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Implementation of the Malang Mbois App as a Super-App Innovation for Enhancing Public Service Effectiveness Imas Rostika; Ika Devy Pramudiana; Nihayatus Sholichah; Widyawati Widyawati
Indonesian Journal of Innovation Multidisipliner Research Vol. 2 No. 4 (2024): Oktober - Desember
Publisher : Institute of Advanced Knowledge and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijim.v2i4.256

This study examines the implementation of the Malang Mbois app as a super-app innovation aimed at enhancing the effectiveness of public services in the city of Malang. The purpose of this research is to evaluate the extent to which the Malang Mbois app can meet expectations in improving public service efficiency and to identify the factors contributing to its success and the obstacles encountered in its implementation. A qualitative research method was employed, with data obtained from interviews with service users, city government stakeholders, and an analysis of the digital footprint of the app in daily operations. Diffusion of innovations theory served as the theoretical foundation to assess the five main characteristics of innovation: relative advantage, compatibility, complexity, trialability, and observability, all identified as key factors influencing the adoption rate of the Malang Mbois app. The findings indicate that the Malang Mbois app has successfully increased the effectiveness of public services, with 80% of users reporting enhanced satisfaction due to greater efficiency and transparency in services. Direct observation of the app demonstrated a significant reduction in the average waiting time from several weeks to just a few days for administrative processes such as business licensing. The study also identified several challenges, including the need for enhanced security infrastructure and training programs to improve digital literacy among users unfamiliar with technology. Based on these findings, it is recommended that the Malang city government intensifies efforts to integrate data, expand digital education programs, and strengthen the security of the app to support broader and sustained adoption of the Malang Mbois app. Implementing these recommendations can help address existing challenges and maximize the potential of the Malang Mbois app as an effective public service tool.

Implementation of the Malang Mbois App as a Super-App Innovation for Enhancing Public Service Effectiveness Imas Rostika; Ika Devy Pramudiana; Nihayatus Sholichah; Widyawati Widyawati
Indonesian Journal of Innovation Multidisipliner Research Vol. 2 No. 4 (2024): Oktober - Desember
Publisher : Institute of Advanced Knowledge and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijim.v2i4.256

This study examines the implementation of the Malang Mbois app as a super-app innovation aimed at enhancing the effectiveness of public services in the city of Malang. The purpose of this research is to evaluate the extent to which the Malang Mbois app can meet expectations in improving public service efficiency and to identify the factors contributing to its success and the obstacles encountered in its implementation. A qualitative research method was employed, with data obtained from interviews with service users, city government stakeholders, and an analysis of the digital footprint of the app in daily operations. Diffusion of innovations theory served as the theoretical foundation to assess the five main characteristics of innovation: relative advantage, compatibility, complexity, trialability, and observability, all identified as key factors influencing the adoption rate of the Malang Mbois app. The findings indicate that the Malang Mbois app has successfully increased the effectiveness of public services, with 80% of users reporting enhanced satisfaction due to greater efficiency and transparency in services. Direct observation of the app demonstrated a significant reduction in the average waiting time from several weeks to just a few days for administrative processes such as business licensing. The study also identified several challenges, including the need for enhanced security infrastructure and training programs to improve digital literacy among users unfamiliar with technology. Based on these findings, it is recommended that the Malang city government intensifies efforts to integrate data, expand digital education programs, and strengthen the security of the app to support broader and sustained adoption of the Malang Mbois app. Implementing these recommendations can help address existing challenges and maximize the potential of the Malang Mbois app as an effective public service tool.

UTILIZATION OF ONLINE QUEUE SYSTEM TECHNOLOGY TO IMPROVE PUBLIC SERVICE MANAGEMENT EFFICIENCY AT CLASS I IMMIGRATION OFFICE TPI SURABAYA Faqim Adinul Falah; Fedianty Augustinah; Sapto Pramono; Widyawati Widyawati
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12180

