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All Journal Publika Wacana, Jurnal Sosial dan Humaniora Community Development Journal: Jurnal Pengabdian Masyarakat Aplikasi Administrasi: Media Analisa Masalah Administrasi Jurnal Media Akademik (JMA) Konstitusi: Jurnal Hukum, Administrasi Publik, dan Ilmu Komunikasi Perspektif Administrasi Publik dan hukum Jurnal Hukum, Administrasi Publik dan Negara
Trenda Aktiva Oktariyanda
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MANAJEMEN STRATEGI PEMENANGAN CALON ANGGOTA DEWAN PERWAKILAN RAKYAT DAERAH (DPRD) PEREMPUAN DALAM PEMILIHAN UMUM KOTA SURABAYA TAHUN 2019 Firdausi Nuzulla Isnainy; Trenda Aktiva Oktariyanda
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p1-15

Abstract

In the 2019 general election, there were as many as 34% of women's representation occupying the seats of the Surabaya City DPRD. However, of the 5 electoral districts in the City of Surabaya, the Surabaya electoral district 5 has the least representation of women elected, namely out of 10 members of the council elected there are only 1 female member, who comes from the PDI P. Seeing this, the purpose of this study is to analyze and describe the management strategy for the winning of female DPRD candidates in the 2019 Surabaya City general election (case study on PDI-P in electoral district 5, Surabaya City), with using the concept of strategic management according to Fred R. David (in Taufiqurokhman, 2016) which consists of 3 variables, namely strategy formulation, strategy implementation, and strategy evaluation. The type of research used is descriptive research with a qualitative approach. Meanwhile, the data collection technique is done through observation, interviews, and documentation. The data analysis techniques used in this study, namely data collection, data reduction, data display, and drawing conclusions/data verification. Based on the results of the research, there are several alternative strategies that have been successfully formulated and implemented by the candidates for legislative members, Bapillu and the DPC PDI-P Surabaya. However, there are also alternative strategies that are less than optimal in their implementation. So that, in the future mapping and recalculation of public votes is needed, as well as an analysis of the targeted electoral districts as part of the strategy in winning the candidates for women DPRD members for the City of Surabaya in the coming period.
STRATEGI PENINGKATAN PELAYANAN ADMINISTRASI MELALUI APLIKASI PETUNG DADI (PELAYANAN TUNGGAL DENGAN SEPENUH HATI) OLEH DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN TRENGGALEK Dhony Femilian Renaldi; Trenda Aktiva Oktariyanda
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p499-514

Abstract

Dinas Komunikasi dan Informatika Kabupaten Trenggalek membentuk pelayanan berbasis elektronik sesuai dengan ketentuan pasal 18 Peraturan Bupati Trenggalek Nomor 24 Tahun 2017. Dinas Komunikasi dan Informatika Kabupaten Trenggalek membentuk sistem aplikasi yang mengintegrasikan kantor desa dan kantor kecamatan untuk memudahkan pelayanan administrasi dengan menyederhanakan proses pengurusan surat dari kantor kecamatan. Aplikasi ini dinamakan dengan sebutan “Petung dadi”. Metode penelitian dalam artikel ilmiah ini menggunakan jenis penelitian deskriptif kualitatif. Dengan Fokus penelitian yang digunakan adalah strategi penyelenggaraan pelayanan publik dengan mengacu pada lima strategi Menurut David Osborne dan Plastrik dalam Mahmud Danil (2018). Berikut lima strategi dan hasil penelitian tersebut: 1) Core Strategy (strategi inti) Dinas Komunikasi dan Informatika Kabupaten Trenggalek menerapkan dan merealisasikan peraturan mengenai pengembangan pelayanan publik berbasis E-government. 2) Consequences Strategy (strategi konsekuensi) yang menunjukkan bahwa Dinas Komunikasi dan Informatika Kabupaten Trenggalek membentuk peraturan dan Standar Operasi Kerja (SOP) dalam pelaksanaan pelayanan melalui aplikasi Petung Dadi. 3) Customer Strategy (strategi pelanggan) Dinas Komunikasi dan Informatika Kabupaten Trenggalek mengadaptasi penerapan strategi pelayanan melalui E-government yang telah ada di kota lain yang telah mendapatkan penghargaan agar mendapatkan mutu layanan yang baik dalam pelaksanaan pelayanan melalui aplikasi Petung Dadi. 4) Control Strategy (strategi pengawasan) Dinas Komunikasi dan Informatika Kabupaten Trenggalek memberikan pelatihan dan juga pmgembangan pegawai dalam pelaksanaan pelayanan publik melalui aplikasi Petung Dadi yang tergolong baru. 5) Culture Strategy (strategi budaya) Dinas Komunikasi dan Informatika Kabupaten Trenggalek membangun jalur koordinasi baik secara online maupun secara langsung.
INOVASI SISTEM INFORMASI PENDATAAN RUMAH TIDAK LAYAK HUNI (SIGAP-RTLH) OLEH DINAS PERUMAHAN DAN KAWASAN PERMUKIMAN KABUPATEN GRESIK Liza Alvini Sahrin; Trenda Aktiva Oktariyanda
Publika Vol 10 No 3 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n3.p725-738

