Akbar, Rizki and Arianto, Bismar and Satyagraha Adiputra, Yudhanto (2024) IMPLEMENTASI SP4N-LAPOR DI DINAS KOMUNIKASI DAN INFORMATIKA KOTA BATAM. S1 thesis, Universitas Maritim Raja Ali Haji.

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Abstract

The digital era, as well as people's behavior is changing faster and at the same time local governments, especially in the public service section, must be able to keep pace with the changing times and people's behavior. To respond to that, the government has innovated services through SP4N-Lapor, but in its implementation, a number of problems were still found. This study looked at the implementation of SP4N-Report in Batam city. The purpose of this study is to determine the implementation of Public Services through SP4N-Report at the Batam City Communication and Information Office. This study used a qualitative descriptive approach with 7 informants. Techniques and data collection are carried out through observation, interviews, and documentation. This research uses the theory of program implementation proposed by Edward III. The results of this study include; 1. The communication aspect is still not optimal because the agency's digital media has not been able to reach many people in Batam City, and there is no person in charge of socialization in the regulations of the Ministry of Agriculture RB, or the mayor's decree 2. The aspect of resources, has been very good, because facilities, budget or human resources do not have problems, while the hope of the Communication and Information Agency is the rejuvenation of facilities, especially on computer devices, 3. The disposition aspect has gone very well as evidenced by Batam City getting an award certificate to be the city with the best public service complaint management in Indonesia No. 4 and bureaucratic structure, 4. In terms of bureaucratic structure, the Batam City Communication and Information Agency has implemented SOPs and existing ones and coordinates very well with other regional devices through Whatsapp groups. Keywords : Service, SP4N-Report, Innovation, Coordination, Implementation

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