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All Journal Jurnal Ilmiah Manajemen Publik dan Kebijakan Sosial Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara TRANSFORMASI : JURNAL PENGABDIAN PADA MASYARAKAT Majalah Ilmiah Cahaya Ilmu Abdimas Indonesian Journal Asketik: Jurnal Agama dan Perubahan Sosial Jurnal Ilmiah Riset dan Pengembangan Jurnal Geosaintek International Journal of Multidisciplinary Reseach
Roekminiati, Sri
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Religion Humanities Computer Science & IT Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Social Sciences Other

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Journal : International Journal of Multidisciplinary Reseach

 1 
COLLABORATION-BASED PUBLIC SERVICES: THE ROLE OF THE SURABAYA CITY CIVIL SERVICE POLICE UNIT AND LOCAL STAKESHOLDERS IN SUKOLILO DISTRICT Arif Fitriansyah , Dimas; Roekminiati, Sri; Devy pramudiana, Ika; Pramono , Sapto
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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This research examines cooperative public service practices involving the Municipal Police (Satpol PP) of Surabaya City and local stakeholders in the Sukolilo District, emphasizing the mapping of the collaboration network, evaluating coordination mechanisms, and identifying challenges and effective strategies that can enhance the execution of local policies. Employing a descriptive qualitative method, data were gathered via in-depth interviews, participatory observations, and document analysis, then analyzed through thematic analysis to uncover interaction patterns, role allocation, and collaborative governance dynamics at the community level. The results indicate that the collaboration network includes governmental bodies, community leaders, local units, business representatives, and security organizations, though the level of interaction and frequency differ by region. Coordination mechanisms function via official platforms and online communication channels; however, issues remain, such as overlapping authorities, uneven information distribution, and restricted human resources. Notwithstanding these challenges, a number of best practices arise, including the utilization of digital communication tools for swift responses, engagement of community leaders in resolving conflicts, and the implementation of collaborative enforcement strategies. The research highlights the necessity to bolster collaborative governance frameworks, improve cross-sectoral capacity development, and standardize coordination methods to enhance the efficiency of public service delivery. This study enhances collaborative governance frameworks in urban settings and provides policy suggestions to strengthen partnership-driven public services.
ANALYSIS OF COMMUNITY COMPLAINT HANDLING RESPONSIVENESS AS A STRATEGY FOR IMPROVING PUBLIC SERVICE QUALITY AT THE CIVIL SERVICE POLICE UNIT OF SUKOLILO DISTRICT, SURABAYA CITY Zulianingsih, Nur; Devy Pramudiana, Ika; Roekminiati, Sri; Pramono, Sapto
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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Modern public services increasingly emphasize high responsiveness. However, the Civil Service Police Unit (Satpol PP) of Sukolilo District faces significant challenges in managing public complaints due to the high dynamics of public order disturbances in an area with dense socio-economic activity. This study aims to analyze the responsiveness of complaint handling as a fundamental strategy for improving the quality of public services, and to identify determinant factors that hinder the effectiveness of service recovery mechanisms at the district level. Employing a qualitative approach with a case study design, the research explores the dynamics of street-level bureaucracy. Data were collected through in-depth interviews with structural officials, field officers, and reporting citizens, complemented by participatory observation of service processes and a review of Standard Operating Procedure (SOP) documents. The analysis integrates service quality and complaint management theories to examine the dimensions of responsiveness and procedural reliability within the law enforcement ecosystem. The findings indicate that officers’ responsiveness remains suboptimal, as the actual average response time frequently exceeds the 1×24-hour standard due to resource constraints and the exercise of discretion that tends to be reactive to social media pressure (viral-based response). The service recovery mechanism is still partial and does not consistently address root causes, directly contributing to stagnant levels of public satisfaction. The study concludes that systemic transformation is essential, recommending real-time integration of digital complaint channels with patrol units and the adoption of a collaborative approach based on community participation to achieve adaptive and accountable services.
INNOVATION IN PUBLIC SERVICES OF THE NATIONAL NARCOTICS AGENCY OF SURABAYA CITY IN THE DRUG PREVENTION PROGRAM Aswir , Herwin; Pramono , Sapto; Roekminiati, Sri
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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This study aims to analyze public service innovations implemented by the Surabaya National Narcotics Agency (BNN) in its drug prevention program. The complex public issue of drugs requires reforms in service delivery that are not only administrative but also participatory and collaborative. This study applies a qualitative approach through a case study design. Data were collected through in-depth interviews, observations, and documentation analysis of the drug prevention program implemented by the Surabaya BNN. The research findings indicate that innovations in public services are realized through active community participation as volunteers and cadres in the prevention, eradication, abuse, and illicit trafficking of narcotics (P4GN), the use of digital media for education, intersectoral collaboration, service target segmentation, and the application of data from drug-prone areas in program planning. These innovations demonstrate a shift in the BNN's function from program implementer to a liaison for community participation. Theoretically, these results are consistent with the new public service paradigm, new public governance, and the concept of public value. This study contributes to the development of public service innovation analysis and practical suggestions for strengthening drug prevention strategies that focus on public services.
ANALYSIS OF ONLINE DRIVER'S LICENSE SERVICES ON THE EFFECTIVENESS OF PUBLIC SERVICES IN THE DIGITAL AGE Nur Savitri, Alifia; Haryati, Eny; Roekminiati, Sri
International Journal of Multidisciplinary Reseach Vol. 2 No. 1 (2026): February
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

The development of digital technology has driven the transformation of public services towards a more effective, efficient, and transparent system. One form of public service digitalization is the implementation of online driver's license (SIM) services through the National Precision Driver's License (SINAR) application developed by the Indonesian National Police Traffic Corps. This study aims to analyze the effectiveness of online driver's license services on public services in the digital era, particularly at the Sidoarjo Police Headquarters. The research method used is a qualitative method with a descriptive approach. Data collection techniques were carried out through observation, interviews, and documentation involving 10 informants consisting of officers from the Sidoarjo Police Headquarters and the community as service users. Data analysis was carried out using a flow analysis model which included data collection, data reduction, data presentation, and conclusion drawing. The results of the study show that the Online Driver's License service at the Sidoarjo Police Headquarters has been running well and effectively, in terms of timeliness, officer accuracy, and the manner of providing services to the community. Although there are still obstacles such as delays in printing due to running out of blank forms and technical problems, officers are able to provide solutions in the form of temporary driver's licenses so as to maintain public satisfaction. Thus, the Online Driver's License service contributes positively to improving the effectiveness of public services in the digital era.
Co-Authors Amirul Mustofa Andry Herawati Arif Fitriansyah , Dimas Astuti, Chistiana Aswir , Herwin Augustinah, fedianty Ayuningrum, Fitria Devy Pramudiana, Ika Dianingtyas, Ayu Fadhilah, Aisyah Haryati, Eny Kamariyah, Sri L, Damajanti Sri Lestari, Damajanti Sri Linggantara, I Made Listyawati, Liling Mualifah, Nurul Mukidah, Mukidah Nur Savitri, Alifia Pamudi Pamudi, Pamudi Pramono , Sapto Pramono, Sapto Pramudiana, Ika Devy Prawiradiredja, Sanhari Putra, Ryco Tarnuwardhana Putri Octafiani, Putri Rudy Hermawan Sayyidatul Khoiridah Sunarya, Aris Zulianingsih, Nur