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All Journal SERUNAI
Annisa Qothrun Nada
Surabaya State University
Humanities Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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COLLABORATIVE GOVERNANCE DALAM PELAYANAN PENGADUAN 112 ANTARA PEMERINTAH KABUPATEN SIDOARJO DAN DINAS KOMINFO KABUPATEN SIDOARJO Shelvia Dwi Indriani; Achmad Deckanio; Annisa Qothrun Nada; Deby Febriyan Eprilianto
SERUNAI Vol. 6 No. 1 (2026): SERUNAI
Publisher : IDFoS Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63019/serunai.v6i1.80

Abstract

ABSTRACT The innovation of the emergency complaint service through the single number 112 plays a key role in connecting the government, agencies, and institutions. This study examines the implementation of collaborative governance in the 112 Call Center for emergency complaints in Sidoarjo Regency. A qualitative descriptive approach is used, based on the collaborative governance theory by Emerson, Nabatchi, and Balogh (2012), which includes three dimensions: principled engagement, shared motivation, and capacity for joint action. The findings show that the 112 Call Center has improved public access to report emergencies and enhanced coordination among Regional Government Organizations (OPDs). The principled engagement dimension is reflected in fairness, inclusivity, and transparency in the reporting process, which helps build public trust in the service. Shared motivation is shown in the trust the public has in the service, though coordination challenges remain among OPDs. The capacity for joint action is seen in the successful implementation of Standard Operating Procedures (SOPs), but there is a need for improvements in human resources (HR) training and public service outreach. This study recommends strengthening coordination among OPDs, increasing public outreach efforts, and optimizing HR management to ensure emergency services remain responsive and effective in the future.
Co-Authors Achmad Deckanio Deby Febriyan Eprilianto Shelvia Dwi Indriani