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Eva Hany Fanida, Eva Hany
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Manajemen Strategi dalam Meningkatkan Pelayanan Publik melalui Aplikasi Wargaku oleh Dinas Komunikasi dan Informatika Kota Surabaya Hamas, Halimahtus Sadiyah Putri; Fanida, Eva Hany
Publika Vol 12 No 2 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n2.p421-434

Abstract

Meningkatnya Mal Administrasi di Kota Surabaya merupakan akibat ketidakmerataan kualitas pelayanan publik yang disediakan oleh pemerintah, hal tersebut di dukung juga masih banyak keluhan masyarakat terkait pelayanan publik yang rumit dan tidak efektif. Melalui permasalahan tersebut diikuti perkembangan digital di masa sekarang, Dinas Komunikasi dan Informatika Kota Surabaya merilis forum pelayanan publik berbentuk aplikasi bernama Aplikasi Wargaku yang bisa di unduh dan di akses melalui telepon bertujuan untuk memaksimalkan pelayanan publik yang diberikan untuk masyarakat. Namun dalam penerapannya aplikasi di rasa belum maksimal diketahui melalui ulasan di Playstore masih banyak masyarakat yang mengeluhkan kualitas aplikasi dalam memberikan pelayanan. Melalui permasalahan tersebut, peneliti menggunakan teori manajemen strategi menurut Fred R. David menjelaskan bahwa manajemen strategi memiliki tiga proses tahapan yaitu formulasi strategi, implementasi strategi dan evaluasi strategi. Melalui penggunaan teori tersebut peneliti menggunakan penelitian deskriptif dengan pendekatan kualitatif, dengan teknik analisis data melalui wawancara, catatan lapangan dan dokumentasi yang kemudian disusun secara sistematis. Hasil penelitian menunjukan bahwa Dinas Komunikasi dan Informatika Kota Surabaya sudah menjalankan manajemen strategi untuk meningkatkan pelayanan publik melalui Aplikasi Wargaku, pelaksanaan manajemen strategi yang telah dilakukan cukup baik. Dalam tahapan formulasi strategi yang dibuat sudah bagus. Namun dalam penerapannya masih memiliki beberapa kekurangan seperti tidak adanya anggaran khusus, sumber daya manusia bidang informasi teknologi yang kurang dan tidak adanya motivasi pegawai yang diberikan oleh organisasi. Dengan adanya kekurangan pada tahap implementasi dapat merupakan dampak dari kekurangan yang masih ada pada saat penerapan program dilaksanakan. Abstract The increase of Administrative Mall in Surabaya City is due to the uneven quality of public services provided by the government, it is also supported by many public complaints related to complicated and ineffective public services. Through these problems followed by digital developments in the present, the Communication and Informatics Office of Surabaya City released a public service forum in the form of an application called the Wargaku Application which can be downloaded and accessed via telephone to maximise public services provided to the community. However, in its application, the application is not maximised, known through reviews on Playstore, there are still many people who complain about the quality of the application in providing services. Through these problems, researchers use the theory of strategic management according to Fred R. David explaining that strategic management has three stage processes, namely strategy formulation, strategy implementation and strategy evaluation. Through the use of this theory, researchers use descriptive research with a qualitative approach, with data analysis techniques through interviews, field notes and documentation which are then arranged systematically. The results showed that the Surabaya City Communication and Information Office has carried out strategic management to improve public services through the Wargaku Application, the implementation of strategic management that has been carried out is quite good. In the formulation stage the strategy made is good. However, in its application it still has several shortcomings such as the absence of a special budget, lack of human resources in the field of information technology and the absence of employee motivation provided by the organisation. With the shortcomings in the implementation stage, it can be the impact of the shortcomings that still exist when the programme implementation is carried out.
STRATEGI MENINGKATKAN PEREKONOMIAN DESA MELALUI OPTIMALISASI PERAN BUMDES DI DESA NGAMPUNGAN KABUPETAN JOMBANG Septianingrum, Ika Putri Kumalasari; Fanida, Eva Hany
Publika Vol 12 No 2 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n2.p465-480

