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Oktariyanda, Trenda Aktiva
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Kualitas Layanan Aspirasi dan Pengaduan Online Rakyat (Lapor Pak Yes!) di Dinas Komunikasi dan Informatika Kabupaten Lamongan Tiaranita, Nasywa Rahmadhanty; Oktariyanda, Trenda Aktiva; M, Meirinawati; Fanida, Eva Hany
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 7 (2026): February 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18437959

Abstract

This study examines the quality of the Online Public Aspiration and Complaint Service (LAPOR PAK YES!) managed by the Communication and Informatics Office of Lamongan Regency as a form of digital-based public service innovation. The platform is intended to facilitate public participation by enabling citizens to submit aspirations, complaints, and reports regarding public services. This research employs a descriptive qualitative approach, with data collected through interviews, observations, and documentation. The analysis is guided by the E-ServQual framework, which includes efficiency, system reliability, fulfillment, privacy, responsiveness, compensation, and contact dimensions. The findings reveal that the LAPOR PAK YES! service generally demonstrates adequate service quality, particularly in terms of ease of use and accessibility. However, several challenges remain, including limited public awareness due to insufficient direct socialization, delays in follow-up responses, and dependency on coordination with relevant agencies for complaint resolution. As a result, some reports are formally processed but lack timely and clear outcomes for users. This condition indicates a gap between public expectations and service performance. Therefore, this study recommends strengthening cross-agency coordination, improving response timeliness, and expanding outreach efforts to enhance public awareness and trust. These measures are essential to ensure more responsive, transparent, and participatory digital public services at the local government level.
Inovasi Layanan Elektronik Mobile Perekaman dan Aktivasi Indentitas Kependudukan Digital Penduduk Desa (Lemper Pedes) di Kecamatan Balongbendo, Sidoarjo Ramadhani, Intan Putri; Fanida, Eva Hany; M, Meirinawati; Oktariyanda, Trenda Aktiva
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 7 (2026): February 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18502998

Abstract

Public service is a form of government responsibility in fulfilling the needs of the community for goods, services and services. However, in its implementation, public services still experience many problems, so that effective and efficient public services have not been achieved and fulfilled. The Sidoarjo Regency Government is one of the regions that actively develops innovation, through a competition called Kisi (Sidoarjo Innovation Competition) and One of the Districts participating in this competition is Balongbendo District by creating an innovation Patas (Sub-district Services in Villages). The purpose of this study is to analyze and describe the Lemper Pedes Innovation in Balongbendo District, Sidoarjo with a qualitative approach and descriptive method where data collection is through documentation, interviews and observations. The results of the study indicate that the Lemper Pedes Innovation has been running well, although several indicators have not been optimal due to still facing obstacles related to internet network stability, the gap in community ability and access in using smartphones, lack of socialization for the community, minimal budget allocation for equipment maintenance and upkeep, and the lack of a systematic and documented evaluation system.
Innovation in Public Service Through the Electronic Self-Registration System (E-Pentole) at Bhayangkara Hospital Surabaya Pambudi Luhur, Mochamad Farros; Oktariyanda, Trenda Aktiva; Fanida, Eva Hany; M, Meirinawati
Madani: Jurnal Ilmiah Multidisiplin Vol 4, No 3 (2026): April 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.19656934

Abstract

Public services in the health sector are required to be more effective, efficient, and responsive to community needs. One effort to improve service quality is through information technology-based innovation. This study aims to analyze public service innovation through the Electronic Total Dewe Registration (E-Pentole) system at Bhayangkara Hospital Surabaya. This study uses a qualitative approach with descriptive methods. Data collection techniques were carried out through interviews, observation, and documentation. The research analysis uses Everett M. Rogers' Diffusion of Innovation theory, which includes five indicators: relative advantage, suitability, complexity, trialability, and visibility of results. The results show that the implementation of E-Pentole can improve the efficiency of the patient registration process, reduce service queues, and simplify the management of hospital administrative data. This system is considered to have advantages over manual systems because it is faster, more practical, and integrated with patient medical records. However, challenges remain, such as varying levels of patient technology literacy and the need for increased public outreach. Therefore, continuous system development is needed through increased staff training, system maintenance, and the development of digital service features to support more optimal health services.
Analysis of Innovation in Public Transport Services Management Based on Plastic Waste in Support of The SDGS: A Study of Trans Semanggi Suroboyo Shoima, Alifatu Azwa; Candra, Nayshira Rieva; Meirnawati; Oktariyanda, Trenda Aktiva
Economics and Business Journal (ECBIS) Vol. 4 No. 4 (2026): May
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i4.345

Abstract

This study examines the innovation of public transport service management through a platic waste-based payment in the Trans Semanggi Suroboyo (TSS) service in Surabaya City. The study aims to analyse the effectiveness of this innovation in supporting sustainable urban transport development, particularly in relation to Sustainable Development Goals (SDGs) 11. A qualitative descriptive approach was employed, using secondary data collected from scientific literature, official reports, and regulatory documents. The analysis was conducted using George C. Edward III’s policy implementation framework, focusing on communication, resources, disposition, and bureaucratic structure. The finding indicate that this innovation contributes positively to environmental management and promotes public participation in waste reduction while improving transport accessibility. However, its implementation faces several challenges, including limited fleet availability, inadequate infrastructure, fragmented communication, and key to integrity between payment system. These constraints affect service efficiency and user satisfaction. Therefore, strengthening policy coordination, improving infrastructure, enhancing human resource capacity, and optimizing public communication are necessary to support the sustainability and effectiveness of this innovation. This study highlights that integrated and adaptive public transport innovations are essential in achieving inclusive, efficient, and sustainable urban mobility in line with SDGs 11.
Service Innovation of the E-Peken Application (Economic Empowerment and Resilience) by the Department of Communication and Informatics of Surabaya City Andari, Rania Hari; Oktariyanda, Trenda Aktiva; Rahaju, Tjitjik; Pradana, Galih Wahyu
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 9 (2026): April 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.19640032

