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All Journal Jurnal Manajemen Pelayanan Publik Jurnal Administrasi Publik (JAP) Otoritas : Jurnal Ilmu Pemerintahan JURNAL MUQODDIMAH : Jurnal Ilmu Sosial, Politik dan Hummaniora Jurnal Ilmu Administrasi Publik (JIAP) Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara Masyarakat Berdaya dan Inovasi Tax Literacy and Leadership Agility: Indigenous Peoples Awareness in Paying Taxes Jurnal Mandala Pengabdian Masyarakat JURNAL KEMUNTING PUBLIKA : Jurnal Ilmu Administrasi Publik
Handrian, Eko
Universitas Islam Riau
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Nursing Public Health Social Sciences Transportation Other

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Digital Innovation or Traditional Methods: Stakeholder Preferences for Digitalizing Public Complaints in Pekanbaru City, Indonesia Handrian, Eko; Ekha Putera, Roni; Asrinaldi, Asrinaldi; Zetra, Aidinil
Iapa Proceedings Conference 2024: AAPA-EROPA-AGPA-IAPA International Conference 2024 Towards World Class Bureaucracy
Publisher : Indonesian Association for Public Administration (IAPA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30589/proceedings.2024.1114

Abstract

This research explores internal stakeholders' preferences for the use of digital public complaint applications compared to traditional communication methods such as telephone in public services in Pekanbaru City. Using a qualitative approach, the case study method on the Pekan Kita Application (PEKA) was chosen to analyze in depth stakeholder preferences for the adoption of digital innovation. Data was collected through semi-structured interviews, participant observation and documentation. The findings show that the adoption of the PEKA application is more symbolic, where stakeholders prefer conventional methods because they are considered more practical and in accordance with daily work habits. This indicates that there is a gap between the digital innovation policies implemented and the real needs and preferences of internal stakeholders. The need for fast response and responsiveness to emergency conditions is a preference for internal stakeholders in digital public complaints policies. The implications of this research are very important in designing more effective and humane digital policies, which do not only focus on technical aspects, but also consider non-technical factors such as habits, needs, preferences of internal users and humanity so that technology implementation can be more successful and relevant in practice.
The Negotiation Stage: Decision Process of Public Service Innovation for Community Complaints in Pekanbaru Handrian, Eko; Putera, Roni Ekha; Asrinaldi, Asrinaldi; Zetra, Aidinil
Jurnal Manajemen Pelayanan Publik Vol 8, No 2 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i2.53488

Abstract

The diffusion of innovations in public service contexts regularly involves various yet complex challenges that require a deep understanding of the dynamics of the adoption, spread, and application of new ideas. Persuasion may no longer be fully expected to influence the adoption of innovation, so this article aims to analyze negotiation as an important part of the innovation-decision process for public complaint services in Pekanbaru (city). This research applies qualitative methods with data collection techniques through interviews, documentation, and observation. All data that have been collected are then analyzed through data reduction, data presentation, and data conclusions. The research results show that the negotiation stage is an important part of the innovation decision process, negotiation is a key element in facilitating the adoption of innovation in the context of public services, through negotiation stakeholders can interact with each other and reach agreement. Conflicts of interest, sectoral egos, and limited resources make negotiation important in the innovation diffusion stage of the innovation-decision process to create agreement and sustainability.
Stakeholder dynamics in local digital governance: evaluating public complaint system in Pekanbaru, Indonesia Handrian, Eko; Putera, Roni Ekha; Asrinaldi, Asrinaldi; Zetra, Aidinil
Otoritas : Jurnal Ilmu Pemerintahan Vol. 15 No. 2 (2025): (August 2025)
Publisher : Department of Government Studies, Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26618/ojip.v15i2.14280

Abstract

This study evaluates stakeholder dynamics in the implementation of Pekan Kita (PEKA), a digital innovation for public complaints in Pekanbaru City, Indonesia. Using a qualitative approach and a modified Stakeholder Salience Model, the research analyzes the interaction between stakeholder attributes power, legitimacy, and urgency and institutional structures affecting the sustainability of digital public innovations. Data were collected through in-depth interviews, observations, and document analysis involving 16 key informants from policy, operational, and community levels. Findings reveal that although several actors possess formal authority and legitimacy, their sense of urgency remains low due to rigid bureaucratic incentives, sectoral egos, and weak cross-agency coordination. Conversely, citizens demonstrate high urgency but lack institutional power and recognition, marginalizing their role in digital governance. The study identifies seven strategic pillars for sustainable innovation: strengthening cross-agency coordination, redesigning bureaucratic incentives, enhancing citizen co-creation, enabling two-way communication, managing inter-actor conflict, building human capacity and infrastructure, and reformulating the role of the ICT agency as an innovation orchestrator. This research contributes to the theoretical development of stakeholder analysis in e-government by revising the classic salience model to include informal power, bureaucratic incentives, and symbolic local political leadership. The proposed model offers a more contextual and dynamic framework for understanding the complexities of digital transformation in developing-country bureaucracies.
Pembinaan Pustaka Kampung Melalui Program Transformasi Perpustakaan Berbasis Inklusi Sosial Oleh Dinas Perpustakaan Kabupaten Siak Rusadi, Sylvina; Adni, Dita Fisdian; Handrian, Eko
Jurnal Ilmiah Muqoddimah: Jurnal Ilmu Sosial, Politik dan Hummaniora Vol 7, No 2 (2023): Agustus 2023
Publisher : Universitas Muhammadiyah Tapanuli Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31604/jim.v7i2.2023.430-435

Abstract

Penelitian ini bertujuan untuk mengetahui pembinaan pustaka kampung melalui program transformasi perpustakaan berbasis inklusi sosial oleh dinas perpustakaan kabupaten Siak. Transformasi perpustakaan berbasis inklusi sosial merupakan perubahan fungsi dari perpustakaan yang tidak hanya terbatas sebagai sarana membaca namun sudah beralih menjadi sarana pengetahuan, teknologi informasi dan pengembangan keterampilan masyarakat. Pustaka kampung merupakan salah satu saranatransformasi yang berada pada lingkungan kampung. Namun masih banyak ditemukan fenomena dalam pelaksanaannya yakni kurangnya sarana prasarana pustaka, anggaran serta belum dijadikan sebagai pusat kegiatan masyarakat. Penelitian ini dilakukan dengan menggunakan metode kualitatif dengan pengumpulan data melalui wawancara dan observasi. Dan dari hasil penelitian diketahui bahwa pustaka kampung Benayah kecamatan Pusako masih memiliki keterbatasan sarana prasarana, kualitas dan kuantitas sumber daya manusia disebabkan oleh masih sedikitnya anggaran yang diperoleh pustaka kampung melalui Alokasi Dana Desa (ADD). Sehingga perlunya pembinaan lebih lanjut dari dinas perpustakaan kabupaten Siak agar program transormasi perpustakaan berbasis inklusi sosial dapat dirasakan dampaknya oleh masyarakat kampung. 
Co-Authors Arief Rifa'i Asrinaldi Asrinaldi Azmi Azmi Dhita Nuraini Dita Fisdian Adni Ghana Aprilicia Hendry Andry Herman Jamalullail, Muhammad Julianda Kartika Chandra Putri Kartius Lilis Suriani Merry Chindy Khan Nina Yanti Noktavia Saputri Nur Faadhilah Roni Ekha Putera Rosmita Rosmita Rosmita, Rosmita Siska Putriani Siti Hawa SURIANI, LILIS Sylvina Rusadi Umi Muslikhah Zetra, Aidinil