Abstract

Village-Owned Enterprises (BUMDes) are one of the institutions that encourage that drives village economic growth towards Independent Villages. BUMDes Maju Sejahtera is one of the 25% advanced BUMDes in Jombang Regency and has experienced rapid growth in the last 5 (five) years. Regarding its strategic management process, it still experiences obstacles such as the development of business units that are not maximized, limited capital, lack of facilities and infrastructure, and lack of community involvement. Even so, BUMDes Maju Sejahtera remains successful and is able to make a number of proud achievements at the district to national level. This research aims to analyze the strategic management used by BUMDes Maju Sejahtera in Ngampungan Village. This research is descriptive research with qualitative approach. The focus of this research is the theory of the strategic management process theory by Ahmad (2020) which consists of strategy formulation, strategy implementation, and strategy evaluation. Data collection techniques used observation, interviews, and documentation. Meanwhile, the data analysis techniques used are data collection, data reduction, data presentation, and verification and conclusion making. The results of this study explain that the management strategies used to manage and develop BUMDes Maju Sejahtera are maintaining communication and cohesiveness between management, establishing cooperation with external parties, actively participating in coaching from DPMD, conducting regular deliberations, conducting comparative studies, actively participating in competitions, providing capital injections for units that experience growth delays, and socializing to the community. However, in implementing there are still obstacles related to the limited number of human resources, limited competence and time of the management, and budget funds. The suggestions that can be given include: 1) BUMDes administrators can increase commitment and awareness regarding obligations in BUMDes management, 2) invite cooperation with the Jombang Cooperative and MSME Office, 3) plan and budget for the addition of supporting facilities for business unit development, 4) cooperate with SMK in Bareng Sub-district regarding the acceptance of internship students, 5) submit funding proposals to the district and provincial governments, 6) conduct socialization to the community.
Kajian Kualitas Layanan KTP-Elektronik Bagi Penyandang Disabilitas dan Lansia di Kabupaten Mojokerto Anindya, Naurah Tsani; Fanida, Eva Hany
Publika Vol 12 No 2 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n2.p511-520

Abstract

Vulnerable groups such as people with disabilities and the elderly often find it difficult to access public services, such as e-KTP recording. Therefore, the Mojokerto District Population and Civil Registration Office innovated the Teman Dilan, which is an at-home e-KTP recording service for vulnerable communities. This study aims to analyze Teman Dilan Service Innovation in Mojokerto District based on Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 91 Tahun 2021. The type of research used is descriptive qualitative. Data were collected through observation, interviews, and documentation. Data were analyzed through data reduction, data presentation, and conclusions. The results showed that Teman Dilan Service Innovation has a novelty, which is recording e-KTP at home and has a difference in procedures with general e-KTP recording services, but is still constrained by terrain conditions. On the effective indicator, Teman Dilan innovation can increase e-KTP ownership and the community is satisfied with the service, although there are constraints on the number of officers and community conditions. This innovation is useful in improving the accuracy of population data and access to government programs, but social assistance is still uneven. On the easy to spread indicator, the design of this innovation can be adapted even though it has not been implemented by other institutions and the dissemination of this innovation through social media and village governments. Based on sustainable indicators, The Teman Dilan Service innovation is able to be implemented in the long term supported by the availability of budget and infrastructure. The main suggestion given is that the government needs to carry out regular control and evaluation to improve the performance of Teman Dilan Service Innovation.
Penerapan Platform Sistem Unggah Hitung Data Kinerja (SUHITA) Untuk Menunjang Kinerja Pemerintah Berbasis Teknologi Inovasi di Kabupaten Mojokerto Dewantari, Dewantari; Fanida, Eva Hany
Publika Vol 12 No 2 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n2.p607-618

Abstract

The implementation of a performance management system allows government organizations to manage employee performance from the planning, monitoring, to performance evaluation stages in an accountable and transparent manner. As an organization that plays a role as an ASN management organizer, BKPSDM Mojokerto District launched a performance management innovation. Suhita (Performance Data Count Upload System) is a website-based e-performance innovation that is useful as a facility for ASN in Mojokerto Regency Government in conducting performance planning to performance evaluation in a transparent and accountable manner. This study aims to describe how Suhita e-performance innovation in BKPSDM Mojokerto Regency. This research uses descriptive research with a qualitative approach. The focus of the research uses the theory of innovation success factors according to Luky (2019). The results showed that e-performance innovation through the Suhita website has not run optimally. In human resource indicators, leaders play a key role in encouraging and directing innovation. In technology indicators, the website used has a fairly high complexity. In organizational indicators, the implementation of innovation has been planned, organized, moved and controlled. In behavioral indicators, BKPSDM Mojokerto Regency has not succeeded in fostering the perception of ease of use of Suhita innovation. On the user satisfaction indicator, performance management innovation through the Suhita website only provides satisfaction for some users with certain positions. In the net benefit indicator, the net benefits of implementing this innovation are felt more by users with the position of personnel manager and performance appraiser. The suggestions that can be given include: 1) provide training for the innovation management team, especially innovation operators, 2) hold socialization with the target of all Suhita innovation users, 3) periodic coaching and evaluation, 4) simplify the appearance and Suhita website.
KAJIAN KOMUNIKASI PUBLIK: (SEBUAH ANALISIS PENERAPAN APLIKASI SUPERAPP POLRI UNTUK PELAYANAN SURAT KETERANGAN CATATAN KEPOLISIAN DI KEPOLISIAN RESOR SITUBONDO) Hikmiyah, Maslachatul; Fanida, Eva Hany
Publika Vol 12 No 3 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n3.p715-726

