Public Service Innovation Deficiency: The Case of Quick Wins Program (Online Driving License) in East Java Police Department
DOI:
https://doi.org/10.61841/kpzpac34Keywords:
Public Organization,, Public Service,, Innovation, Public Service Innovation, Implementation,, Police Department.Abstract
Scholars argue that public service innovation constantly makes a positive contribution to the citizen. That being said, the appropriate innovation management by the public sector is still arguable. Metaphorically, public service innovation is a black box; its implementation in the daily operation of the organization remains unclear. Therefore, this research uncovers the reality in which a specific organization implements the innovative program; we conducted a study on innovations in the police department and analyzed the imperfect implementation of the innovative program. This research works with the organization's complexity since the police department is exploring ways to improve their service; also, the police department has organizational red-tapes such as overlapping rules and regulations, as well as its semi-militaristic organization type. Researchers employed a qualitative approach to uncover the problem and constructed the evident implementation in the organization’s daily operation. The study revealed three inhibitors: external, internal and political inhibitors; the internal inhibitors were obtained from human resources competency and socialization issues, the external inhibitors were obtained from technological systems and users, and the political inhibitors consisted of budget and availability of funding sources.
Downloads
References
1. Agolla, J.E., & Van Lill, J.B. (2013). Public Sector Innovation Drivers: A Process Model. J. Soc. Sci. 34(2).
2. Arundel, A., Casali, L., & Hollanders, H. (2015). How European public sector agencies innovate: the use of bottom-up, policy-dependent and knowledge-scanning innovation methods. Res. Policy, 44, 1271–1282.
3. Bangsa, A.K. (2016). Kualitas Pelayanan Surat Izin Mengemudi di SATPAS Polresta Bekasi Kota: Perspektif Model Servqual (Unpublished Thesis). Program Studi Kajian Ilmu Kepolisian Universitas Indonesia, Jakarta.
4. Bekkers, V., Edelenbos, J., & Steijn, B. (2011). An Innovative Public Sector? Embarking on the Innovation Journey, in Bekkers, V., Edelenbos, J., & Steijn, B. (eds.), Innovation in the public sector: linking capacity and leadership. Houndsmills: Palgrave McMillan; 197-222.`
5. Bimantara. (2019). Kendala Registrasi SIM. Retrieved from https://www.lapor.go.id/laporan/detil/kendala- registrasi-sim-online
6. Bird, S., David, C.S., Farewell, V., Harvey, G., Tim, H., & Smith, P.C. (2005), Performance Indicators: Good, Bad, and Ugly. Journal of the Royal Statistical Society, 168(1), 1-27.
7. Bloch, C. (2011). Measuring Public Innovation in the Nordic Countries (MEPIN). Retrieved from http://nyskopunarvefur.is/files/filepicker/9/201102_mepin_report_web.pdf
8. Borins, S. (2001). The Challenge of Innovating in Government. Arlington: Price water house Coopers Endowment for the Business of Government.
9. Brown, L., & Osborne, S.P. (2013). Risk and innovation: towards a framework for risk governance in public services. Public Manage. Rev, 15, 186–208.
10. Cankar, S.S., & Veronika, P. (2013). Private and Public Sector Innovation and The Importance of Cross-Sector Collaboration. The Journal of Applied Business Research, 29(6).
11. Denhardt, J.V., & Robert, B.D. (2007). The New Public Service: Serving, Not Steering. Armon New York: M.E. Sharpe.
12. European Public Sector Innovation Scoreboard (EPSIS) – Methodology report. (2012). Inno Metrics. Merit: Technopolis.
13. Fredericksen, G.H., & Smith, B. K. (2002). The Public Administration Theory Primer. USA: Westview Press.
14. Gibson. (1985). Organisasi : Prilaku, Struktur, Proses. Jakarta: Erlangga
15. Gibson, J.L., John, M., Ivancevich., & James, H.D. (1996). Organisasi, Perilaku, Struktur, Proses. Translated by Nunuk Adiarni. Jakarta: Binarupa Aksara.
16. Halim, D. (2018). Keluhan Masyarakat Turun, Polri Dinilai Lebih Baik. Retrieved from https://nasional.kompas.com/read/2019/07/03/07450871/keluhan-masyarakat-turun-polri-dinilai-kompolnas- bekerja-lebih-baik
17. Hartley, J., Sørensen, E., & Torfing, J. (2013). Collaborative innovation: a viable alternative to market competition and organizational entrepreneurship. Public Adm. Rev. 73, 821–830.
18. Henry, N. (1995). Administrasi Negara dan Masalah-masalahPublik. Translated by Lusiana, D.L. Jakarta: PT. Raja Grafindo Persada.
19. Hidayat, R. (2017). Pungli dan Korupsi di Kepolisian Kita. Imparsial. Retrieved from https://tirto.id/pungli-dan- korupsi-di-kepolisian-kita-cmwK
20. Kementerian Perhubungan Republik Indonesia. (2017). Laporan Kinerja Kementerian Perhubungan Tahun 2017. Retrieved from http://ppid.dephub.go.id/files/lakip/laporan-kinerja-kemenhub-2017.pdf
21. Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2018). Reformasi Birokrasi: Kiprah Kementerian PAN-RB. Jakarta: Kemenpan-RB.
22. Kumorotomo, W. (1996). Meningkatkan Kinerja BUMN: Antisipasi Terhadap Kompetisi dan Kebijakan Deregulasi. JKAP, 1.
23. Lallmahomed, M.Z.I., Lallmahomed, N., & Lallmahomed, G.M. (2017). Factors influencing the adoption of e- Government Services in Mauritius. Telematics and Informatics, 34(4), 57–72.
