KnE Social Sciences

ISSN: 2518-668X

The latest conference proceedings on humanities, arts and social sciences.

Pekan Sagu Innovation Regains the Public Service Moment of Truth

Published date: Mar 19 2024

Journal Title: KnE Social Sciences

Issue title: IAPA 2023 Annual International Conference

Pages: 522–534

DOI: 10.18502/kss.v9i7.15527

Authors:

Desita Rahayu - desitanashattar@gmail.com - https://orcid.org/0009-0009-6785-1970

Bambang Sutikno

Septi Rindawati

Faridah .

Romdana .

Abstract:

The digital era has influenced public service innovation. Many districts/cities in Indonesia use digital service innovation to overcome the maladministration problem in civil registration services, however, Seluma regency government has chosen to maintain physical moment of truth through the Pekan Sagu innovation. This innovation is in the form of increasing service hours on Saturdays and Sundays through door-todoor service. The researcher chose a qualitative paradigm in order to reveal the natural conditions of the unit of analysis with a case study design. Primary and secondary data were collected through interviews, observation, and documentation studies, with triangulation of sources, time, and methods. The research results show that Pekan Sagu has the dimensions of compatibility, complexity, trialability and observability. This innovation maintains the public service moment of truth which is actually the weak point of previous problems of public service because of maladministration. A direct in-touch service policy with an extension of service time can be a short-term solution to overcome some target groups’ problem who are not yet technologically literate, however, the government still has to educate citizens and prepare the need for digital-based services to meet the demands of long-term civil registration services.

Keywords: innovation, public service

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