Inovasi Pelayanan Publik Melalui Aplikasi Layanan Tunggu (LAGU) oleh Dinas Kependudukan dan Pencatatan Sipil Kota Pekanbaru

Abstract

Public service is one of the activities carried out by an agency to provide convenience to the public. Thus the government is required to make breakthroughs in improving services and in providing convenience in services and one of the ways is by innovating services. Due to the existence of service innovation, it is hoped that it can respond quickly to public needs. Based on Mayor Regulation Number 107 of 2021 concerning Electronic-Based Service Systems at the Pekanbaru City Population and Civil Registration Office, so that it innovates by bringing up the Waiting Service application (LAGU). The Waiting Service (LAGU) is one of the innovations in providing lost, damaged, and urgently needed KTP services. The purpose of this study was to find out public service innovation through the Waiting Service application (LAGU) by the Pekanbaru City Population and Civil Registration Service. The research method used in this research is descriptive research with a qualitative approach. Data collection was carried out through interviews, observation, documentation and literature study. The informants in this study consisted of 7 namely the Head of Data Utilization and Service Innovation, Head of Service Innovation Section, Media and IT Coordinator, Programmer and IT Sector, Waiting Service Operator (LAGU), Waiting Service Admin (LAGU) and the public. The results of this study conclude that service innovation through the LAGU application by the Pekanbaru City Disdukcapil can be seen from the relative advantage indicator, namely it greatly facilitates the community even though there are still pros and cons in the community in its us. Compatibility indicator that LAGU can create a smart city in Pekanbaru City, with a clear service flow, and its use is free of charge (free). The Complexity indicator shows that the problems that occur in the LAGU application are server, network and limited blanks. Triability indicator that LAGU has gone through a trial period. Observability indicator that LAGU is observed from all sides, such as the community satisfaction index which is seen from the service elements and has been explained. So that with service innovation through the Waiting Service application (LAGU) it can speed up and make it easier for people to obtain their KTP.