24. Liang, S., & Lu, H. (2013). Adoption of e-government services: An empirical study of the online tax filing system in Taiwan. Online Information Review, 37(3), 424–442.
25. Mulgan, G., & David, A. (2003). Innovation in the Public Sector. Retrieved from http://www.cabinetoffice.gov.uk/upload/ assets/www.cabinetoffice.gov.uk/strategy/pubinov2.pdf.
26. OECD/Eurostat. (2018). Oslo Manual: Guidelines for Collecting, Reporting and Using Data on Innovation. Paris and Luxembourg: OECD.
27. Osborne, S.P., & Brown, L. (2011). Innovation, public policy, and public service delivery in the U.K.: the word that would be king? Public Adm, 89, 1335–1350.
28. Peraturan Pemerintah Republik Indonesia Nomor 96 Tahun 2012 tentang Pelaksanaan Undang-Undang Nomor 25 Tahun 2009.
29. Peraturan Menteri Pemberdayaan Aparatur Negara dan Reformasi Birokrasi Nomor 15 Tahun 2014 Tentang Standar Pelayanan dan Peraturan Kepala Polisi Republik Indonesia Nomor 18 Tahun 2014 Tentang Tata Cara Penerbitan Surat Ijin Mengemudi, dalam layanan SIM.
30. Pollitt, C., & Hupe, P. (2011). Talking About Government: The role of magic concepts. Public Management Review, 13(5), 641-658.
31. Procal.co. (2015). Internet jadi Kendala Pembuatan SIM Secara Online. Retrieved from https://berau.prokal.co/read/news/40390-internet-jadi-kendala-pembuatan-sim-secara-online
32. Rana, N.P., & Dwivedi, Y.K. (2015). Citizen's adoption of an e-government system: Validating extended social cognitive theory (SCT). Government Information Quarterly, 32(2), 172–181.
33. Ratminto., & Winarsih, A.S. (2010). Manajemen Pelayanan. Yogyakarta: Pustaka Belajar.
34. Rivera, L.L., Simmonds, P., & Roman, L. (2012). Trends and Challenges in Public Sector Innovation in Europe. Thematic Report 2012 under Specific Contract for the Integration of INNO Policy Trend Chart with ERAWATCH (2011–2012). UK: Inno Policy Tend Chart.
35. Rustopo, I.N., & Indah, P. (2016) . Implementasi Surat Izin Mengemudi (SIM) di Satuan Penyelenggara Administrasi SIM (SATPAS) Colombo Surabaya. Jurnal UNESA.
36. Sarwono, S.W. (2004). Psikologi Remaja. Jakarta: Raja Grafindo Persada.
37. Sedarmayanti. (2009). Reformasi Administrasi Publik, Reformasi Birokrasi, dan Kepemimpinan Masa Depan.
Bandung: PT Refika Aditama
38. Siregar, N.S. (2008). Evaluasi Sepuluh Tahun Reformasi POLRI. Jurnal Penelitian Politik LIPI, 5(1).
39. Siregar, N.S. (2014). Tinjauan Kritis Reformasi Kultural POLRI. Jurnal Penelitian Politik LIPI., 11(1).
40. Taryadi. (2011). 85% kecelakaan lalu-lintas karena Human Error. Retrieved from https://www.kompasiana.com/kang_yadi/550b5f77813311fa13b1e5e8/85-kecelakaan-lalu-lintas-karena-human- error
41. Thoha, M. (2008). Birokrasi Pemerintah Indonesia di Era Reformasi. Jakarta: Kencana Prenada Media Group.
42. Undang-undang Republik Indonesia Nomor 25 Tahun 2009 tentang Pelayanan Publik.
43. Venkatesh, V., Sykes, T.A., & Venkatraman, S. (2014). Understanding e-Government portal use in rural India: Role of demographic and personality characteristics. Information Systems Journal, 24(3), 249–269.
44. Windrum, P. (2008). Innovation and entrepreneurship in public services. In: Windrum, P., Koch, P. (Eds.),
Innovation in Public Service. Edward Elgar, Cheltenham, pp. 3–20.
45. Sun, X., Jia, Z.A brief review of biomarkers for preventing and treating cardiovascular diseases(2012) Journal of Cardiovascular Disease Research, 3 (4), pp. 251-254.
46. Ashwani Kumar Chaturvedi. "Extraction of Neutraceuticals from Plants by Microwave Assisted Extraction." Systematic Reviews in Pharmacy 9.1 (2018), 31-35. Print. doi:10.5530/srp.2018.1.6
47. Bindu, M.V.Enhancement of Thermal Performance of Solar Parabolic Trough Concentrator-Techniques- Review(2018) Bonfring International Journal of Industrial Engineering and Management Science, 9 (3), pp. 16- 20.
48. Song, D.Decision-making process and information (2017) NeuroQuantology, 15 (4), pp. 31-36.
49. M. Thyagaraj, G.Suseendran “A Proficient System to Identify Heart Diseases with the Aid of Artificial Intelligence and Soft Computing Techniques”, Journal of Advanced Research in Dynamical and Control Systems, Vol.11(6), June, 2019 pp.760-769 (UGC Approved Journal List No. 26301)
50. A. Almusaylim, Z., Jhanjhi, N. Comprehensive Review: Privacy Protection of User in Location-Aware Services of Mobile Cloud Computing. Wireless Pers Commun (2019). https://doi.org/10.1007/s11277-019-06872-3
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