Abstract

Public services are activities to fulfill community needs in the form of goods, services and administration by public service providers. The development of information technology is currently an important aspect inherent in social life. One of the benefits of the development of information technology is that it encourages public service providers to optimize efficient and responsive services. Realizing how important it is to provide good service, the National Police is making efforts to modernize it through Electronic Government, one of which is the SKCK application service which is presented in the form of a website. In 2023 the National Police will launch an innovation in the form of the Polri SuperApp application. However, in the implementation of online SKCK application processing, several obstacles were found, namely a lack of socialization and the application often had problems due to maintenance. Based on these obstacles, this research aims to analyze the application of the SuperApp Polri application for SKCK services at the Situbondo Resort Police. The type of research used is descriptive with a qualitative approach. The focus of this research uses the theory of e-government service quality according to Papadomichelaki and Metnzas with indicators of reliability, ease of use, trust, content and appearance of information, citizen support and functionality of the interaction. Data collection techniques through observation, interviews and documentation. The analysis techniques used are data collection, data reduction, data presentation and drawing conclusions. The research results show that the implementation of the SuperApp Polri application in SKCK services at the Situbondo Police is quite good. User experience shows that using the Polri SuperApp application makes it easier for online SKCK applicants to get SKCK without having to ask for a letter of recommendation from the Sector Police. The recommendation that can be given is that the National Police needs to improve the quality of the Polri SuperApp application service in order to improve systems that often have problems and provide updated information regarding new policies on the Polri SuperApp Application.
Kajian Manajemen Pelayanan: Tinjauan Kritis Terhadap Kompleksitas Layanan Akta Kelahiran Untuk Meningkatkan Kualitas Layanan Di Kota Surabaya Putri, Aurelia Patricia; Fanida, Eva Hany
Publika Vol 12 No 3 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n3.p767-778

Abstract

The Surabaya City Dispendukcapil noted that there were tens of thousands of residents who were late in reporting the birth of their babies, which caused the process of issuing birth certificates to be hampered. In addition, there are still many people who have received poor services. This research aims to describe the Service Management Study: A Critical Review of the Complexity of Birth Certificate Services to Improve Service Quality in Surabaya City. This research focuses on the theory of improving service quality by Septiandin (2020), namely Self esteem (self-esteem / self-quality), Exceed expectation (meeting expectations), Recovery (improvement), Vision (foresight), Improve (improvement), Care (attention), Empower (empowerment). This research uses a descriptive method with a qualitative approach. With data analysis techniques, namely data collection, data reduction, data presentation, and drawing conclusions. The results showed that the quality of birth certificate services is quite good, but there are still many complex problems such as human error, lack of maximum utilization of technology, lack of training for employees, lack of budget, these problems cause deed services to be less than optimal. The results of this study resulted in several recommendations, namely increasing a friendly attitude in providing services, providing socialization and training for employees, maintaining existing facilities and infrastructure and completing facilities that are still lacking, utilizing and synchronizing technology as much as possible, creating a conducive environment and providing a sense of comfort in services for the community so that birth certificate services run well.
KAJIAN OPTIMALISASI PELAYANAN ONLINE BERITA DESO DAN ADMINISTRASI BERBASIS ELEKTRONIK GOVERNMENT DI KECAMATAN PLOSO DAN KABUPATEN JOMBANG Girsang, Kevin Crhistoper; Fanida, Eva Hany
Publika Vol 12 No 3 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n3.p849-856

