Innovation In Public Services Through The "Mobile SIM" Program: A Qualitative Study In The Indonesian National Police
DOI:
https://doi.org/10.18326/inject.v10i1.4387Keywords:
Innovation, Public, Technology, Police, Artificial IntelligenceAbstract
This research aims to explore and analyze public service innovations in the "Mobile SIM program" by the Indonesian National Police. Through a qualitative approach, this study explores perceptions, experiences, and challenges in the implementation of this service from the perspective of police personnel and the user community. The results of the study show that the "Mobile Driver's License" is a tangible manifestation of public service innovation based on community needs, but still faces obstacles such as limited human resources, facilities, and the use of digital technology. Recommendations are given to improve the effectiveness and reach of services through strengthening the capacity of Human Resources, cross-sector collaboration, and integration of public service information systems. This service provides a more flexible access alternative for the public in renewing their Driver's License, while reflecting the efforts of state institutions to bring services closer to the public.
References
Adhitia, S. (2023). Implementasi Kebijakan Electronic Traffic Law Enforcement (Etle) Pada Korps Lalu Lintas Kepolisian Negara Republik Indonesia. Politeknik STIA LAN Jakarta.
Berry, L. L., & Parasuraman, A. (1990). Delivering quality service: balancing customer perceptions and expectations. New York: Free Press; London: Collier Macmillan.
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101.
Brown, K., & Osborne, S. (2012). Managing change and innovation in public service organizations. Routledge.
Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Denhardt, J. V, & Denhardt, R. B. (2015). The new public service: Serving, not steering. Routledge.
Denzin, N. K., & Lincoln, Y. S. (2011). The Sage handbook of qualitative research. sage.
Dwiyanto, A. (2021a). Mewujudkan good governance melalui pelayanan publik. Ugm Press.
Dwiyanto, A. (2021b). Reformasi birokrasi publik di Indonesia. Ugm Press.
Ediyanto, M., Kismartini, K., Astuti, R. S., & Afrizal, T. (2022). Akuntabilitas Layanan Surat Izin Mengemudi Keliling di Jawa Tengah. PERSPEKTIF, 11(1), 77–87.
Gibson, J. L. (1991). Organizations: Behavior, structure, processes. (No Title).
Heeks, R. (2005). Implementing and managing eGovernment: an international text.
Hr, A. R. (2024). Manajemen Operasional Pada Program Pelayanan Sim Keliling Di Polres Kabupaten Pinrang. IAIN Parepare.
Ishak, N. (2022). Efektivitas pengawasan pelayanan publik oleh Ombudsman Republik Indonesia. Mulawarman Law Review, 71–88.
Kartasasmita, S. (2009). Peningkatan kinerja Satlantas Poltabes Pontianak dalam pelayanan SIM (studi kasus pelayanan unit SIM keliling di Poltabes Pontianak).
Kotler, P., Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2016). Marketing Management 3rd edn PDF eBook. Pearson Higher Ed.
Kristiono, T. (2019). Penerapan Inovasi dalam Meningkatkan Kualitas Pelayanan Publik (Studi Deskriptif Tentang Penerapan SIM Keliling dalam Rangka Peningkatan Kualitas Pelayanan Publik di Kantor Pelayanan Surat Ijin Mengemudi Satlantas Polres Kediri Kota). Universitas Airlangga.
Maulani, S., & Setiawan, T. (2024). Inovasi Pelayanan Publik Melalui Aplikasi Sistem Pelayanan Izin Terbuka Elektronik (SIPEKA) Di DPMPTSP Provinsi Banten. Kebijakan: Jurnal Ilmu Administrasi, 15(1), 10–24.
Nowell, L. S., Norris, J. M., White, D. E., & Moules, N. J. (2017). Thematic analysis: Striving to meet the trustworthiness criteria. International Journal of Qualitative Methods, 16(1), 1609406917733847.
Osborne, S. P., & Brown, L. (2013). Handbook of innovation in public services. Edward Elgar Publishing.
Pambudi, A. S., & Hidayat, R. (2022). Kinerja Pengawasan Pelayanan Publik dalam Prioritas Nasional. Bappenas Working Papers, 5(2), 270–289.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Patton, M. Q. (2002). Qualitative research and evaluation methods (Vol. 3). Sage.
Permata, D. G. (2020). Manajemen Humas Polresta Pekanbaru Dalam Mensosialisasikan Program Sim Keliling. Universitas Islam Negeri Sultan Syarif Kasim Riau.
Pollitt, C., & Hupe, P. (2011). Talking about government: The role of magic concepts. Public Management Review, 13(5), 641–658.
Ridder, H.-G. (2014). Book Review: Qualitative data analysis. A methods sourcebook. Sage publications Sage UK: London, England.
Rubin, H. J., & Rubin, I. S. (2011). Qualitative interviewing: The art of hearing data. sage.
Sedarmayanti, R. A. P., Birokrasi, R., & Depan, D. K. M. (2017). Mewujudkan Pelayanan Prima dan Kepemerintahan Yang Baik. Bandung: Refika Aditama.
Simanjuntak, W., Subagyo, A., & Sufianto, D. (2024). Peran Pemerintah Dalam Implementasi Artificial Intelligence (Ai) Di Kementerian Komunikasi Dan Informatika Republik Indonesia (Kemenkominfo Ri). Journal of Social and Economics Research, 6(1), 1–15.
Ulrich, D. (1996). Human resource champions: The next agenda for adding value and delivering results. Harvard Business Press.
Yulianto, T. (2007). Peningkatan pelayanan surat izin menemudi (SIM) oleh satuan lalu lintas Polres Kudus melalui pelayanan SIM keliling.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 INJECT (Interdisciplinary Journal of Communication)
This work is licensed under a Creative Commons Attribution 4.0 International License.
