Oktari, Elfingki Masvi (2025) Inovasi Pelayanan Publik Menuju Smart City Madani (Studi Pelayanan Pembuatan E-KTP di Mal Pelayanan Publik Kota Pekanbaru). Masters thesis, Universitas Islam Riau.

Text skripsi_227121009_watermark.pdf - Submitted Version Restricted to Registered users only Download (6MB) | Request a copy

Abstract

ne of the efforts to realize smart government in the service sector that has been created by the Pekanbaru City Government is the Public Service Mall, one of which is the service for managing population affairs. The Pekanbaru City Government has set service standards in managing e-ID cards through the Population and Civil Registration Service. Where in managing e-ID cards, the service standards used refer to the provisions that have been set. It is very much realized that the implementation of Electronic ID cards will actually experience many obstacles, besides being a new innovation, it is also because of the lack of public knowledge in obtaining information so that their enthusiasm is increasing to manage e-ID cards. The purpose of this study is to analyze Public Service Innovation Towards Smart City Madani (Study of Public Service Mall Office of Pekanbaru City) and its obstacles. The method used is descriptive and qualitative method; informants in this study were the Head of Population and Civil Registration Office of Siak Regency, Head of Civil Registration Division, employees and the community who take care of e-KTP. Data collection techniques were observation and interviews and data analysis were descriptive and qualitative. This study concludes that Public Service Innovation Towards Smart City Madani (Study of Public Service Mall Office of Pekanbaru City) is concluded to be less than optimal, it is known that there are still employees who are not optimal in serving the community, so that the community obtains information related to the management of e-KTP then employees have not been able to provide a guarantee of the completion time of E-KTP according to the standards set. The inhibiting factors in the Implementation of KTP-el management services include the lack of human resources who have expertise in the field of websitebased information technology and the limited office facilities and infrastructure such as the lack of photocopiers and computers.

Actions (login required)

View Item