Abstract

SABDOPALON E-Office application is one of the innovations based on Electronic Government that was deliberately created to improve the public services of the Jombang Regency government and to realize Jombang Regency as a Smart City so as to reflect the effective and efficient services of the village government. However, in the implementation of this application there are still obstacles such as, often experiencing lagging on the server on the website, so the application of services submitted by the community has a slight delay. The purpose of this study was to describe the SABDOPALON E-Office application in Kebon Agung Village, Ploso District, Jombang Regency. The method used is a qualitative descriptive method. The focus of this study used E-Gov success factors according to (Ishengoma, Mselle, Mongi, 2019). The research method used is descriptive with a qualitative approach. The study was conducted in Kebonagung Village using observation techniques, interviews, and documentation. This study uses narrative analysis techniques including data collection, data reduction, data presentation and conclusion drawing. The results of the study showed that the implementation of SABDOPALON E-Office application can be said to be going well. However, there are still some obstacles that need to be corrected, such as lagging on the website server so that the requested services often experience delays, lack of socialization about the SABDOPALON E-Office application. Based on the results of the research, suggestions that can be given are 1) The need for efforts from the Kebonagung Village Government in providing population data in the form of data encryption so that information in the form of population data is more secure and guaranteed 2) The need to increase server capacity on the website of the E-Office application SABDOPALON 3) The need to have data backup or data backup 4) The need to add as many employees as one person
TRANSFORMASI LAYANAN ADMINISTRASI DIGITAL: SEBUAH KAJIAN INOVASI TEKNOLOGI PENCATATAN SIPIL “KNG” KLAMPID NEW GENERATION DI KOTA SURABAYA Dalilah, Camilla; Fanida, Eva Hany
Publika Vol 12 No 3 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n3.p879-890

Abstract

The Surabaya City Department of Population and Civil Registration presents a digital innovation inpopulation and civil registration administration services through an application named "KNG" or "KlampidNew Generation". However, in its implementation, several issues were identified, such as unclear installationprocesses that frequently change and limited accessibility for residents outside Surabaya. This study aims todescribe the use of the application in providing population and civil registration services through the KNGapplication. The research method used is descriptive with a qualitative approach. The focus of this study isbased on the digital innovation strategy framework by Nylén and Holmström (2015). The research wasconducted at the Surabaya City Department of Population and Civil Registration using interview,observation, and documentation techniques. This study employs narrative analysis techniques, including datacollection, data reduction, data presentation, and drawing conclusions. The results show that users aresatisfied with the simple and easy-to-understand interface of the KNG application. KNG application offersvalue propositions with bundled services and clear task distribution. Continuous improvement inunderstanding and teamwork in evaluating the KNG application, along with improvisation and coordinationamong staff, ensures the optimal use of KNG application. Based on the research findings, the followingsuggestions are made: 1) There should be clarity regarding other versions of KNG, including mobileapplication versions that can be installed on Android and iOS systems. 2) Residents outside Surabaya shouldbe granted access to certain features available in the KNG application.
Pelayanan Perizinan Berbasis Online Melalui Surabaya Single Window (SSW) Alfa Di Unit Pelayanan Terpadu Satu Atap (UPTSA) Kota Surabaya Artanti, Dian Febri; Fanida, Eva Hany
Publika Vol 12 No 3 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n3.p931-944

Abstract

Efforts to modernize public service activities have become a goal for the government to reduce the phenomenon of bureaucratic pathology. Such as through the use of technology in the form of electronic government. The e-government that the Surabaya City Government is pursuing, namely licensing services, is presented in the form of the SSW Alfa website. The aim of this research is to describe and analyze the implementation of online based licensing services through SSW Alfa in the one stop integrated service unit (UPTSA) in Surabaya City. The method used is a qualitative descriptive method. The focus of this research uses the theory of electronic government success factors according to (Hafid, 2017). The research method used is descriptive with a qualitative approach. This research was conducted at UPTSA Surabaya City using observation, interview and documentation techniques. This research uses narrative analysis techniques including data collection, data reduction, data presentation and drawing conclusion. The research results show that the application of SSW Alfa operates well, making it easier for applicants to apply for permits. However there are still several problems that need to be fixed, such as an error on the website server so that the proposed service experiences delays in processing files, as well as the use of double website servers to accomodate files that cannot be uploaded via SSW Alfa. Based on the research results, the suggestions given are 1) Surabaya City Diskominfo needs to improve the system so that it is able to accommodate all files via SSW Alfa, 2) Surabaya City DPMPTSP needs to integrate permit services so as not to use multiple systems, 3) Technical Regional Apparatus needs to make adjustments so that processing is systemized through SSW Alfa.
KAJIAN DAMPAK LAYANAN PEMADAMAN GRATIS UNTUK MENGUKUR EFEKTIVITAS PROGRAM ROTI 7 LAPIS (RESPONSE TIME 7 MENIT LAYANAN PEMADAMAN GRATIS) DI DINAS PEMADAM KEBAKARAN DAN PENYELAMATAN KOTA SURABAYA Prayogo, Arsy Nesya; Fanida, Eva Hany
Publika Vol 12 No 3 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n3.p945-956

