scholarly journals KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCACATAN SIPIL KOTA DENPASAR DI TENGAH SITUASI PANDEMI COVID-19

2021 ◽  
pp. 61-71
Author(s):  
Ni Nyoman Ariani ◽  
Anak Agung Putu Sugiantiningsih ◽  
Moch. Noor
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Government Policies ◽  
The Public ◽  
Direct Observations ◽  
Data Collection Process ◽  
Service Standards

Many people have adapted to the situation of covid-19 outbreak including public service providers. Government policies to prevent the spread of COVID-19 have an impact on public service standards implemented by the service providers. Regarding this matter, this study was conducted to analyze the quality of the service provided by Civil Registry Office of Denpasar during covid-19 pandemic. Interviews and direct observations were carried out to collect data. In this data collection process, five questions were given to six informants at this Office. The results of this study show that any declines in terms of the quality of the public services provided by this Office are not identified.

scholarly journals Public Service in Interpersonal Communication

2019 ◽  
Vol 1 (5) ◽  
Author(s):  
Ira Lusiawati
Keyword(s):  
Interpersonal Communication ◽  
Communication Skills ◽  
Public Service ◽  
Service Provider ◽  
Public Services ◽  
Service Providers ◽  
Mutual Understanding ◽  
The Public

One important aspect in the implementation of public services is the ability of a service officer to interact and communicate with others. Communication is the most common thing in providing services. Good value whether or not a service is often seen from how the service providers in communicating with customers. For this communication skills must be owned and mastered properly by each service provider. In the implementation of public services, communication skills become one of the important aspects that will affect how effective the public services are provided and will determine how the community as a customer in responding to and imaging the funding organization. To communicate must be able to place humans in an honored position as well as public service is an effort to humanize humans (human humanization). In communication there is delivery of information and from one person to another. Communication will be good if there is mutual understanding between the sender and receiver of information so that the message conveyed is easily understood . This paper reviews the effectiveness of interpersonal communication within organizations to improve the quality of public services.

scholarly journals Urgency of the Public Services Supervision on the Regional Government Implementation

2020 ◽  
Vol 4 (2) ◽  
pp. 84-88
Author(s):  
Ida Ayu KETUT KARYANI ◽  
I Wayan PARSA
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Regional Government ◽  
Public Officials ◽  
The Public ◽  
Government Supervision ◽  
Service Sectors ◽  
The Government

This study examined the supervision of public services as stipulated in Law 25 of 2009, namely regarding public services and Law 23 of 2014 concerning regional government. Supervision carried out in the law is to give authority to each of the existing institutions or institutions, causing overlapping existing authority. Giving authority to officials will give birth to the rights and obligations to achieve the goals and intentions specified in the legislation. The rise of corruption cases occurs because of the weakness of existing supervision of government administration, especially in public services. In this case corruption will foster public distrust of public services. The form of maladministration carried out by public service providers is always associated with behavior in services performed by public officials and the norms of behavior of officials in public services. In addition, these problems are also caused by the opportunities and authority given to be abused and the low quality of public services in various service sectors. Supervision of public services can provide certainty about the public services provided by the government whether it has been running according to targets and objectives and is a way to find out as early as possible maladministration that might occur so that effective and accountable government can be realized.

scholarly journals PELAYANAN PUBLIK DI BADAN PENANGGULANGAN BENCANA DAERAH KOTA KEDIRI: STRATEGI POSKO SIAGA PENANGANAN PENYEBARAN COVID-19

2021 ◽  
Vol 5 (2) ◽  
pp. 214
Author(s):  
Fendy Artha Prissando
Keyword(s):  
Disaster Management ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
The Public ◽  
Management Agency ◽  
Public Servant ◽  
State Apparatus ◽  
Qualitative Descriptive

