah-langkah rumit. Tingkat trialibility mencapai 74%, menunjukkan kemudahan akses dan pemahaman masyarakat terhadap sistem baru. Observability mencapai 75%, terlihat dari pengurangan antrean dan praktik percaloan. Kesimpulannya, Program Mahameru Walk-Thru efektif meningkatkan efisiensi, kenyamanan, dan transparansi pelayanan di Samsat Surabaya Barat. Rekomendasi meliputi peningkatan sosialisasi, penguatan infrastruktur, dan evaluasi berkelanjutan.
The Role of Government in Reducing Stunting Rokhmah, Nur Hidayatul; Kamariyah, Sri; Pramudiana, Ika Devy; Dwijosusilo, Kristyan
Indonesian Journal of Innovation Multidisipliner Research Vol. 2 No. 4 (2024): December
Publisher : Institute of Advanced Knowledge and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijim.v2i4.255

Abstract

This study aims to analyze the role of the government in efforts to reduce the prevalence of stunting in Driyorejo District, Gresik Regency, with a focus on the implementation of the Foster Father Program and Food Assistance. Stunting, which is caused by chronic malnutrition, has a negative impact on child growth and development and is one of the main health problems in Indonesia. This study uses a qualitative descriptive approach with data collection through in-depth interviews, observation, and documentation. The results show that the government plays an active role in facilitating synergy between various parties, including the community, private sector, and local government institutions, to reduce stunting rates. On the other hand, the Food Assistance program focuses on the distribution of nutritious food to families at risk of stunting, in collaboration with institutions such as the Post Office and Baznas. Both programs are equipped with periodic measurements of child growth by health cadres using adequate tools. The conclusion of this study confirms that the role of the government in Driyorejo District, through strengthening cross-sector coordination and community participation, has had a positive impact on reducing the prevalence of stunting. However, the sustainability of this program requires budget support, community education, and ongoing evaluation to ensure long-term effectiveness.
Implementation of the Malang Mbois App as a Super-App Innovation for Enhancing Public Service Effectiveness Rostika, Imas; Pramudiana, Ika Devy; Sholichah, Nihayatus; Widyawati, Widyawati
Indonesian Journal of Innovation Multidisipliner Research Vol. 2 No. 4 (2024): December
Publisher : Institute of Advanced Knowledge and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijim.v2i4.256

Abstract

This study examines the implementation of the Malang Mbois app as a super-app innovation aimed at enhancing the effectiveness of public services in the city of Malang. The purpose of this research is to evaluate the extent to which the Malang Mbois app can meet expectations in improving public service efficiency and to identify the factors contributing to its success and the obstacles encountered in its implementation. A qualitative research method was employed, with data obtained from interviews with service users, city government stakeholders, and an analysis of the digital footprint of the app in daily operations. Diffusion of innovations theory served as the theoretical foundation to assess the five main characteristics of innovation: relative advantage, compatibility, complexity, trialability, and observability, all identified as key factors influencing the adoption rate of the Malang Mbois app. The findings indicate that the Malang Mbois app has successfully increased the effectiveness of public services, with 80% of users reporting enhanced satisfaction due to greater efficiency and transparency in services. Direct observation of the app demonstrated a significant reduction in the average waiting time from several weeks to just a few days for administrative processes such as business licensing. The study also identified several challenges, including the need for enhanced security infrastructure and training programs to improve digital literacy among users unfamiliar with technology. Based on these findings, it is recommended that the Malang city government intensifies efforts to integrate data, expand digital education programs, and strengthen the security of the app to support broader and sustained adoption of the Malang Mbois app. Implementing these recommendations can help address existing challenges and maximize the potential of the Malang Mbois app as an effective public service tool.
Analysis of the Role of Regional Government in Optimizing the School Operational Assistance Program (BOSP) Policy in Surabaya as a Strategy for Improving Education Quality Dewi, Rahmatika Putri; Pramudiana, Ika Devy; Widyawati, Widyawati; Patria, Dendy
JURNAL DIMENSI PENDIDIKAN DAN PEMBELAJARAN Vol 13 No 1 (2025): January
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/dpp.v13i1.10613