Abstract

Program Roti 7 Lapis (Response Time 7 Menit Layanan Pemadaman Gratis) bertujuan untuk mengurangi statistik kerugian kebakaran dengan menggunakan percepatan waktu tanggap jadi tujuh menit yang diselenggarakan oleh petugas pemadam kebakaran. Namun dalam penyelenggaraannya terbisa beberapa kendala yang bisa menghambat jalannya program. Dengan demikian, dilaksanakan penelitian ini yang bertujuan untuk menganalisis efektivitas Program Roti 7 Lapis (Response Time 7 Menit Layanan Pemadaman Gratis) di Dinas Pemadam Kebakaran dan Penyelamatan Kota Surabaya. Penelitian ini menggunakan metode penelitian deskriptif kualitatif. Teori yang digunakan yaitu teori efektivitas program menurut Annas (2017) yang mempunyai tujuh indikator, yaitu ketepatan waktu, sumber daya manusia yang mengelola program, mekanisme kerja yang baik, kerja sama dan komunikasi antar tim, penyaluran dana yang benar, tidak adanya penyimpangan serta monitoring dan evaluasi. Data penelitian dibisakan melalui observasi, dokumentasi dan wawancara. Hasil penelitian menunjukkan bahwa Program Roti 7 Lapis (Response Time 7 Menit Layanan Pemadaman Gratis) di Dinas Pemadam Kebakaran dan Penyelamatan Kota Surabaya sudah dilaksanakan dengan efektif. Namun masih terbisa kendala yang berpotensi untuk menghambat waktu tanggap tujuh menit, maka dari itu saran yang bisa diberikan peneliti untuk mengoptimalkan efektivitas Program Roti 7 Lapis yaitu dengan melakukan mentoring kepada masyarakat melalui telepon 112 untuk melakukan penanganan pertama sewaktu petugas pemadam kebakaran dalam perjalanan menuju lokasi. Selain itu, pendidikan dan pelatihan petugas pemadam kebakaran bisa dijadwalkan lebih rutin secara mandiri untuk mengasah keahlian dan keterampilan petugas pemadam kebakaran. Kata Kunci: Efektivitas Program, Program Roti 7 Lapis, Pemadam Kebakaran
Co-Authors A'ini, Binthi Nur Abdillah, Dicky Candra Aini, Fitri Nur Aliy, Adhim Lathif Andio, Raffa Weybi Anindya, Naurah Tsani Artanti, Dian Febri Asa Handsant, Farah Fatima Aulia, Salsabila Safira Bambang Sigit Widodo Dalilah, Camilla Deby Febriyan Eprilianto Dewantari, Dewantari Dwi Iswahyudi, Sultan Ahmad Fadilla, Anisa Nur Fauzi, Agus Machfud Fitrie, Revienda Anita FITROTUN NISWAH Funuha, Ikhfananfalul Galih Wahyu Pradana Girsang, Kevin Crhistoper Hakim, Fathan Adrean Hamas, Halimahtus Sadiyah Putri Handayani, Avita Harmanto Harmanto Haweningrum, Widya Herman, Berlinda Shilvana Hikmiyah, Maslachatul Hilmi, Ahmad Nizar INDAH PRABAWATI Indrawati, Tri Mei Kumalasari, Nadya Intan Lukmawati, Rizka Wahyu M, Meirinawati Maharani, Della Sabrina Maharani, Delviga Septiyan Maharani, Metha Maruf, Muhammad Farid May, Ingla Pamella Aulia Ma’ruf, Muhammad Farid Megawati, Suci MEIRINAWATI Meirinawati Meirinawati, Meirinawati Melda Fadiyah Hidayat, Melda Fadiyah Nourmanita, Neny Ayu Noviana, Nabella Artha Dwi Nuansa Bayu Segara Octaverina, Shelina Rintan Oktariyanda, Trenda Aktiva Prastiyono, Hendri Prayogo, Arsy Nesya Putri, Aurelia Patricia Rahma, Evanda Arsinta Ramadhani, Intan Putri Ramdhani, Ilham Ratri, Wara Mustika Pudyaning Romadhon, Akbar Kurnia Safarah, Aidii Samudra, AR. Agusta Sari, Putri Indah Septianingrum, Ika Putri Kumalasari Shafira, Katerina Taqwa, Muhammad Decavarya Amarobit Tiaranita, Nasywa Rahmadhanty Wafa’, Naufal Syaraful Wulandari, Elen Ayu Yulika, Ikhlima Rahma Yustanika, Nuarsada