Abstract

The Gresik Regency Housing and Settlement Office created an information system innovation to address settlement problems in the implementation of the Uninhabitable House Handling Program, the innovation is web-based and in the form of the SIGAP-RTLH smartphone application (Information System for Uninhabitable House Data). This innovation was created as a means of accelerating poverty alleviation for people who occupy uninhabitable houses by supporting data collection and updating integrated Uninhabitable House data against the background of the urgency of data collection and the preparation of proposals for uninhabitable houses that take a long time. The purpose of this study was to describe the innovation of the Uninhabitable House Data Collection Information System (SIGAP-RTLH) by the Gresik Regency Housing and Settlement Area. The method used is a descriptive research method with a qualitative approach according to Miles and Huberman (Sugiyono, 2015). The purpose of this study is to describe how the Innovation of the Uninhabitable House Data Collection Information System (SIGAP-RTLH) by the Gresik Regency Housing and Settlement Area is based on the innovation criteria according to the Regulation of the Minister of State Apparatus Empowerment of the Republic of Indonesia Number 5 of 2019 concerning Public Service Innovation Competitions within the Ministry/ Local Government Institutions, State/Regional Owned Enterprises, which are novel, effective, useful, transferable/replicated, and sustainable. Data collection techniques through interviews, observation, and also documentation. The data analysis technique used in writing this report is the technique according to Miles and Huberman (Sugiyono, 2015) namely data collection, data reduction, data presentation, and drawing conclusions.
INOVASI PENINGKATAN PENYIMPANAN ARSIP MELALUI APLIKASI SAVE ARCHIVE DI BADAN KESATUAN BANGSA DAN POLITIK (BAKESBANGPOL) KABUPATEN KEDIRI Alfina Fajrin Fauziah; Trenda Aktiva Oktariyanda
Publika Vol 10 No 3 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n3.p789-804

Abstract

Archival maintenance in Bakesbangpol Kediri Regency is still low, this can be seen from the number of archives that are not maintained. The volume of archives that are increasing every day is not followed by a good shrinkage process, resulting in uncontrolled archive volumes. The innovation launched by Bakesbangpol Kediri Regency, is the Save Archive Application, to optimize archive management administration services as well as to answer problems related to archival implementation at Bakesbangpol Kediri Regency, so that it can give birth to reliable archive management innovations. The purpose of this study is to describe the Save Archive application. The type of research chosen by the researcher is descriptive research with a qualitative approach, with data collection through observation, interviews, documentation, and literature study. The results show that the innovation of the Save Archive application has worked well in accordance with the foundation used, namely the Government Regulation of the Republic of Indonesia Number 28 of 2012 concerning the Implementation of Law no. 43 of 2009 concerning Archives and Regulation of the Minister of Empowerment of State Apparatus and Bureaucratic Reform Number 11 of 2015 concerning Roadmap of 2015-2019 Bureaucratic Reform. Sources of Innovation Ideas get input from employees. The culture of innovation in the innovation of the Save Archive application is archive management that prioritizes ease of storage, retrieval and efficiency control of archives. Furthermore, the capabilities and innovation tools of the Save Archive application are adequate, but there is a lack of special employees for archive managers or archivists. Then the goals, results, drivers and obstacles are to facilitate the process of storing and recovering archives, as well as optimizing archive maintenance, the obstacle is that there are occasional errors and downs on the network. Finally, Bakesbangpol Kediri Regency can optimize archive management administrative services that ensure the level of archive security. Keywords: Administrative Services, Archive Management Innovation, Save Archive.
INOVASI LAYANAN SI ELSA CENTIL (VAKSINASI KELILING DESA MENCEGAH DAN MENGANTISIPASI LONJAKAN COVID 19) DALAM MENINGKATKAN LAYANAN KESEHATAN DI PUSKESMAS KALIDAWIR KABUPATEN TULUNGAGUNG Inggil Wanudya Anarti; Trenda Aktiva Oktariyanda
Publika Vol 10 No 3 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n3.p805-818

