Analisis Penerapan Agile Government Dalam Peningkatan Kualitas Pelayanan Publik Di Rumah Sakit Umum Mitra Medika Amplas

Elwendy Albert Bazamati Zebua (Fakultas Ilmu Sosial dan Ilmu Politik Universitas HKBP Nommensen Medan)
Vera A Pasaribu
Lampola Sitorus

Jurnal Ilmu Sosial dan Politik (JISPOL)
Vol. 6 No. 1 (2026): Edisi Juni 2026

This study aims to analyze the implementation of Agile Government in improving public service quality at Mitra Medika Amplas General Hospital, particularly through the use of an online queue system, Mobile JKN, and self-service registration machines. This study employed a descriptive qualitative approach with a case study design. The informants were selected using purposive sampling, consisting of a key informant, namely a service staff member, and main informants, namely patients. Data were collected throught in-dept interviews and documentation and analyzed descriptively to identify the implementation of Agile Government principles and its contribution to public service quality. The results showed that the implementation of Agile Government at Mitra Medika Amplas General Hospital has been carried out well through the application of speed, flexibility, responsiveness, adaptability, and technology-based innovation. The online queue system provides convenience for patients by allowing them to register before arriving at the hospital, accelerating administrative procesesses, reducing waiting times, and creating a more orderly service flow. The implementation of Agile Government also contributes to improve public service quality, as reflected in increased service effectiveness and efficiency, easier access, more organized service processes, and higher patient satisfaction. Supporting factors include management commitment, the availability of information technology, staff competence and responsiveness, and continuous service evaluation. Menanwhile, the main obstacle include internet connectivity problem, technical disruptions in the digital service system, and limited digital literacy among some patients. Nevertheless, these obstacles can be addressed through staff assistance and regular system improvements. Therefore, the implementation of Agile Government through service digitalization has made a significant contribution to improving public services that area faster, more effective, efficient, accessible, and oriented toward patients’ needs.