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All Journal SIMBOL : Jurnal Administrasi Publik dan Pemerintahan TOFEDU: The Future of Education Journal
Dermawan, M Ariy
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Arts Education Environmental Science Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Inovasi Pelayanan Publik E-KTP Keliling Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Sumbawa Sagita, Suci Syafti Sagita; Saleh, Amin; Dermawan, M Ariy
Jurnal Administrasi Publik dan Pemerintahan Vol. 4 No. 2 (2025): Jurnal Ilmu Administrasi Publik dan Pemerintahan
Publisher : LPPM STISIP IMAM BONJOL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55850/simbol.v4i2.258

Abstract

Public service innovation has become a strategic step to enhance the quality and reach of government services, particularly in the field of population administration. This study examines the E-KTP Mobile Service innovation through the Jago Desa program implemented by the Department of Population and Civil Registration of Sumbawa Regency, aimed at addressing geographical challenges and the low accessibility of population documents. The purpose of this research is to analyze the effectiveness, sustainability, as well as supporting and inhibiting factors of the program's implementation. This study employs a descriptive qualitative approach with data collected through observation, in-depth interviews, and documentation. The findings show that Jago Desa is effective in directly reaching communities through a proactive service model (stelsel aktif), supported by two dedicated service teams. The uniqueness of this program lies in its culturally rooted naming and integrated on-site printing services, which had never been implemented before. It has positively impacted the increase in E-KTP coverage, the validity of population data, and public satisfaction with civil registration services. The program also demonstrates high replication potential, supported by repeated requests from local governments and its alignment with national innovation policies. Despite challenges such as limited operational facilities and difficult geographical conditions, Jago Desa is overall recognized as an effective, adaptive, and sustainable public service innovation
The Effectiveness of Digital Application-Based Public Services (NTB Care and Lapor) at the Department of Communication, Informatics, and Statistics of the Province of West Nusa Tenggara Sulfardin, Sulfardin; Widayat, Rossi Maunofa; Dermawan, M Ariy
The Future of Education Journal Vol 5 No 1 (2026): #2 IN PROGRESS
Publisher : Lembaga Penerbitan dan Publikasi Ilmiah Yayasan Pendidikan Tumpuan Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61445/tofedu.v5i1.1455

Abstract

The development of information technology has prompted the government to improve the quality of public services through the use of digital systems. The Provincial Government of West Nusa Tenggara (NTB) developed the NTB Care application and integrated it with SP4N–LAPOR as a platform for managing public aspirations and complaints transparently. This study aims to assess the effectiveness of public services based on the NTB Care and LAPOR applications at the Department of Communication, Informatics, and Statistics of NTB Province, using the policy implementation theory by Van Meter and Van Horn. The research method employed is qualitative descriptive through interviews, observations, and documentation. The results show that the implementation of NTB Care and LAPOR applications has been effective in improving service accessibility, accelerating the follow-up process of complaints, and enhancing transparency and public participation. However, challenges were still found in terms of the equity of network infrastructure, digital literacy of the public, and the limited capacity of service management personnel. This study aligns with the findings of six previous studies regarding the importance of regulatory support, human resources readiness, and technological infrastructure in supporting the success of digital services.
Co-Authors Amin Saleh, Amin Rossi Maunofa Widayat Sagita, Suci Syafti Sagita Sulfardin, Sulfardin