Abstract

The appearance of ‘Si Elsa Centil’ becomes a service innovation which is provided by UPT Puskesmas (a public health center) located in Kalidawir for Tulungagung society. Basically, this innovation serves in order to make an easier service for the society in getting vaccine. Therefore, people do not need to put theirself into a long line to get the vaccine, this can reduce the spread of the Covid-19 virus. In this current situation, people are required to keep their distance, stay away from crowds and also reduce social mobility in order to reduce the spread of the Covid-19 virus. Number of dilemmas suffered by the society related to vaccine service during the current pandemic is the background of the problems in this study. This is due to the society’s refusal to be vaccinated and many people are still hesitant about the effects of the vaccine. This study aims to describe the extent to which the innovation ‘Si Elsa Centil’ can intensify the health services at UPT Puskesmas Kalidawir. This study uses a descriptive type of research with a qualitative approach. Data collection techniques consist of observation, interviews, and documentation. Data analysis techniques are carried out by collecting data, reducing data, presenting data, and drawing conclusions.The theoretical focus in this study uses a theory of digital innovation strategy according to Nylen and Holmstron which consists of three dimensions, which are: 1) Product; 2) Environment; and 3) Organization. The result of this study indicate that the presence of innovation ‘Si Elsa Centil’ can improve the quality of service at UPT Puskesmas Kalidawir well enough. This can be seen from the increasing number of vaccination after implementing the innovation ‘Si Elsa Centil’ at UPT Puskesmas Kalidawir. Starting from June to August, resulted in an increasing registration of the first dose of vaccination and decreasing the Drop out of the second dose of vaccination at UPT Puskesmas Kalidawir. Keywords: Public Service, Health Service Innovation, Si Elsa Centil
PENERAPAN ELECTRONIC GOVERNMENT MELALUI APLIKASI GIRI TIRTA CEPAT, EMPATI, RAMAH DAN INOVATIF (GITA CERIA) OLEH PERUSAHAAN UMUM DAERAH GIRI TIRTA KABUPATEN GRESIK Khoiru Ummah; Trenda Aktiva Oktariyanda
Publika Vol 10 No 3 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n3.p851-866