AbstrakPelayanan publik merupakan salah satu perwujudan dari fungsi pada aparatur negara sebagai abdi masyarakat. Pelayanan publik yang professional itu artinya pelayanan publik yang bercirikan oleh adanya akuntabilitas dan responsibilitas dari pemberi layanan. Pelayanan publik pada dasarnya merupakan sebuah upaya individu, kelompok atau birokrasi untuk memberikan bantuan serta kemudahan kepada masyarakat untuk mencapai suatu tujuan tertentu. Tugas terpenting dari pelayanan publik ini adalah memberikan pelayanan terbaik kepada masyarakat. Pelayanan publik memiliki suatu tujuan untuk memenuhi kebutuhan masyarakat. Penelitian ini ditujukan untuk mengetahui bagaimana Pelayanan Publik di Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri serta mengetahui strategi posko siaga penanganan penyebaran Covid-19. Metode penelitian yang digunakan dalam penelitian ini adalah metode deskriptif kualitatif dan teknik pengumpulan data melalui observasi, wawancara secara mendalam kepada informan, dan dokumentasi. Hasil penelitian menujukkan bahwa kualitas pelayanan publik di Kantor Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri sudah baik dan sudah memberikan pelayanan publik dengan tepat kepada masyarakat yang membutuhkan bantuan dengan posko siaga.Kata Kunci: Kualitas; Pelayanan Publik; Prinsip Pelayanan. AbstractPublic service is one manifestation of the function of the state apparatus as a public servant. Professional public service means public service characterized by accountability and responsibility from service providers. Public service is basically an individual, group or bureaucratic effort to provide assistance and convenience to the community to achieve a certain goal. The most important task of this public service is to provide the best service to the community. Public services have a purpose to meet the needs of the community. This study was aimed to find out how the Public Service in the Regional Disaster Management Agency (BPBD) of Kediri City and to find out the strategy of the standby post for handling the spread of Covid-19. The research method used in this study is a qualitative descriptive method and data collection techniques through observation, in-depth interviews with informants, and documentation. The results of the study show that the quality of public services at the Office of the Regional Disaster Management Agency (BPBD) of Kediri City is good and has provided appropriate public services to people who need assistance with standby posts.Keywords: Quality; Public service; Service Principles.

scholarly journals The Influence of Work Ethic on Public Services: Lessons from a Distant Indonesian Local Public Organization

2021 ◽  
Vol 3 (1) ◽  
pp. 174-187
Author(s):  
Leonardus Mangago
Keyword(s):  
Public Service ◽  
Work Ethic ◽  
Public Services ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government ◽  
And Behavior ◽  
Descriptive Survey ◽  
Service Standards

This research aimed to identify and analyze the principles, standards, elements, and quality of public services at the Office of Industry, Trade, and Cooperatives of Yahukimo Regency, Indonesia, located in a remote area. The research method applied was a qualitative descriptive survey with observation and interviews. The interviewees in this study were from 15 informants of different position levels. This study employed an interactive model to analyze the interview data. There were four main findings; firstly, in terms of the principle of public service transparency, the public was increasingly motivated to convey their demands, requests, and aspirations to the government. Meanwhile, accountability services were satisfactory per the provisions of laws and regulations, but public participation in public services was still lacking. Secondly, public service standards and service procedures were implemented following the stipulated provisions and competencies of officials. Those public officers had related-abilities in the form of knowledge, prowess, skill, attitude, and behavior that are required in completing their duties. Thirdly, in terms of public services, the public officers’ work ethic was a driving force for the officials to comply with the prior-set and agreed with rules and work procedures. At the same time, the facilities and infrastructure were adequate. Finally, regarding the quality of public services, the goals and targets of the service were well achieved.

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2019 ◽  
Vol 3 (02) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

scholarly journals Etika Pelayanan Publik di Indonesia

2019 ◽  
Vol 1 (1) ◽  
pp. 59-76
Author(s):  
Mashur Hasan Bisri ◽  
Bramantyo Tri Asmoro
Keyword(s):  
Public Service ◽  
Public Services ◽  
Central Government ◽  
Service Providers ◽  
Regional Government ◽  
Regional Autonomy ◽  
The Public ◽  
Administrative Service ◽  
Service Standards ◽  
Universal Standard

