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All Journal Jurnal Ilmiah Wahana Bhakti Praja Jurnal Kebijakan Pemerintahan
Ani Yuni Setyowati
Universitas Airlangga
Environmental Science Social Sciences

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DARI TEKNOLOGI KE KEADILAN: MENGKAJI PENGALAMAN PENGGUNA SIPRAJA DAN DIGIPAY DALAM INOVASI PELAYANAN PUBLIK Faradina Selsa Putri; Ani Yuni Setyowati; Akhmad Irham Faujik
Jurnal Kebijakan Pemerintahan Jurnal Kebijakan Pemerintahan Volume 8 Nomor 1 Tahun 2025
Publisher : Fakultas Politik Pemerintahan IPDN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33701/jkp.v8i1.5408

Abstract

Public service innovations, such as SIPRAJA and DigiPay, have become one of the government's strategies to improve service efficiency by adapting to technological developments. This research is a systematic literature study that analyzes and interprets findings from previous qualitative research through a phenomenological lens to understand users' experiences in public services.The results of the analysis have revealed that public service innovations have increased the accessibility and efficiency of public services for the community, although gaps hamper them in digital literacy and infrastructure. This leads to varying levels of community satisfaction and perceptions of justice. Some people are satisfied and find it easy to access services, while others feel the opposite due to a less inclusive design that causes a sense of injustice. In terms of community participation in public service innovation, it is still consultative and has not yet reached a collaborative level. This research highlights the need for service design based on co-creation, digital literacy training, and infrastructure equity to achieve equity of access and satisfaction for communities. This research also highlights the importance of user experience-based evaluation in the digital transformation of public services, emphasizing that public innovation cannot be separated from citizens' subjective experience.   Keywords: Phenomenological approach, Public service innovation
Ketahanan Jaringan Transportasi Publik Surabaya: Redundansi Rute, Fragmentasi Tata Kelola, dan Tekanan Digital Publik dalam Fenomena “Jumat Horor” ani yuni Setyowati
Jurnal Ilmiah Wahana Bhakti Praja Vol 16 No 1 (2026)
Publisher : Lembaga Penelitian IPDN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33701/jiwbp.v16i1.6324

Abstract

Surabaya's congestion in the "Friday of Horror" phenomenon dismantles the fundamental constraint of city mobility, namely the zero redundancy of the network. Public transportation is stuck rigidly in arterial corridors with no alternative routes. This research evaluates how the weaknesses of the route design collide with the stuttering of institutions responding to citizens' digital protests. Through an exploratory qualitative approach, data were dissected from two fronts: netnography of 855 comments on @tfsurabaya advocacy accounts, then cross-validated with in-depth interviews of 50 regular commuters (N1-N50). Thefindings of the study show the limitations of policy assumptions that have been oriented towards increasing capacity. All informants proved systemic redundancy failure, namely large capacity buses automatically paralyzed when the main road is blocked. The architecture of the route is too linear.  WiraWiri's fleet of feeders, which was designed to be agile, actually rotated back to the center of the congestion. Institutionally, the fragmentation of authority between the City Government, the Provincial Government, and KAI triggers an artificial service response. Authorities fail to read digital vigilantism as a demand for real accountability, and still treat it as a random complaint. Fleet additions without changes in network structure have the potential to result in limited effectiveness. Surabaya urges the activation of emergency routes across second-class roads, a total overhaul of bus stop priorities, and the establishment of the Greater Surabaya Transportation Authority to cut the sectoral impasse.
Co-Authors Akhmad Irham Faujik Faradina Selsa Putri