Inovasi Pelayanan Sektor Publik Di Mall Pelayanan Publik Kota Pekanbaru

Sari, Yuni Purnama (2021) Inovasi Pelayanan Sektor Publik Di Mall Pelayanan Publik Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Pekanbaru City, Riau Province, through its innovation in public services, inaugurated the Public Service Mall. Through the speed and facilities of this service, it indicates the government's strong commitment in developing the region. By studying the innovations of service providers in Pekanbaru City, Riau Province, later soluti ons and innovations can be found that can be input for other regions to improve their services to the community. As we know, so far there are still many shortcomings from public service providers that there are several problems in public services. Among th em, there are still a few agencies that are required to provide services with standard operating procedures, and there is clarity. There are still several agencies in charge and service providers who still do not have SOPs in the form of clear flows and pr ocedures in providing services. The purpose of this study is to analyze and explain innovation in public services at the Pekanbaru City Public Service Mall and its inhibiting factors. The research method used is descriptive quantitative method with data co llection through interviews, observations, questionnaires and documentation. The population and samples in this study were the Head of the DPNTSP service, the Head of the General Section, the Head of the Program, Agencies and Community who performed servic es as many as 57 people. The results of the study are that the implementation of public service innovations at the Pekanbaru City Public Service Mall has been going well, it can be seen from the results of the service received by the community is good, peo ple who visit the Pekanbaru City Public Service Mall get convenience when receiving public services at the Public Service Mall Pekanbaru City. The supporting factors for the implementation of the Pekanbaru City Public Service Mall also get full support fro m the Ministry of Administrative Reform Bureaucratic Reform, support from the Pekanbaru City Government, smooth financial factors, good electricity network installation, and internet network speed. The Covid - 19 pandemic affected the activities of the Pekan baru City Public Service Mall, when the pandemic hit the Public Service Mall once provided services only online, reduced working hours, and reduced the quota of services received at the Pekanbaru City Public Service Mall.

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