Innovation Patterns of Local Government in Handling Community Complaints Based on Information Systems (Comparative study in Kota Surabaya and Kabupaten Banyuwangi)

Abstract

The development of information and communication technology has brought about a change in mindset and public perception related to the implementation of public services carried out by government officials. This can be seen from the emergence of various types of services carried out by the government to be able to provide a new innovation in the provision of public services so as not to provide difficult access for service users. On the other hand, various complaints problems in the field of public services exist in several types of services, including civil administration and civil service administration, licensing services, the death of street lights, flood problems, garbage problems, development problems and other problems that still occur around the government area. The community often has difficulty in conveying complaints or aspirations, in the form of criticism, suggestions, and input to the relevant government agencies in providing services. The system of public complaints that is less efficient, causes further effects that cannot be avoided, such as increasing pollution, inefficient time, high costs, and still using manual systems. These problems caused a communication gap between the government and the community.

Kolaborasi dan E-Literacy: Kunci Keberhasilan Inovasi E-Government Pemerintah Daerah

“…Faktor penghambat yang dapat mempengaruhi kualitas inovasi e-government, khususnya kualitas informasi dari website di antaranya adalah aspek kepemimpinan, infrastruktur jaringan informasi, manajemen informasi, lingkungan bisnis (swasta), sumber daya manusia, dan masyarakat (Sitokdana, 2019: 239-240). Faktor yang berpengaruh terhadap hambatan dalam pengembangan inovasi e-government adalah lemahnya kepemimpinan, kurangnya sumber daya manusia, kesenjangan digital, kurangnya koordinasi, dan lemahnya manajemen (Novita, 2014: 46 (Widodo, 2019: 163)  Kendala jaringan teknis  Kurangnya sosialisasi di masyarakat Banyuwangi  Pemda ter-inovasi se Indonesia (Fanani, 2019: 1)  Paradigma "Sunrise of Java" (Fikri, 2017: 333) Banyuwangi (Widodo, 2019: (Rukmananda, 2017: 1), (Fanani, 2019: 1), (Fikri, 2017: 333), (Badan Pusat Statistik (BPS), 2019b: 56), (Marsaoly, 2019: 1), (Badan Pusat Statistik (BPS), 2019a: 60), (Widodo, 2019: 163), (Badan Pusat Statistik (BPS), 2019b: 7-8), (Anonim, 2019b: 1), (Anonim, 2019a: 1) Pada Tabel 2 di atas, merupakan kondisi SWOT yang terjadi pada empat unit analisis saat ini, yaitu Pemkot Surabaya, Pemkab Banyuwangi, Pemkot Ternate, dan Pemkab Buru. Meskipun pada dua unit analisis, yaitu Pemkot Surabaya dan Pemkab Banyuwangi termasuk dua Pemerintah Daerah yang tergolong berhasil dalam pelaksanaan e-government dan inovasinya, keduanya juga masih memiliki beberapa ancaman dan kelemahan yang bisa menghambat pelaksanaan e-government.…”

The Landscape of Inclusive Public Service Innovation in Indonesian Local Government

“…Inclusive innovations in the health service sector receive greater attention from local governments compared to other sectors such as education, administration, economy, and social [12]. Inclusive health sector services appear to be a priority for many local governments.…”

“…Inclusive innovation is defined as a new way to improve the lives of people in need [9], and it should have an impact on the poor and marginalized groups [10]. The study of innovation patterns in the Indonesian context is still quite limited, such as comparisons between regions in certain types of innovation [11,12], although there are studies describing the innovation in the public service in Indonesia, but it does not specifically examine inclusive innovations [13,14]. This study will fill this gap as well as identifying the real role of local governments in protecting and improving public services for all.…”

Analisis Strategi Pengembangan Rumah Khusus Dan Umum Dalam Sistem Informasi Pendataan Dan Pemantauan (Rumahku Sip) Pada Dinas Cipta Karya, Perumahan Dan Kawasan Pemukiman Kabupaten Gresik Provinsi Jawa Timur

“…Perubahan dan perkembangan tersebut memang merupakan peluang yang sangat bsar bagi masyarakat untuk berpartisipasi dalam proses pembangunan dengan memberikan aspirasinya mengenai penyelenggaraan pemerintahan. Selain itu, perkembangan teknologi infomasi dan komunikasi telah membuka peluang akses, pengelolaan, dan pemanfaatan informasi berkapasitas besar secara cepat dan akurat (Widodo, 2019).…”