Abstract

Kebutuhan akan air bersih masih menjadi tantangan sendiri setiap harinya bagi masyarakat. Hal tersebut dapat terjadi dikarenakan masih banyak masyarakat yang mengalami kekurangan air bersih. Masih banyaknya masyarakat yang mengalami kekurangan air bersih merupakan salah satu permasalahan tersendiri bagi pemerintah. Perusahaan Umum Daerah (Perumda) merupakan perusahaan daerah mempunyai tanggungjawab untuk mengembangkan serta mengelola sistem penyediaan air bersih di masyarakat. Aplikasi Gita ceria merupakan merupakan pelayanan berbasis digital yang didalamnya terdapat berbagai bentuk pelayanan seperti tagihan, pasang baru, pengaduan, pengecekan meter mendiri dan berita seputar Perumda kabupaten gresik. Tujuan penelitian ini yaitu untuk mengetahui penerapan aplikasi Gita Ceria oleh Perumda Giri Tirta Kabupaten Gresik. Jenis penelitain yang digunakan adalah penelitian kualitatif dengan menggunakan pendekatan deskriptif. Teori yang digunakan dalam penelitian ini adalah teori kajian dan riset dari Harvard JKF School of Government (Indrajit, 2016) ada tiga elemen sukses penentu penerapan electronic government yang harus diperhatikan meliputi : support, capacity dan value. Hasil dan pembahasan berdasarkan terori tersebut aplikasi Gita Ceria mampu memberikan pelayanan yang mudah bagi masyrakat gresik. Akan tetapi, pada elemen support terdapat kendala seperti masih kurangnya sosialisasi yang dilakukan Perumda terkait apliaksi Gita Ceria. Pada elemen capacity telah dilaksanakan dengan baik, tercermin dari telah terpenuhinya sumberdaya manusia, finansial serta infrastruktur yang menunjang penerapan apliaksi Gita Ceria. Sedangkan untuk elemen value masih ditemukan kendala terkait dengan kecepatan respon terhadap permasalahan pengaduan. Saran untuk penelitian ini yaitu perlunya keberlanjutan sosialisasi dan responsibilitas terhadap pengaduan. Kata Kunci: Pelayanan Publik, Electonic Government, Aplikasi Gita Ceria The need for clean water is still a challenge for the community every day. This can happen because there are still many people who experience a lack of clean water. There are still many people who experience a lack of clean water is a separate problem for the government. Regional Public Company (Perumda) is a regional company that has the responsibility to develop and manage clean water supply systems in the community. The Gita Ceria application is a digital-based service in which there are various forms of services such as bills, new installations, complaints, checking meter stands and news about Perumda Gresik Regency. The purpose of this study was to determine the application of the Gita Ceria application by Perumda Giri Tirta, Gresik Regency. The type of research used is qualitative research using a descriptive approach. The theory used in this study is a theory of study and research from the Harvard JKF School of Government (Indrajit, 2016). The results and discussions based on this theory, the Gita Ceria application, are able to provide easy services for the Gresik community. However, in the support element there are obstacles such as the lack of socialization carried out by Perumda regarding the Gita Ceria application. The capacity element has been implemented well, as reflected in the fulfillment of human, financial and infrastructure resources that support the application of the Gita Ceria application. As for the value element, there are still obstacles related to the speed of response to complaint problems. Suggestions for this research are the need for continued socialization and responsibility for complaints. Keywords: Public Service, Electronic Government, Application Gita Ceria
INNOVATION OF THE INTEGRATED AND INTEGRATED INFORMATION SERVICE GATE (GAYATRI) AT DEPARTMENT OF HEALTH POPULATION CONTROL AND FAMILY PLANNING IN MOJOKERTO CITY Arya Pranata Wijaya; Trenda Aktiva Oktariyanda
Publika Vol 10 No 4 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n4.p1137-1150

Abstract

The Mojokerto City Health Population Control and Family Planning Department in 2019 created an innovative Integrated and Integrated Information Service Gate (Gayatri). Prior to Gayatri, health data reporting used excel reports and each field collected its own data, thus causing data discrepancies. Since the creation of Gayatri, health data has become centralized, collective and real time. Gayatri also presents a feature to make it easier for the people of Mojokerto City to get health services online. The study aims to explain Gayatri's innovation with a research focus using the theory of measuring e-government quality based on the user perspective according to Kozak which consists of six indicators namely ease of use, information content and display, reliability, community support, trust/security, and support in filling out forms. This study uses a qualitative descriptive method with data collection techniques in the form of observation, interviews and documentation. The results show that on the ease of use indicator, Gayatri has a simple and easy to use navigation. On the indicators of content and information display, Gayatri has a simple display and consists of features for the community and features for the Mojokerto City government. In terms of reliability, Gayatri can be accessed via a computer or smartphone, and is available in the form of an application that can be downloaded from the play store. On the indicator of community support, Gayatri provides a whatsapp-based online chat feature. On the indicators of trust/security, Gayatri uses an SSL system and a firewall, and applies encryption to incoming data, to access the database only using a local IP. On the indicators of support in filling out forms, Gayatri supports filling out forms in the online puskesmas registration feature and the community data collection feature. It is hoped that the socialization of Gayatri will be further improved and a blend of usage features will be added to make it easier for people to use it.
ANALISIS KUALITAS PELAYANAN PUBLIK PEMERINTAH DESA JOMBOK KECAMATAN NGORO KABUPATEN JOMBANG Gali Artha Cendana; Trenda Aktiva Oktariyanda
Publika Vol 10 No 4 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n4.p1089-1100

