Implementation Of Public Services Curhat Ning Ita Application In Realizing Smart Governance At The Communication And Informatics Department Of Mojokerto City Tri Prasetijowati, Fatma Indrawati, Fierda Nurany
Study Program in Public Administration, Universitas Bhayangkara Surabaya
Abstract
This writing is based on the implementation of public services through the Curhat Ning Ita application in realizing Smart Governance at the Department of Communication and Informatics in Mojokerto city. However, it has not met the expectations of the public due to the application being relatively new and a lack of socialization regarding the proper use of the complaint service. This has led to the public filing personal issues instead of public service complaints. Additionally, there are still some individuals who are unaware of the existence of this complaint service, and issues such as slow server and maintenance problems have hindered the handling of urgent complaints. The objective of this writing is to analyze the implementation of public services through the Curhat Ning Ita application in realizing Smart Governance at the Department of Communication and Informatics in Mojokerto city, as well as the supporting and inhibiting factors of its implementation. This paper utilizes qualitative research with a descriptive approach. The research was conducted at the Department of Communication and Informatics in Mojokerto city. Data collection techniques included interviews with informants, documentation, surveys, and the utilization of written documents. The data was analyzed through data reduction, data presentation, and conclusion drawing. The research findings indicate that (1) the implementation of public services through Curhat Ning Ita application in realizing Smart Governance at the Department of Communication and Informatics in Mojokerto city, as measured using Zeithamal and Parasuramans service quality theory and the concept of Smart Governance from the Ministry of Communication and Informatics, has been successful. (2) The supporting factors of the implementation of public services through the Curhat Ning Ita application at the Department of Communication and Informatics in Mojokerto city include infrastructure facilities, easy access, budgetary support, and support from the local government. However, there are still some obstacles in the implementation, such as the manual input of public service complaint data and the need for improvement in socialization, particularly among the younger generation. Inconclusion, the Department of Communication and Informatics in Mojokerto city has successfully realized Smart Governance through the Curhat Ning Ita application for public services.
