INOVASI PELAYANAN PUBLIK MELALUI APLIKASI LAYANAN TUNGGU (LAGU) OLEH DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA

Abstract

In improving services, the government should make changes by innovating services. Service innovation implemented by the government is expected to respond quickly to public needs. Based on Mayor Regulation Number 107 of 2021 concerning Electronic-Based Service Systems at the Pekanbaru City Population and Civil Registration Office, so updating by opening the Waiting Service application (LAGU). The Waiting Service (LAGU) is one of the innovations in providing lost, damaged, and urgently needed KTP services. This study uses a qualitative method in the form of data collection carried out through interviews, observation, and documentation techniques related to public service innovation through the LAGU application. This study uses innovation theory by Rogers which consists of five indicators, namely relative advantage, compability, complexity, tryability and observability. The findings from this study are that innovation is going well and can improve the quality of existing services at the Pekanbaru City Population and Civil Registration Service, although there are still some obstacles and pros and cons in the community.