Inovasi Pelayanan Pengaduan Masyarakat Call Center 112 Sebagai Wadah Pengaduan Darurat Di Kabupaten Sidoarjo
DOI:
https://doi.org/10.31764/jiap.v11i2.14647Keywords:
Inovation, Public Service, Call Center 112Abstract
Society will always expect the government to provide quality public services.. Providing access to complaints is one of the efforts to improve public services that can be, so public can submit their complaints regarding the services received. The Government of Sidoarjo Regency is seeking to provide maximum service by launching the Call Center 112 emergency complaint forum, which was launched on June 20, 2022. The purpose of this research is to identify and describe the Call Center 112 public complaint service innovation as an emergency complaint forum in Sidoarjo Regency. The type of research used is qualitative with a descriptive approach. The results of the study show that: 1) Relative Advantage: Call Center 112 Innovation has provided benefits for the community to submit complaints. 2) Compatibility: Call Center 112's innovation complies with regulations, community requirements, and previous complaint forums. 3) Complexity. Call Center 112 is said to be quite complicated in technical reporting and operating procedures. 4) Triability. Call Center 112 has passed the trial stage. 5) Observability: Call Center 112 is easy for OPD to observe, but there is still a lack information on the progress of complaints.References
Annisa Shodiqien, A. F. (2018). Inovasi Pelayanan Publik Melalui Command Center 112 Dalam Menangani Pengaduan Masyarakat Di Badan Penanggulangan Bencana dan Perlindungan Masyarakat (BPB LINMAS) Kota Surabaya. Jurnal Kebijakan Dan Manajemen Publik, 6(1), 1–13. https://www.neliti.com/id/publications/223044/pemanfaatan-media-center-dalam-pelayanan-publik-sebagai-upaya-mewujudkan-surabay#cite
Creswell, J. W. (2019). Research Design Pendekatan Metode Kualitatif, Kuantitatif, Dan Campuran. Pustaka Pelajar.
Fajrianti, S. P. (2021). Aplikasi Simponie sebagai Inovasi Pelayanan Publik untuk Meningkatkan Kualitas Pelayanan Perizinan di Kota Tangerang Selatan. Epistemik: Indonesian Journal of Social and …, 2(1), 13–26. https://journal.epistemikpress.id/index.php/Epistemik/article/view/45%0Ahttps://journal.epistemikpress.id/index.php/Epistemik/article/download/45/36
Firdaus, & Lawati, S. (2020). Keterjangkauan Informasi dalam Pelayanan Publik. Journal PPS UNISTI, 2(1), 1–7. https://doi.org/10.48093/jiask.v2i1.14
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (Edition 3). SAGE.
Musa. (2019). Inovasi layanan ( studi kasus call centre jakarta siaga 119 sebagai layanan darurat pada pemerintah provinsi dki jakarta. Annual Scientific Meeting on Disaster Research 2019 Inovasi, 1(April), 214–223. file:///C:/Users/USER/Downloads/Inovasi_Layanan_Studi_Kasus_Call_Centre.pdf
Peraturan Bupati Sidoarjo Nomor 72 Tahun 2022 Tentang Penyelenggaraan Layanan Nomor Tunggal Panggilan Darurat 112 Di Kabupaten Sidoarjo, (2022).
Perman PAN & RB No. 30 Tahun 2014 Tentang Pedoman Inovasi Pelayanan Publik, (2014).
Ramadhani, S. E. (2022). Inovasi Pelayanan Pengaduan Masyarakat Melalui Aplikasi Wargaku Berbasis Android di Dinas Komunikasi dan Informatika Kota Surabaya. UPN Veteran Jawa Timur.
Rohayatin, T., Warsito, T., Pribadi, U., Nurmandi, A., Kumorotmo, W., & -, S. (2018). Faktor Penyebab Belum Optimalnya Kualitas Penyelenggaraan Pelayanan Publik Dalam Birokrasi Pemerintahan. Jurnal Caraka Prabu, 1(01), 22–36. https://doi.org/10.36859/jcp.v1i01.50
Setiawati, N. A. (2018). Koordinasi Antar Instansi Dalam Inovasi Layanan Pengaduan Darurat Command Center 112 Di Kota Surabaya. Kebijakan Dan Manajemen Publik, 6(1), 1–11.
Suwarno, Y. (2008). Inovasi di Sektor Publik. In STIA-LAN Press.
Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 Tentang Pelayanan Publik, (2009).
Downloads
Published
Issue
Section
License
JIAP (Jurnal Ilmu Administrasi Publik) is licensed under the Creative Commons Attribution-ShareAlike 4.0 International License.
Copyright articles published in JIAP (Jurnal Ilmu Administrasi Publik) is the author's right without limitation.