Abstrak Pelayanan publik adalah segala kegiatan dalam rangka pemenuhan kebutuhan dasar sesuai hak dasar setiap warga negara dan penduduk atas suatu barang, jasa dan / atau pelayanan administrasi yang disediakan oleh penyelenggara pelayanan  yang  terkait dengan kepentingan publik. Masyarakat sebagai pelanggan memiliki kebutuhan dan harapan pada kinerja penyelenggara pelayanan publik yang profesional. Tugas Pemerintah Pusat maupun Pemerintah Daerah adalah memberikan pelayanan publik yang mampu memuaskan masyarakat. Implementasi kebijakan desentralisasi dan otonomi daerah di Indonesia mengakibatkan pemerintah daerah mempunyai tanggung jawab dan kewenangan dalam menentukan standar pelayanan minimal. Permasalahan mendasar dalam proses pelayanan publik di Indonesia adalah tentang etika. Tidak ada standar universal tentang norma atau etika serta sanksi yang mengatur secara khusus untuk pelanggaran yang dilakukan aparat dalam pelayanan publik. Kata Kunci : Pelayanan publik, Etika, Norma     Abstract Public services are all activities in order to fulfill basic needs in accordance with the basic rights of every citizen and resident of an item, service and / or administrative service provided by service providers related to the public interest. Communities as customers have needs and expectations in the performance of professional public service providers. The task of the Central Government and Regional Government is to provide public services that are able to satisfy the public. The implementation of decentralization and regional autonomy policies in Indonesia has resulted in regional governments having responsibility and authority in determining minimum service standards. The fundamental problems in the process of public service in Indonesia are about ethics. There is no universal standard on norms or ethics and sanctions that specifically regulate violations committed by the authorities in public services. Keywords : Public Service, Ethic, Norm

scholarly journals MODEL PELAYANAN PUBLIK di DINAS PENANAMAN MODAL di PELAYANAN PERIZINAN TERPADU SATU PINTU PRO.RIAU

2018 ◽  
Author(s):  
SRI ULINA MARGARETH
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Developed Countries ◽  
Reform Movements ◽  
The Public ◽  
Private Providers ◽  
Public Pressure ◽  
The Government

Preeprint: ABSTRAKPelayanan publik pada dasarnya menyangkut aspek kehidupan yang sangat luas. Dalam kehidupan berbangsa dan bernegara, maka pemerintah memiliki fungsi memberikan berbagai pelayanan publik yang diperlukan oleh masyarakat, mulai dari pelayanan dalam bentuk pengaturan ataupun pelayanan-pelayanan lain dalam rangka memenuhi kebutuhan masyarakat dalam bidang pendidikan, kesehatan, utilitas, dan lainnya. Berbagai gerakan reformasi publik yang dialami oleh negara-negara maju pada awal tahun 1990-an banyak diilhami oleh tekanan masyarakat akan perlunya peningkatan kualitas pelayanan publik yang diberikan oleh pemerintah. Peningkatan kualitas pelayanan publik mutlak diperlukan mengingat kondisi sosial masyarakat yang semakin baik sehingga mampu merespon setiap penyimpangan dalam pelayanan publik melalui gerakan maupun tuntutan dalam media cetak dan elektronik. Apalagi dengan adanya persaingan terutama untuk pelayanan publik yang disediakan swasta membuat sedikit saja pelanggan merasakan ketidakpuasan maka akan segera beralih pada penyedia pelayanan publik yang lain.Hal ini membuat penyedia pelayanan publik swasta harus berlomba-lomba memberikan pelayanan publik yang terbaik. Ini yang seharusnya ditiru oleh penyedia pelayanan publik pemerintah sehingga masyarakat merasa puas menikmati pelayanan publik tersebut.Kata kunci : pelayanan publik di provinsi riauABSTRACTPublic service is basically about a vast aspect of life. In the life of nation and state, the government has a function to provide various public services needed by the community, ranging from services in the form of arrangements or other services in order to meet the needs of the community in the field of education, health, utilities, and others. The various public reform movements experienced by developed countries in the early 1990s were much inspired by public pressure on the need to improve the quality of public services provided by the government. Improving the quality of public services is absolutely necessary given the improved social conditions of the community so as to respond to any deviations in public services through the movement or demand in print and electronic media. Especially with the competition especially for public services provided by the private makes little customers feel dissatisfaction it will soon switch to other public service providers.This makes private providers of public services must compete to provide the best public service. This should be imitated by government public service providers so that people feel satisfied to enjoy the public service.Keywords: public service in riau province

