Inovasi Pelayanan Publik Berbasis Digital : Studi Kasus di Kabupaten Subang
DOI:
https://doi.org/10.37950/wpaj.v7i1.2357Keywords:
Inovasi, Pelayanan Publik, DigitalisasiAbstract
Abstrak
Perkembangan teknologi informasi menuntut pemerintah daerah untuk menghadirkan layanan publik yang cepat, transparan, dan efisien. Kabupaten Subang merupakan salah satu daerah yang telah menerapkan inovasi pelayanan publik berbasis digital melalui pengembangan portal Subang Smart Digital dan website Subang.go.id. Penelitian ini bertujuan untuk mendeskripsikan bentuk inovasi digital yang diterapkan, mengevaluasi kualitas layanan, serta mengidentifikasi tantangan dalam implementasinya. Penelitian menggunakan metode kualitatif deskriptif melalui studi literatur, wawancara, dan dokumentasi. Hasil menunjukkan bahwa digitalisasi pelayanan di Kabupaten Subang berdampak positif terhadap efisiensi pelayanan dan aksesibilitas masyarakat, meskipun masih terdapat kendala berupa keterbatasan sumber daya manusia, kurangnya literasi digital masyarakat, serta belum optimalnya pemutakhiran data oleh Organisasi Perangkat Daerah (OPD). Diperlukan penguatan tata kelola digital, pelatihan SDM, dan peningkatan koordinasi antarlembaga agar inovasi dapat berkelanjutan.
Kata kunci: Inovasi, Pelayanan Publik, Digitalisasi,Â
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Abstract
The development of information technology requires local governments to provide fast, transparent, and efficient public services. Subang Regency is one of the regions that has implemented digital-based public service innovation through the development of the Subang Smart Digital portal and the Subang.go.id website. This study aims to describe the form of digital innovation implemented, evaluate the quality of service, and identify challenges in its implementation. The study uses a descriptive qualitative method through literature studies, interviews, and documentation. The results show that the digitalization of services in Subang Regency has a positive impact on service efficiency and public accessibility, although there are still obstacles in the form of limited human resources, lack of digital literacy in the community, and suboptimal data updating by Regional Apparatus Organizations (OPD). Strengthening digital governance, HR training, and increasing coordination between institutions are needed so that innovation can be sustainable.
Keywords: Innovation, Public service, digitalization,
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