ATRIBUT INOVASI APLIKASI LAYANAN TUNGGU (LAGU) DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PEKANBARU

Abstract

The Waiting Service or commonly called LAGU is a public service innovation that aims to improve efficiency, information disclosure, and manage waiting time queues. Innovation is one of the main drivers in efforts to improve the efficiency and effectiveness of public services. Along with the development of technology, waiting service applications have emerged as an innovative solution to overcome problems related to queues and long waiting times in various public service sectors, especially the management of Lost and Damaged ID cards. Innovations in wait and-see applications are needed to optimize resource management, speed up service processes, and improve user experience. This study identifies innovation attributes that play an important role in application acceptance, such as Relative Advantage, Conformity, Complexity, Experimentation, and Visibility. However, in reality, the LAGU application shows that although these features are designed to improve efficiency, external factors such as human resource readiness and technical support are challenges that need to be overcome. The purpose of this study is to analyze the role of innovation attributes in the implementation of the LAGU application, and the inhibiting factors in the implementation of the LAGU application. This study uses a descriptive qualitative method with data collection techniques in the form of interviews and literature studies. The results of the study show that innovation attributes such as Relative Profit have run quite well, but there are still several dimensions that have not been maximized.