Basaruddin, Basaruddin (2024) Inovasi Pelayanan Publik Go Digital Sebagai Upaya Meningkatkan Kualitas Pelayanan Pada Dinas Kependudukan Dan Catatan Sipil Kabupaten Rokan Hilir. Other thesis, Universitas Islam Riau.

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Abstract

The main problem in the innovation of Go-Digital services includes ineffective socialization, causing many people to experience difficulties in accessing services, as well as technical disruptions to the server, which disrupts the process of making Family Cards (KK) and Birth Certificates online. This study aims to determine the Go-Digital Service Innovation as an effort to improve service quality at the Department of Population and Civil Registration of Rokan Hilir Regency and the obstacles that occur. The theory used as the unit of analysis is the theory proposed by Rogers, with five indicators: Relative Advantage, Compatibility, Complexity, Trialability, and Observability. The method used is qualitative with a descriptive type. The results of this study show that in the Relative Advantage stage, the application of Go-Digital innovation in services brings significant benefits, such as time efficiency, accessibility, transparency, and cost savings. Meanwhile, in terms of Compatibility, the system demonstrates good compatibility with the previous service system through a dual system approach, where manual and digital systems operate in parallel during the transition period. From the perspective of Complexity, the Department of Population and Civil Registration of Rokan Hilir Regency has succeeded in improving service quality and efficiency by reducing complexity for users. Furthermore, in the Trialability process, the Department of Population and Civil Registration of Rokan Hilir Regency has successfully improved service quality through targeted testing and measurable quality assessments. Finally, in terms of Observability, the positive impact of this innovation is clearly visible, especially in terms of efficiency, transparency, and cost savings. Overall, the implementation of Go-Digital innovation at the Department of Population and Civil Registration of Rokan Hilir Regency brings significant benefits to public services, such as time efficiency, accessibility, transparency, and cost savings. The system is compatible with the dual system approach during the transition period, supported by employee training, community socialization, and gradual improvements, although challenges remain, such as limited infrastructure and resistance to technology.

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