INOVASI APLIKASI TANGERANG LIVE DI DINAS KOMUNIKASI DAN INFORMATIKA KOTA TANGERANG

Abstract

This study discusses the innovation of the Tangerang LIVE application developed by the Department of Communication and Informatics (Diskominfo) of Tangerang City as a form of implementing the Electronic-Based Government System (SPBE) and digital public service transformation. Launched in 2016, the application was designed to provide integrated services such as civil administration, health, taxation, public information disclosure (PPID), and public complaint channels. The purpose of this study is to analyze how the innovation has been implemented and to identify the driving and inhibiting factors in its execution. The research method employed is descriptive qualitative with data collected through interviews, observations, and documentation. Theories applied include Rogers’ 1983 diffusion of innovation and the framework of driving and inhibiting factors of innovation by Hafiz et al, 2019. The findings indicate that although the Tangerang LIVE application offers relative advantages such as transparency and service efficiency, its adoption rate remains low. This is evident from the gap between the number of downloads and the verified accounts, in addition to technical obstacles such as complicated verification processes, system bugs, and limited inter-agency integration. On the other hand, citizens tend to prefer using official websites such as DPMPTSP, which are considered simpler, more efficient, and already function effectively as a one stop service. Thus, despite being supported by the SPBE regulation through Mayor Regulation No. 25 of 2024, the Tangerang LIVE application is deemed unnecessary because it is inefficient, overlaps with existing online services, and adds little value beyond what is already sufficient to implement SPBE effectively.