This research focuses on the utilization of Online Queue Systems to enhance the efficiency of public service management at the Immigration Office Class I TPI Surabaya. The implementation of this system is expected to address various issues related to conventional queues, such as long waiting times and customer discomfort. However, there are several aspects that still need to be examined, considering that the success of a public service system highly depends on effective queue management, procedure quality, and the readiness of personnel and supporting policies. The aim of this research is to analyze the impact of the Online Queue System on service quality and efficiency, identify existing challenges, and provide recommendations for system optimization. The research method used in this study is qualitative, with data collection conducted through direct observation, interviews, and document analysis related to the queue system at the immigration office. The findings show that the implementation of the Online Queue System has improved the efficiency and quality of public services, with public satisfaction reaching around 70%. Nonetheless, there is a need for further improvement in several aspects, such as queue management, information transparency, and waiting time. Additionally, technical readiness and supporting policies remain critical concerns, as there is still room to enhance personnel capacity and optimize policies to make the system more effective. The conclusion of this research emphasizes that while the Online Queue System has had a positive impact, several aspects still require attention and improvement to achieve higher efficiency. This research recommends several strategic steps, including increasing system capacity to handle surges in applicants, developing policies to support system operations, providing technical training for personnel, and conducting wider outreach to the public.

POLICY IMPLEMENTATION OF IMMIGRATION CLASS 1 TPI SURABAYA IN MONITORING FOREIGN NATIONALS FOR RESIDENCE PERMIT VIOLATIONS ON VISITOR VISA SUBJECTS FROM 2019-2022POLICY IMPLEMENTATION OF IMMIGRATION CLASS 1 TPI SURABAYA IN MONITORING FOREIGN NATIONALS FOR RESIDENCE PERMIT VIOLATIONS ON VISITOR VISA SUBJECTS FROM 2019-2022 Fadhlan Ginting S; Fedianty Augustinah; Widyawati Widyawati; Sri Kamariyah
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12181

This research examines the implementation of the residency permit monitoring policy by Immigration Class 1 TPI Surabaya regarding violations of residency permits for visit visa subjects during the period of 2019-2022. The policy aims to enforce regulations concerning the presence of foreign nationals in Indonesia. However, its implementation faces various challenges, particularly in terms of communication, bureaucratic structure, resources, and the disposition or attitude of policy implementers. This study aims to evaluate the effectiveness of the policy and identify areas requiring improvement to enhance monitoring performance. This study employs a qualitative method with a descriptive approach. Data were collected through in-depth interviews with officers from Immigration Class 1 TPI Surabaya and an analysis of documents related to the policy and its implementation. The findings reveal that the effectiveness of inter-unit communication in conveying policy information only reaches 75%, leading to delays in information dissemination and field coordination. Additionally, a rigid and inefficient bureaucratic structure causes 70% of monitoring processes to experience obstacles. Resource limitations, both in terms of personnel and technological facilities, also hinder implementation, with only 65% of required resources available. The implementers' disposition, achieving only about 68%, indicates a lack of commitment and consistency in executing the policy. The conclusion of this research is that the implementation of the residency permit monitoring policy at Immigration Class 1 TPI Surabaya requires significant improvements in communication, bureaucratic structure, resources, and implementers' disposition. Recommendations include increasing personnel numbers, updating monitoring technology, and conducting regular training to enhance the attitude and competence of policy implementers.

Peran Fasilitator Puspaga dalam Pelaksanaan Sosialisasi Parenting dan Sekolah Orang Tua Hebat (SOTH) di DP3APPKB Kota Surabaya Alifatul Reniwati Zumroh; Sri Kamariyah; Nihayatus Sholichah; Kristyan Dwijosusilo; Widyawati Widyawati; Zainal Fatah; Dandi Patrija Wirawan
Abdimas Indonesian Journal Vol. 6 No. 1 (2026)
Publisher : Civiliza Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59525/aij.1352

Child parenting is a crucial aspect in supporting optimal child development; however, it continues to face various challenges, including limited parental knowledge, low family communication skills, and the persistence of violence against children. The Surabaya City Government, in collaboration with the National Population and Family Planning Board (BKKBN), initiated the Sekolah Orang Tua Hebat (SOTH) Program as a family-based educational intervention implemented through the Pusat Pembelajaran Keluarga (PUSPAGA) services. This community service article aims to describe the role of PUSPAGA facilitators in the implementation of parenting socialization and the SOTH Program at DP3APPKB Surabaya City, particularly through the involvement of students from the Certified Internship and Independent Study Program (MSIB) Batch 5 at the neighborhood (Balai RW) level in Margorejo Sub-district. A participatory approach was employed by directly involving students in socialization activities and educational assistance within the community. The results indicate an improvement in parents’ understanding and awareness of positive parenting practices, effective family communication, and the prevention of child and adolescent issues. Furthermore, the involvement of MSIB students strengthened the role of PUSPAGA facilitators as a bridge between government policies and community needs at the local level.

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