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2018 ◽  
Vol 3 (2) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

INOVASI APLIKASI TRANSPORTASIKU DI DINAS PERHUBUNGAN KOTA SURABAYA

Publika ◽  
2021 ◽  
pp. 199-214
Author(s):  
Kholilah Danarratoe Kharima ◽  
Eva Hany Fanida
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Transportation ◽  
Community Support ◽  
Information Services ◽  
Ease Of Use ◽  
The Public ◽  
Citizen Support ◽  
Information Reliability

Penggunaan teknologi saat ini dibutuhkan dalam bidang pelayanan publik. Seiring dengan bertambahnya kebutuhan masyarakat maka pemerintah sebagai penyedia layanan publik terus melakukan pembaruan terhadap perubahan pelayanan yang diberikan agar memudahkan masyarakat dalam mendapatkan layanan informasi. Salah satu penerapan e-government oleh Dinas Perhubungan Kota Surabaya adalah inovasi aplikasi TransportasiKu yang bertujuan untuk memberikan layanan informasi terkait lalu lintas dan transportasi umum yang ada di Surabaya secara terkini, praktis, lebih cepat dengan satu aplikasi yang memuat semua informasi melalui genggaman smartphone. Penelitian ini menganalisa menggunakan indikator measuring the quality of e-government from the user prespective (Kozák, 2018) dengan enam indikator yaitu ease of use, content and appearance of the information, reliability, citizen support, trust/security, support in completing forms. Penelitian ini menggunakan jenis penelitian deskriptif dengan metode kualitatif, teknik pengumpulan data wawancara, observasi, dokumentasi dan teknik analisa data yaitu pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan/verifikasi. Hasil penelitian ini menunjukkan bahwa aplikasi ini mendapat respon yang cukup baik dari masyarakat sebagai pengguna karena dapat memberikan layanan informasi yang dibutuhkan namun masih ada juga gangguan dalam penggunaannya. Indikator pertama, kemudahan penggunaan dirasa para pengguna sangat mudah digunakan untuk setiap saat. Indikator kedua, isi dan tampilan informasi yang dihadirkan sederhana dan lengkap. Indikator ketiga keandalan, pada aplikasi ini server yang digunakan masih kurang cukup. Indikator keempat dukungan masyarakat untuk halaman bantuan tidak tersedia hanya ada kolom komentar. Indikator kelima kepercayaan/keamanan, tidak menyertakan informasi pribadi sehingga aman. Indikator keenam dukungan dalam pengisian, formulir aplikasi ini berbasis informasi tanpa perlu pengisian formulir data para penggunanya. Kata Kunci : Pelayanan Publik, Inovasi, E-Government, TransportasiKu   The use of technology is currently needed in the field of public services. Along with the increasing needs of the community, the government as a public service provider continues to make updates to changes in the services provided to make it easier for the public to get information services. One of the applications of e-government by the Surabaya City Department of Transportation is the TransportationKu application innovation which aims to provide information services related to traffic and public transportation in Surabaya in an up-to-date, practical, faster way with one application that contains all information through the grip of a smartphone. This study analyzes using indicators measuring the quality of e-government from the user perspective (Kozák, 2018) with six indicators, namely ease of use, content and appearance of the information, reliability, citizen support, trust/security, support in completing forms. This research uses descriptive research with qualitative methods, interview data collection techniques, observation, documentation and data analysis techniques, namely data collection, data reduction, data presentation and conclusion / verification. The results of this study indicate that this application has received a fairly good response from the public as a user because it can provide the information services needed, but there are still disturbances in its use. The first indicator, ease of use, is felt by users to be very easy to use at any time. The second indicator, the content and display of the information presented is simple and complete. The third indicator is reliability, in this application the server used is still insufficient. The fourth indicator of community support for the help page is not available, only a comment column. The fifth indicator is trust / security, does not include personal information so it is safe. The sixth indicator of support in filling in this application form is information-based without the need to fill out user data forms. Keywords: Public Service, Innovation, E-Government, TransportasiKu

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