Abstract

Pelayanan publik merupakan hak seluruh masyarakat tanpa kecuali. Pelayanan memiliki hubungan erat dengan tanggung jawab pelayanan publik di tingkat pusat, daerah dan BUMN/BUMD. Kualitas pelayanan merupakan keharmonisan antara masyarakat sebagai pengguna layanan dan pemerintah sebagai pengguna layanan. Baik atau buruknya kualitas pelayanan dilihat dari presepsi masyarakat atau pengguna layanan. Kantor Desa Jombok sebagai salah satu desa yang tidak berada di daerah perkotaan masih menggantungkan pelayanannya secara konvensional. Penelitian ini mendeskripsikan kualitas pelayanan di Kantor Desa Jombok, Kecamatan Ngoro, Kabupaten Jobang menggunakan pendekatan kualitatif untuk menemukan dan menjelaskan peristiwa terkait yang terjadi di lapangan. Teknik pengumpulan data yang digunakan dalam penelitian yaitu wawancara, pengamatan, dokumentasi dan studi kepustakaan. Untuk mengukur kualitas pelayanan di Kantor Desa Jombok, peneliti menggunakan lima dimensi kualitas pelayanan yang dikemukakan oleh Sutikno dan Arha (2018) hasilnya, Desa Jombok memprioritaskan kualitas layanan, sesuai dengan dimensi keandalan (reliability), ditinjau dari dimensi keresponsifan (responsiviness) pegawai Kantor Desa Jombok sudah cukup responsif dalam memberikan layanan, selanjutnya dimensi keyakinan (confidence) banyak peraturan yang dibuat oleh kantor desa yang sudah ditepati dan diyakini oleh masyarakat, dalam memberikan pelayanan, pegawai menggunakan empati (emphaty) dalam memberikan layanan, kemudian ditinjau dari fasilitas fisik atau dimensi berwujud (tangible) yang tersedia di Kantor Desa Jombok sudah cukup lengkap namun perlu ditingkatkan kelengkapannya. Berdasarkan hasil penelitian, kualitas pelayanan di Kantor Desa Jombok masih dikategorikan baik. Kualitas pelayanan tersebut tercermin dari bagaimana pegawai melayani masyarakat dengan baik dan bagaimana mereka tetap berusaha semaksimal mungkin memberikan pelyanan berkualitas kepada masyarakat. Kata Kunci: Pelayanan Publik, Kualitas Pelayanan, Desa Jombok. Public service is the right of all people without exception. Services have a close relationship with public service responsibilities at the central, regional and BUMN/BUMD levels. Service quality is the harmony between the community as service users and the government as service users. Good or bad service quality is seen from the perception of the community or service users. The Jombok Village Office as one of the villages not located in urban areas still relies on conventional services. This study describes the quality of service at the Jombok Village Office, Ngoro District, Jobang Regency using a qualitative approach to find and explain related events that occurred in the field. Data collection techniques used in the study were interviews, observations, documentation and literature study. To measure service quality at the Jombok Village Office, researchers used the five dimensions of service quality proposed by Sutikno and Arha (2018). The results show that Jombok Village prioritizes service quality, according to the reliability dimension,dimension ofresponsivenessVillage Office employees. Jombok is quite responsive in providing services, then the dimension of confidence (confidence) many regulations made by the village office have been obeyed and believed by the community, in providing services, employees use empathy (emphaty) in providing services, then in terms of physical facilities or dimensions TangiblesJombokVillage Office are complete but need to be improved. Based on the results of the study, the quality of service at the Jombok Village Office is still categorized as good. The quality of service is reflected in how employees serve the community well and how they keep trying their best to provide quality services to the community. Keyword: Public Service, Service Quality, Jombok Village Office.
INOVASI PELAYANAN PERMOHONAN SALINAN PUTUSAN ONLINE (PERSALINAN) (STUDI KASUS KANTOR PENGADILAN NEGERI SURABYA) Atika Milasari; Trenda Aktiva Oktariyanda
Publika Vol 10 No 4 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n4.p1041-1052

