ANALISIS INOVASI LAYANAN BERBASIS WEBSITE SIPENTOLMANIS (SISTEM PELAYANAN TERPADU ONLINE KECAMATAN JETIS) DI KABUPATEN MOJOKERTO - Arthamevia, Valencya; Oktariyanda, Trenda Aktiva (Universitas Negeri Surabaya, 2023)
The urgency of public service quality in Indonesia is increasing and has become the main focus for improvement. The innovation of SIPENTOLMANIS (Sistem Pelayanan Terpadu Online Kecamatan Jetis) website-based services was created by Jetis District to bring services closer for community by facilitating online administrative processes without visit the district office. However, a problem was found regarding the widespread lack of awareness among the community about the existence of SIPENTOLMANIS innovation. As a result, people often experience confusion when trying to request services because they are unaware of the new procedures for the online service. Therefore, this study aims to analyze and describe the implementation of the website-based service innovation SIPENTOLMANIS (Sistem Pelayanan Terpadu Online Kecamatan Jetis) in Mojokerto Regency. The research used a descriptive research with a qualitative approach. The research focused on the theory of public sector innovation attributes by Halvorsen (2005) consisting of four indicators: technology procurement, technology development, bureaucracy and organizational reform, and new policies. Data collection techniques included observation, interviews, and documentation. The result of technology procurement indicator showed the implementation of the website as an integrated online service medium. Technology development indicator demonstrated the utilization of hardware and software technologies in every service process. Bureaucracy and organizational reform indicator indicated an improvement service transparency through innovations involving collaboration with village institutions, SMKN 1 Jetis, also Mojokerto District Communication and Information Office. New policies indicator highlighted the policy implementation of using the online service SIPENTOLMANIS as a change from the previous manual service method. Urgensi kualitas pelayanan publik di Indonesia semakin meningkat dan menjadi fokus utama dalam upaya perbaikan. Inovasi layanan berbasis website SIPENTOLMANIS (Sistem Pelayanan Terpadu Online Kecamatan Jetis) diciptakan oleh Kecamatan Jetis sebagai upaya untuk mendekatkan pelayanan kepada masyarakat melalui kemudahan proses pengurusan administrasi secara online tanpa harus datang ke kantor kecamatan. Namun, ditemukan permasalahan terkait masih banyaknya masyarakat yang belum mengetahui adanya inovasi SIPENTOLMANIS. Akibatnya masyarakat sering mengalami kebingungan saat hendak mengajukan permohonan layanan karena tidak mengetahui bagaimana prosedur baru dari pelayanan online tersebut. Maka dari itu, penelitian ini bertujuan untuk menganalisis dan mendeskripsikan pelaksanaan inovasi layanan berbasis website SIPENTOLMANIS (Sistem Pelayanan Terpadu Online Kecamatan Jetis) di Kabupaten Mojokerto. Jenis penelitian yang digunakan adalah penelitian deskriptif dengan pendekatan kualitatif. Fokus penelitian menggunakan teori atribut inovasi sektor publik oleh Halvorsen (2005) mencakup empat indikator meliputi, technology procurement, technology development, bureaucracy and organizational reform, dan new policies. Teknik pengumpulan data melalui metode observasi, wawancara, dan dokumentasi. Hasil penelitian pada indikator technology procurement menunjukkan adanya pengadaan website sebagai media pelayanan tepadu online. Indikator technology development, menunjukkan adanya penerapan teknologi hardware dan software dalam setiap proses pelayanan. Indikator bureaucracy and organizational reform, menunjukkan adanya peningkatan transparansi pelayanan melalui inovasi yang turut melibatkan kerja sama dengan perangkat desa, SMKN 1 Jetis dan Diskominfo Kabupaten Mojokerto. Indikator new policies menunjukkan berlakunya kebijakan untuk menggunakan pelayanan online SIPENTOLMANIS sebagai perubahan dari metode pelayanan manual sebelumnya.