AGISTA, KIKI (2024) Agile Governance Dalam Pelayanan Pengaduan Berbasis Digital Pemerintah Provinsi Banten (Studi Kasus Pelayanan LAPOR Pada Aplikasi Jawara e-Gov). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
The Public Online Aspiration and Complaint Service, or LAPOR, is a platform for citizens to submit complaints and aspirations regarding public services online. The primary goal of this service is to provide a space for the public to participate in monitoring public service delivery by leveraging digital technology. However, in practice, the LAPOR service on the JAWARA e-Gov application still encounters various issues, such as slow response times in providing direct feedback to citizens and uneven internet signal distribution in each village/sub-district, which serves as digital infrastructure for the community in Banten Province. This study aims to examine the application of Agile Governance in the Digital-Based Complaint Service of the Banten Provincial Government. The theory used is Agile Governance theory, as proposed by Luna, Moura, and Kruchten (2015), which includes six principles: Good enough governance, Business-driven, Humanfocused, Based on quick wins, Systematic and adaptive approach, Simple design, and continuous refinement. This research uses a descriptive qualitative method. Data collection techniques include interviews, observation, and documentation. The results show that the application of Agile Governance in the LAPOR feature of the Jawara e-Gov application in Banten Province is not yet fully optimal due to various issues, such as delayed responses from regional agencies and insufficient digital infrastructure in certain areas (blank spots), as well as low user participation due to a lack of public outreach
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Layanan Aspirasi dan Pengaduan Online Rakyat atau LAPOR adalah sebuah layanan bagi masyarakat untuk menyampaikan pengaduan dan aspirasi terkait layanan publik secara online. Tujuan utama layanan ini adalah memberikan ruang bagi masyarakat dengan memanfaatkan teknologi digital untuk berpartisipasi dalam pengawasan penyelenggaraan pelayanan publik. Namun pada pelaksanaanya, layanan LAPOR pada aplikasi JAWARA e-Gov masih menemui berbagai masalah yaitu masih lambat dalam memberikan feedback langsung kepada masyarakat. Dan belum meratanya penyebaran sinyal internet disetiap desa/kelurahan sebagai sarana dan prasarana infrastruktur digital bagi masyarakat Provinsi Banten. Tujuan penelitian ini adalah untuk mengetahui bagaimana penerapan Agile Governance dalam Pelayanan Pengaduan Berbasis Digital Pemerintah Provinsi Banten. Teori yang digunakan adalah teori Agile Governance yang dikemukakan oleh Luna, Moura, dan Kruchten (2015) melalui 6 prinsip yaitu Good enough governance, Business driven, Human focused, Based on quick wins, Systematic and Adaptive approach, Simple design and continuous refinement. Penelitian ini menggunakan metode kualitatif deskriptif. Teknik pengumpulan data yang digunakan adalah wawancara, observasi dan dokumentasi. Hasil penelitian menunjukkan bahwa penerapan Agile Governance dalam pelayanan fitur LAPOR pada Aplikasi Jawara e-Gov Provinsi Banten belum sepenuhnya optimal karena masih terdapat berbagai masalah seperti Keterlambatan respons dari OPD dan kurangnya infrastruktur digital di beberapa daerah (blankspot) yang menjadi kendala utama serta partisipasi pengguna yang rendah akibat kurangnya sosialisasi kepada masyarakat. | ||||||
| Uncontrolled Keywords: | Agile Governance, LAPOR Banten Province, JAWARA E-GOV Application. Agile Governance, LAPOR Provinsi Banten, Applikasi JAWARA E-GOV | ||||||
| Subjects: | H Social Sciences > Public Administration | ||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Kiki Agista | ||||||
| Date Deposited: | 19 Dec 2024 13:30 | ||||||
| Last Modified: | 19 Dec 2024 13:37 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/44173 |
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