Abstract

Pelayanan PERSALINAN merupakan inovasi di Pengadilan Negeri Surabaya untuk meningkatkan pelayanan dalam putusan perkara online. Lamanya proses pengambilan putusan di pengadilan, serta banyaknya pengaduan yang masuk terkait dengan pengurusan salinan putusan, menjadi salah satu faktor diciptakannya inovasi pelayanan PERSALINAN. Oleh sebab itu, penelitian ini bertujuan untuk mendeskripsikan pelayanan PERSALINAN berdasarkan faktor keberhasilan inovasi. Jenis penelitian yang digunakan yaitu deskriptif kualitatif dengan teknik pengumpulan data, terdiri atas: wawancara, studi literatur, serta dokumentasi. Faktor keberhasilan inovasi menggunakan enam indikator yang dikemukakan oleh Arundel, Bloch, & Ferguson (2019), diantaranya: governance and innovation; sources of ideas for innovation; innovation culture; capabilities, and tools; objective, outcomes, drivers, and obstacles; collecting innovation data for single innovations. Hasil penelitian didapatkan bahwa indikator governance and innovation bahwa sistem regulasi atau kebijakan yang digunakan telah sesuai dengan prosedur yang telah ditetapkan. Sources of ideas for innovation diperoleh dari internal dan eksternal. Innovation culture didukung oleh pimpinan, kemampuan adaptasi pegawai administrasi layanan putusan perkara, serta mudahnya prosedur pelayanan bagi pengguna. Capabilities and tools yaitu asistensi dari petugas IT terhadap petugas pengelola administrasi putusan dan penggunaan website dan fitur pendukungnya. Objective, outcomes, drivers, and obstacles, yaitu: memberikan kepastian dan kemudahan pengguna layanan; hasilnya telah mendapatkan tingkat kepuasan 70%; faktor pendorong berupa regulasi, e-goverment, dan faktor penjaminan pelayanan mutu; sedangkan hambatannya yaitu berupa sarana dan prasarana, anggaran, serta rendahnya kompetensi SDM. Collecting innovation data for single innovations tidak melibatkan pihak eksternal selain pengguna layanan, serta tidak terintegrasi dengan stakeholder, inovasi ini telah melakukan beberapa pembaharuan fitur website maupun program pelayanan. Kata Kunci : Pelayanan Publik, Inovasi Pelayanan, PERSALINAN The PERSALINAN service is an innovation at the Surabaya District Court to improve services in online case decisions. The length of the decision-making process in court, and the number of incoming complaints related to the processing of copies of the decision, are factors for the creation of innovation in childbirth services. Therefore, this research aimed to describe the PERSALINAN service based on the success factors of innovation. The type of research used is descriptive qualitative with data collection techniques, consisting of: interviews, literature studies, and documentation. The innovation success factor uses six indicators proposed by Arundel, Bloch, & Ferguson (2019), including: governance and innovation; sources of ideas for innovation; innovation culture; capabilities and tools; objectives, outcomes, drivers, and obstacles; collecting innovation data for single innovations. The results showed that the indicators of governance and innovation are that the regulatory system or policy used is following the established procedures. Sources of ideas for innovation are obtained from internal and external sources. The innovation culture is supported by the leadership, the adaptability of administrative staff for case decision services, and the ease of service procedures for users. Capabilities and tools, namely assistance from IT officers towards decision administration management officers and the use of the website and its supporting features. Objectives, outcomes, drivers, and obstacles, namely: providing certainty and convenience for service users; the results have obtained a satisfaction level of 70%; driving factors in the form of regulation, e-government, and quality service assurance factors; while the obstacles are in the form of facilities and infrastructure, budget, and the low competence of human resources. Collecting innovation data for single innovations does not involve external parties other than service users and is not integrated with stakeholders; this innovation has carried out several website feature updates and service programs. Keywords: Public Service, Innovation Service, PERSALINAN
INOVASI LAYANAN DRIVE THRU DALAM PEMBAYARAN PAJAK DAERAH OLEH BADAN PELAYANAN PAJAK DAERAH KABUPATEN SIDOARJO (STUDI PADA MAL PELAYANAN PUBLIK KABUPATEN SIDOARJO) Rahma Sari, Novi; Aktiva Oktariyanda, Trenda
Publika Vol 11 No 2 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n2.p1995-2006