Abstract

The development of the implementation of the School Operational Assistance Policy (BOSP) in Surabaya faces various challenges that affect policy optimization. This study aims to analyze the role of local government in optimizing the BOSP policy using Edward III's policy implementation theory, which includes communication, bureaucratic structure, resources, and the disposition or attitudes of implementers. This research employs a qualitative method by collecting data through in-depth interviews with informants from the education office and educational institutions in Surabaya, as well as documentation studies related to the BOSP policy. The study results show that communication contributes 68% to the success of the BOSP policy implementation, although there are still shortcomings in responsiveness and socialization. Bureaucratic structure contributes 72%, with major challenges in fragmented coordination between units and complex decision-making procedures. Resources contribute the highest at 74%, but limitations in staff competence and technological infrastructure remain significant obstacles. The disposition or attitudes of implementers contribute 73% to success, though deficiencies in discipline, integrity, and initiative are still evident. These four aspects indicate that while most elements have performed well, there is still room for improvement requiring serious attention to enhance policy effectiveness.The conclusion of this study is that optimizing the BOSP policy in Surabaya requires strengthening the four analyzed aspects. To address communication shortcomings, more structured and responsive socialization mechanisms are needed. Bureaucratic fragmentation can be resolved by simplifying procedures and integrating data management systems. Human resource and technological limitations must be addressed through intensive training and infrastructure investment. Finally, implementer disposition can be improved through development programs and supervision. These strategic recommendations can support the Surabaya local government in optimizing the implementation of the BOSP policy in a transparent, accountable, and effective manner to achieve better educational goals.
ANALISIS PROGRAM SWARGALOKA MELALUI PENGGUNAAN MEDIA SOSIAL UNTUK MENINGKATKAN PELAYANAN PUBLIK DI KOTA SURABAYA Linggantara, I Made; Pramono, Sapto; Pramudiana, Ika Devy; Roekminiati, Sri
Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara Vol 8 No 1 (2024): APRIL 2024
Publisher : Universitas Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30737/mediasosian.v8i1.5540

Abstract

Penelitian ini bertujuan untuk menemukan dan mendeskripsikan bagaimana pelaksanaan, faktor pendukung, serta faktor penghambat dari Swargaloka Kota Surabaya. Pelaksanaan Swargaloka Kota Surabaya ini digunakan untuk meningkatkan pelayanan publik, khususnya administrasi kependudukan. Swargaloka adalah media publikasi digital melalui media sosial yang mereka miliki agar lebih efektif dan efisien, seperti informasi tentang Kartu Tanda Penduduk, Kartu Identitas Anak, Kartu Keluarga, akta kelahiran, akta kematian, surat pindah datang, akta perkawinan, dan akta perceraian. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif. Fokus penelitian ini terbagi menjadi 5 indikator pelayanan publik yang prima dan berkualitas, yaitu transparansi, akuntabilitas, kondisional, partisipatif, dan kesamaan hak. Hasil penelitian menunjukkan bahwa pelaksanaan Swargaloka Kota Surabaya, khususnya dalam menyebarkan informasi tentang administrasi kependudukan terbilang cukup baik dimana beberapa masyarakat sudah ada yang mengenal apa dan fungsi dari Swargaloka. Transparansi dan kondisional menjadi indikator yang dianggap lebih menonjol sebagai faktor pendukung sedangkan partisipasi menjadi indikator yang dianggap masih kurang sebagai faktor penghambat dari pelaksanaan Swargaloka. Pemerintah Kota Surabaya hendaknya dapat memperhatikan lebih mendalam pelayanan administrasi kependudukan agar semakin efektif dan efisien agar mampu menjangkau semua lapisan masyarakat di Surabaya tanpa terkecuali.
EVALUATION OF PASSPORT SERVICE QUALITY THROUGH THE M-PASPOR APPLICATION IN SIMPLIFYING SERVICES AT THE CLASS I SPECIAL IMMIGRATION OFFICE, TPI SURABAYA Sutatak, Hafids; Augustinah, Fedianty; Pramudiana, Ika Devy; Kamariyah, Sri
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12182

Abstract

The development of information technology has driven the transformation of public services, including in the immigration sector, which is now transitioning to digitalization to improve efficiency. One of the innovations introduced is the M-Paspor application, which allows the public to apply for passports online to minimize classic issues such as long queues and bureaucratic inefficiencies. This study aims to evaluate the quality of passport services through the M-Paspor application at the Immigration Office Class I Special TPI Surabaya and identify challenges and opportunities in simplifying public services. The research employs a qualitative method to explore the perceptions and experiences of the public and immigration officers regarding the use of the M-Paspor application. Data were collected through in-depth interviews with passport applicants and immigration officers, as well as direct observations of service processes at the immigration office. The evaluation focuses on five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness, to provide a comprehensive understanding of the application's effectiveness in simplifying public services. The findings indicate that although the M-Paspor application has reduced some bureaucratic issues, several challenges remain, particularly concerning system reliability and the public's ability to use technology. Some users continue to face technical difficulties, such as frequent server errors, rapidly filled service quotas, and data entry errors that require them to repeat the registration process. The study concludes that while the M-Paspor application holds great potential to improve passport service quality, significant improvements in system stability, user education, and technological infrastructure are needed to achieve optimal results.
PUBLIC SERVICE QUALITY IN THE APPLICATION OF E-PBB AT THE REGIONAL REVENUE AGENCY (BAPENDA) SURABAYA Putri, Rosalina Mega; Pramudiana, Ika Devy; Kamariyah, Sri; Sunarya, Aris
DIA: Jurnal Administrasi Publik Vol. 24 No. 1 (2026): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12183

