| dc.description.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. | en_US |