Abstract

Praktik pelayanan publik dikatakan belum sepenuhnya berjalan sesuai yang diinginkan masyarakat, hal itu terlihat dari masih tingginya jumlah laporan pengaduan yang masuk. Untuk itu pemerintah perlu meningkatkan pelayanan publik dengan menciptakan sebuah inovasi. Badan Pelayanan Pajak Daerah Kabupaten Sidoarjo meluncurkan inovasi terbarunya yaitu Layanan Drive Thru dalam pembayaran pajak daerah. Layanan Drive Thru bertujuan memudahkan wajib pajak dalam membayarkan pajaknya tanpa perlu turun dari kendaraan sehingga pelayanannya lebih efektif dan efisien. Penelitian ini bertujuan untuk mendeskripsikan bagaimana inovasi layanan Drive Thru dalam pembayaran pajak daerah. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif. Teori yang digunakan yaitu faktor keberhasilan inovasi menurut Bugge dkk. (2018) yang terdiri dari enam indikator yaitu tata kelola dan inovasi; sumber ide untuk inovasi; budaya inovasi; kemampuan dan alat; tujuan, hasil, pendorong, dan hambatan; mengumpulkan data inovasi untuk inovasi tunggal. Teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil penelitian ini menunjukkan, dari indikator tata kelola dan inovasi bahwa sistem regulasi yang digunakan sesuai dengan adanya layanan Drive Thru. Sumber ide inovasi diperoleh dari pimpinan internal organisasinya. Budaya inovasi selalu menunjukkan kemudahan dalam pembayaran pajak secara lebih efektif dan efisien. Kemampuan dan alat inovasi di dukung oleh petugas layanan yang profesional dan sarana yang memadai. Indikator tujuan dan hasil adalah memperluas tempat pembayaran dan memudahkan pembayaran pajak, jam layanan yang singkat dan kurang sosialisasi membuat Drive Thru kurang optimal. Sedangkan mengumpulkan data informasi tunggal dilakukan melalui sosialisasi dan kerjasama dengan Bank Jatim. The practice of public services is said to have not fully run according to what the community wants, it can be seen from the high number of incoming complaint reports. For this reason, the government needs to improve public services by creating an innovation. The Local Tax Service Agency of Sidoarjo District launched its latest innovation, namely the Drive Thru Service in local tax payments. The Drive Thru Service aims to make it easier for taxpayers to pay their taxes without the need to get out of the vehicle so that service is more effective and efficient. This study aims to describe how the Drive Thru service innovation in local tax payments. This research uses descriptive research with a qualitative approach. The theory used is the innovation success factors according to Bugge et al. (2018) which consists of six indicators, namely governance and innovation; sources of ideas for innovation; innovation culture; capabilities and tools; objective, outcome, drivers, and obstacles; collecting innovation data for a single innovation. Data collection techniques through observation, interviews, and documentation. The results of this study show, from the governance and innovation indicators that the regulatory system used is in accordance with the existence of Drive Thru services. The source of innovation ideas is obtained from the internal leadership of the organization. The culture of innovation always shows convenience in paying taxes more effectively and efficiently. Innovation capabilities and tools are supported by professional service staff and adequate facilities. Indicators of goals and results are expanding payment points and making tax payments easier, short service hours and lack of socialization make Drive Thru less than optimal. While collecting single information data through socialization and collaboration with Bank Jatim.
Co-Authors Agustyas Putri, Novia Ahmad Rizal Zakky Ghufron Alfina Fajrin Fauziah Alhandi Buditama Almy Aprilia Azizi Hasib Anisa Dwi Asmaranti Arya Pranata Wijaya Atika Milasari Azeria Diazpitaloka Putri Sulistyono Azzahra Zaitira Meiyasa Badrudin Kurniawan Bella Nofita Ramadani Dhony Femilian Renaldi Dicken Naluraning Yasmara Dwi Febi Kartika Dwieka Septiani Adiwinoto Dyah Eka Pratiwi EVA HANY FANIDA Eva Hany Fanida FAHMI AFRIZAL Fajriyah Lutfiyatul Hikmah Firdausi Nuzulla Isnainy FITROTUN NISWAH Gali Artha Cendana Indah Prabawati Inggil Wanudya Anarti Intan Putri Ramadhani Juliana Mas Kinanti Saragih Khoiru Ummah Lailatul Fadiyah Linda Nirmalasari Lisa Rara Hingis Liza Alvini Sahrin Mahfundoh Isnaini MEIRINAWATI Meirinawati Meirinawati Melda Fadiyah Hidayat, Melda Fadiyah Mirtha Ilmi Muhaiyinatun Masturo Natasya Salsabila Pramudita Nur Laily Zumrotul Khasana Putri Wira Triyananta Rahaju , Tjitjik Rahma Sari, Novi Redika Widya Prabaningrum Shafinaz Sukardi, Salsa Izza Shifani Fitri Sauli Siti Rochmah Soesilo Zauhar Syafiyatul Fakhomah Tauran, T.