E-WADUL SERVICE IMPLEMENTATION IN THE DEPARTMENT OF COMMUNICATION AND INFORMATICS IN SURABAYA CITY
Lantri Vidya Pura (1), Falih Suaedi (2*) , Erna Setijaningrum(3)
Fakultas Ilmu Sosial dan Politik Universitas Airlangga
Abstract
Public services concerning the life of a very wide in nation and state In the Decree of the Minister of Administrative Reform. 63 / KEP / M.PAN / 7/2003. Responding to the principles of public services such as accountability and transparency, the government began to develop E-Government in carrying out its governmental affairs as mandated by Presidential Instruction No. 03 Year 2003. Surabaya City Government developed its newest application to realize Go To Cyber City and Smart City in Surabaya City in the field of Innovation Government and Electronic Government. One type of public service in Surabaya City is Media Center located at Surabaya City Communication and Informatics Office to handle public complaints by launching the latest electronic-based application named E-Wadul Based on Mayor Decree No.188.45 / 59.436.1.2 / 2015 The team of complaints / A community complaint (TPKPM) is a team that gets the Surabaya Mayors Decree to become a representative of each SKPD in tackling existing community grievances. This application was inaugurated on May 31, 2016 which coincided with HJKS (anniversary of Surabaya) to 723. E-Wadul service is an innovation provided by the Government of Surabaya City to facilitate the public in complaining about all complaints related to the Government of Surabaya. Based on this, it is necessary to describe how the Implementation of E-Wadul Service in Surabaya City Communications and Informatics Department. Indicators that update the successful implementation of this electronic goverment by OBrien (2005) are: Executive management support, End user involvement / end user role, Clarity of need statement, Mature and precise planning, Realistic / realistic expectations. Descriptive with qualitative approach. Data collection techniques in this study through interviews, observation, and documentation. Data analysis techniques are data collection, data reduction, data presentation, conclusion or data verification. The results show that the implementation of E-Wadul service is good enough although there are still shortcomings in the field of service, other than that not all the people of Surabaya can access the application, but the Office of Communications and Informatics continue to improve the service both in the field of service and field of connection Internet
Keywords: Public Service; Implementation; Electronic Government
Topic: Human Resource Development