IMPLEMENTASI PROGRAM DIGITALISASI PELAYANAN PUBLIK DI KECAMATAN SERANG BARU (STUDI TENTANG PROGRAM SALAM DAN SILABA)

Abstrak / Ringkasan

In an effort to address public service issues, Serang Baru Subdistrict has implemented the SALAM (Siap Layani Administrasi Malam) program and the SILABA (Sistem Layanan Berbasis Android) system. However, several problems persist, particularly the lack of accessible information regarding procedures and requirements for processing population documents, which discourages many residents from utilizing the services. This study adopts the Constructivism paradigm and employs a qualitative research method with a case study design. Data were collected through observation, in-depth interviews, and literature review, with informants selected using purposive sampling. The data analysis techniques included data collection, data reduction, data display, and conclusion drawing. The findings of this study indicate that the implementation of digital public service programs in Serang Baru Subdistrict has had a positive impact on improving service quality. Nevertheless, enhancements are still needed in the areas of technological infrastructure and public communication. The program aligns with the policy implementation theory of Mazmanian and Sabatier, as well as the SERVQUAL service quality dimensions. It is recommended that the Serang Baru Subdistrict Government strengthen its information technology systems to ensure that digital programs such as SALAM and SILABA can operate optimally without technical disruptions. Furthermore, broader and more inclusive outreach efforts are needed, particularly targeting groups with limited digital literacy, to ensure that all citizens can access and fully benefit from the services provided.

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