Abstract

This research examines the quality of public service in the application of E-PBB at the Regional Revenue Agency (BAPENDA) Surabaya, aiming to evaluate the effectiveness of the application in supporting ease, security, and citizen satisfaction in tax services. This study uses a qualitative method, collecting data through interviews and observations with E-PBB users and BAPENDA officers. Using Parasuraman's ServQual model, the analysis focuses on five service quality dimensions. The results indicate that in terms of reliability, the E-PBB application achieved 85% but still requires improvements in information accuracy and processing speed. In the assurance dimension, the application shows an 80% success rate but needs better information on security systems and more responsive technical support services. Regarding tangibles, the application achieved 75% and requires interface design improvements to make it more accessible and understandable for users. Additionally, empathy scored 70%, where users expect more friendly and informative direct support when facing technical difficulties. For responsiveness, the E-PBB application reached 78%, though there is a need to improve response speed to user inquiries and complaints. Based on these findings, several recommendations are proposed to improve the quality of the E-PBB application service, including a user education program, strengthening technological infrastructure, and enhancing data security protocols. An intensive user education program and easier access to help centers will assist users in understanding and operating the application independently. Investing in a more robust server system and regular maintenance will ensure the application operates steadily, especially during peak usage times. Additionally, strict security protocols such as data encryption and cybersecurity threat monitoring will provide users with a sense of security. These recommendations are expected to improve the public service quality provided through the E-PBB application, strengthen public trust, and enhance user satisfaction in fulfilling their tax obligations online.
IMPROVING PUBLIC SERVICE QUALITY THROUGH THE IMPLEMENTATION OF GOOD GOVERNANCE AT THE SURABAYA CITY REVENUE AGENCY Purdiono, Andri; Pramudiana, Ika Devy; Haryati, Eny; Pramono, Sapto
DIA: Jurnal Administrasi Publik Vol. 24 No. 1 (2026): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study is motivated by the importance of public service in realizing good governance. However, public service quality often remains challenging when implementing good governance principles. Therefore, this study aims to evaluate the application of five main principles of good governance—transparency, accountability, participation, responsiveness, and efficiency—to improve the quality of public services at the Surabaya City Revenue Agency. This study uses a qualitative method with a descriptive approach to identify and evaluate the success indicators of these five principles as applied in the agency. Data were collected through observation, interviews, and document analysis related to public services at the Surabaya City Revenue Agency. Results show that transparency in public services has reached 76%, indicating openness of information, though accessibility and completeness of data still need improvement. Accountability stands at 73%, highlighting a need for enhancement in accountability procedures. Community participation is recorded at 68%, indicating the need for increased accessibility and opportunities for public involvement. Responsiveness reaches 70%, which, while adequate, still requires improvements in responsiveness to public needs. Efficiency is at 72%, requiring simplifying procedures to accelerate service delivery. This study concludes that the application of good governance principles at the Surabaya City Revenue Agency is relatively well-implemented but requires improvements in several areas. To enhance public service quality, this study recommends developing an integrated online information system to support transparency, conducting public consultation programs and periodic satisfaction surveys to boost participation, and simplifying administrative procedures alongside digitalizing services to increase efficiency. By implementing these recommendations, it is hoped that the Surabaya City Revenue Agency can become more responsive, transparent, and efficient in serving the public, ultimately enhancing public trust in public services and achieving the goals of good governance optimally.
LOCAL COMMUNITY EMPOWERMENT IN SUSTAINABLE TOURISM DEVELOPMENT IN SELO TOURISM VILLAGE, SELO DISTRICT, BOYOLALI REGENCY, CENTRAL JAVA Sudjarwo, Andi; Pramudiana, Ika Devy; Widyawati, Widyawati; Albab, Ulul
DIA: Jurnal Administrasi Publik Vol. 24 No. 1 (2026): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12235

