Public Service Innovation in the Era of the Covid-19 Pandemi in Tangerang District, Banten

Abstract

The government has a big responsibility for the best and quality services in all public service sectors to the community. However, during COVID-19, the government imposed strict health protocols that affected the quality of service. This condition requires the Tangerang Regency Government to innovate digital-based public services or information and communication technology. The theory of innovation in research uses the theory developed by Rogers, Everett M in his book Diffusion of Innovations, which looks at innovation from the dimensions of Relative Advantages, Compatibility, Complexity, Trialability and Observability. The research design used is qualitative with a narrative or descriptive study approach. Data collection techniques used triangulation techniques by means of observation, interviews and document review. Meanwhile, data analysis used techniques developed by Miles and Huberman, namely data reduction, data display, and conclusion drawing/verification. The results of the study show that during COVID-19, the Tangerang Regency Government has developed e-government-based public service innovations, including; the Population Administration Service Information System application (SIPENDUK), the Integrated Licensing Service Information System application (SIPINTER), the Integrated Online PBB Print Information System application (siCEPOT) and the Online Medical Check-Up Booking Information System application (Si BOMCU). Public service innovation development strategies that need to be used are; compiling and establishing a blueprint for an integrated e-government application system and creating an ideal institutional model in e-government management.