Efektivitas Inovasi Pelayanan Publik Studi Kasus Inovasi Pada Mall Pelayanan Publik Timor-Atambua Di Kabupaten Belu

FAHIK, Anggelina Rosalia (2024) Efektivitas Inovasi Pelayanan Publik Studi Kasus Inovasi Pada Mall Pelayanan Publik Timor-Atambua Di Kabupaten Belu. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This thesis is titled "The Effectiveness of Public Service Innovation: A Case Study of the Innovation at the Timor-Atambua Public Service Mall in Belu Regency." The research problem formulated in this thesis is: How effective is the public service innovation at the Timor-Atambua Public Service Mall in Belu Regency? The theories used by the researcher to address the research problem are effectiveness and public service innovation. This study employs a qualitative descriptive method. The primary data sources are informants, while secondary data are documents related to the research variables. Data collection techniques include interviews, observations, and documentation. The data analysis stage involves data reduction, data presentation, and conclusion drawing, followed by a qualitative descriptive analysis. The research results show that: (1). The achievement of objectives, specifically the time taken to complete permits at the Timor-Atambua Public Service Mall in Belu Regency, is very good, taking only 12 to 70 minutes, and it provides ease for the public and businesses in accessing permit services through e-Government applications such as OSS, SIMBG, and SICANTIK. (2).Integration in terms of systems, mechanisms, and procedures at the Timor-Atambua Public Service Mall includes 217 services from 26 agencies, with details of 12 vertical agencies and 14 regional organizations of Belu Regency, all integrated into one building and following 7 stages through the sicantik.go.id system. (3). Adaptation in the form of permit services at the Timor-Atambua Public Service Mall in Belu Regency has been running well. This is evident from the minimal number of complaints, despite the availability of offline and online complaint boxes, as well as through telephone, SMS, WhatsApp at 082146365595, email at dpmptpengaduan1@gmail.com, the website http://ptmptsp.belukab.go.id, and the online application "SI PELANGI," as mandated by Presidential Regulation No. 76 of 2013 on Public Service Complaint Management. Based on the above analysis, the author concludes that the effectiveness of public service innovation at the Timor-Atambua Public Service Mall in Belu Regency has been well-implemented. This success is attributed to the achievement of objectives, integration, and adaptation that have been effectively carried out.

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