Abstract

Selo Tourism Village, located in Selo District, Boyolali Regency, holds significant potential to be developed as a sustainable tourism destination. This study aims to analyze the extent to which local community empowerment contributes to sustainable tourism development using Jim Ife's community empowerment theory. The focus of this study includes four main indicators: resources, opportunities, knowledge, and skills, as well as their impacts on economic, social, and environmental sustainability. This research adopts a qualitative method with a descriptive approach. Data were collected through in-depth interviews, direct observation, and documentation from key informants, including tourism managers, village authorities, and local communities. The findings indicate that the resource indicator has a success rate of 65%, particularly in increasing tourist visits and environmental awareness. The opportunity indicator achieved 60%, highlighting an increase in community participation in tourism activities, although technical training and job access still require improvement. The knowledge indicator reached 55%, especially in preserving local culture, though integrated marketing strategies need further development. Meanwhile, the skills indicator showed a success rate of 58%, with initial successes in digital promotion, but improvements in technological management and event organization are still needed. The study concludes that local community empowerment significantly impacts sustainable tourism development in Selo Tourism Village, despite areas requiring enhancement. Strategic recommendations include increasing resource allocation, providing more equitable training, and strengthening community capacity to professionally manage tourism potential. With these improvements, Selo Tourism Village holds great potential to become a leading tourism destination that supports community welfare, cultural sustainability, environmental preservation, and delivers positive economic impacts.
EVALUATION OF PUBLIC SERVICE PERFORMANCE AND PUBLIC SATISFACTION AT THE NATIONAL LAND AGENCY SURABAYA Priyambodo, Budi; Pramudiana, Ika Devy; Widyawati, Widyawati; Lestari, Damayanti Sri
DIA: Jurnal Administrasi Publik Vol. 24 No. 1 (2026): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12236

Abstract

This study aims to evaluate public service performance and community satisfaction at the National Land Agency (BPN) Surabaya, using the theoretical framework proposed by Dwiyanto in his book Reformasi Administrasi Publik (Public Administration Reform). Five key performance indicators—productivity, service quality, responsiveness, responsibility, and accountability—are used as the basis for analyzing the extent to which BPN Surabaya meets the needs and expectations of the community. This qualitative study employs data collection methods such as in-depth interviews, community satisfaction surveys, and document analysis. The findings indicate that productivity at BPN Surabaya needs improvement, as data from 2023 shows that 26.6% of land certification applications experienced delays beyond the targeted completion time. In terms of service quality, 72% of the respondents felt that the waiting room facilities were inadequate, significantly hindering user comfort. Responsiveness also requires attention, with 68% of the respondents reporting slow or inaccurate responses to inquiries or complaints. Regarding responsibility, 62% of the respondents stated that information related to procedures and requirements was unclear, highlighting the need for better internal supervision. Furthermore, accountability also needs enhancement, with only 60% of the respondents believing that information about costs and procedures was transparent, and 55% indicating that the complaint mechanisms were ineffective.
Co-Authors Ali Wafa Alifa, Rifda AMBARWATI, ARIE Amirul Mustofa Anwar, M. Khairul Anwar, Muhammad Khairul Augustinah, fedianty Dewi, Rahmatika Putri Dhika, Gregorius Aquino Dwijosusilo, Kristyan Epifani Dwi Agustin Fadhilah, Aisyah Fatah, Zainal Haryati, Eny Kamariyah, Sri Kurniawan, Aditya Wahyu Dwi Lestari, Damayanti Sri Linggantara, I Made M. Khairul Anwar, M. Khairul Mahardhani, Ardhana Januar Ma’rufin, Ali Mukidah, Mukidah Muttaqin, Muhammad Azam Patria, Dendy Patu, Frederikus Prahmana, Kresna Adhi Pramono, Sapto Pramono, Sapto Priyambodo, Budi Purdiono, Andri Putra, Ryco Tarnuwardhana Putri, Rosalina Mega Putri, Salsabilah Rafiatma, Zuhdi Ahmadi Rifaldi , Muhammad Roekminiati, Sri Roekminiati, Sri Rokhmah, Nur Hidayatul Rostika, Imas Sholichah, Nihayatus Sholihah, Nihayatus Sri Katoningsih Stefason, Stefanus Sudjarwo, Andi Sulala, Anis Sulton Sulton, Sulton Sunarya, Aris Sunarya, Aris Susanto, Soni Susilo, Yanto Sutatak, Hafids Ulul Albab, Ulul Widyawati Widyawati Widyawati Zumroh, Alifatul Reniwati