Abstract

The role and concern of the government are essential to support the success of e-commerce activities. One way is by innovating services in applications in terms of economic empowerment and resilience. Surabaya City is one of the cities with technology-based innovations that excels E-PEKEN as a mobile-based application that connects MSMEs with consumers. However, the application, which launched on October 31, 2021, still requires further development and refinement to achieve its stated objectives. Therefore, the government hopes that this new application innovation will prompt a swift public response and feedback regarding the advantages and benefits of the E-PEKEN application. This study aims to analyze and describe the service innovation of the E-PEKEN application (Economic Empowerment and Resilience) by the Surabaya City Communication and Informatics Office. This study uses a qualitative research type with a descriptive method, with data collection techniques using observation techniques, structured interviews, and documentation. The results of the study indicate that the E-PEKEN Surabaya service innovation (Economic Empowerment and Resilience in Surabaya) by the Surabaya City Communication and Informatics Office can be said to be good because it has met all the criteria and characteristics of existing innovations. The E-PEKEN Surabaya service has uniqueness or specificity, proven in terms of ideas, programs, structures, systems, and possible expected results, which are different from before. Furthermore, this service has an element of novelty, as it is an original innovation, truly an idea and a work of thought from members of the Surabaya City Communication and Informatics Office.  
Manajemen Publik dalam Transformasi Ekonomi Digital Sentra Wisata Kuliner di Surabaya Rindiana, Alvi Nazwa; Salsabila , Nailah Talitha; Fannur, Nayif Achamd; Safitri, Anisa Qorina; Meirinawati, Meirinawati; Oktariyanda, Trenda Aktiva
Jurnal Manajemen dan Ilmu Administrasi Vol 2 No 1 (2026): APRIL
Publisher : CV. Lentera Literasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58472/jmia.v2i1.392

Abstract

This study aims to analyze the effectiveness of public management in navigating the digital economic transformation at the Culinary Tourism Centers (SWK) in Surabaya through the POSC theory approach. The research employs a qualitative descriptive method with a literature study design, evaluating various policy documents, government publications, and scientific articles related to the implementation of the E-PEKEN platform and the QRIS payment system. The findings indicate that digital strategy planning has been integrated with the 2025-2029 Surabaya Regional Medium-Term Development Plan (RPJMD) vision, although physical infrastructure synchronization at several locations remains a challenge. Organizing is conducted in a cross-sectoral collaborative manner involving academics through a strategic partnership model. Regarding the staffing aspect, personal technical assistance provided by field staff and students has proven crucial in increasing traders' digital literacy, as evidenced by the significant improvement in understanding at the Wonorejo SWK unit, which rose from 56% to 89%. The controlling mechanism is carried out through digital transaction monitoring, although technical network stability remains the primary obstacle to program sustainability. The novelty of this research lies in the systematic application of classical management theory to dissect the dynamics of the informal sector during the digital transition at the local level. These implications emphasize that the success of MSME digitalization depends not only on technology but also on sustainable human resource mentoring. This study contributes to advancing knowledge in the field of organizational management psychology, specifically regarding technological adaptation behavior among micro-entrepreneurs within the public bureaucracy environment.
Co-Authors Adelia, Regina Bella Adhima, Naila Fauza Agustin, Cindy Pramita Agustiningsih, Diana Sari Akbar, Baharudin Aliy, Adhim Lathif Andari, Rania Hari Anggraeni, Zahrani Putri Arthamevia, Valencya Audinalupita, Amalia Aulia, Salsabila Safira Cahyani, Dwinda Rachma Candra, Nayshira Rieva Deby Febriyan Eprilianto Dewi Permatasari, Dewi Dian Novita Sari, Dian Novita Epriliant, Deby Febriyan Eva Hany Fanida, Eva Hany Fannur, Nayif Achamd Fitrianingrum, Aditya Pratiwi FITROTUN NISWAH Funuha, Ikhfananfalul Galih Wahyu Pradana Indrawati, Tri Mei Ishlahah, Fitriatul Lutfiah, Sunisfatul M, Meirinawati Maharani, Delviga Septiyan Maharani, Metha Marthalina, Grecia Lusiana Megawati, Suci MEIRINAWATI Meirinawati Meirinawati, Meirinawati Meirnawati Nafiah, Nurin Ningrum, Dwi Kurnia Octaverina, Shelina Rintan Pambudi Luhur, Mochamad Farros Permatasari, Rachmadita Evi Pristikawati, Vira Ramadani, Elisa Putri Ramadhani, Intan Putri Ramadyna, Noza Fawwas Ramdhani, Ilham Rindiana, Alvi Nazwa Rizky Kusumawardani Safitri, Anisa Qorina Salsabila , Nailah Talitha Sari, Putri Indah Septianingrum, Diyenik Eka Shoima, Alifatu Azwa Sholicha, Irsy Kharimatus Sholihah, Khofifatus Sintania, Jihan Suhermawan, Divanda Erielya Susilowati, Naomi Tiaranita, Nasywa Rahmadhanty Tjitjik Rahaju Wardany, Anggi Kusuma Yulika, Ikhlima Rahma Yuni Lestari Yunita, Alya Rahma