INOVASI PELAYANAN PUBLIK APLIKASI TRANS SEMARANG PADA BUS RAPID TRANSIT (BRT) TRANS SEMARANG

Abstract

The Trans Semarang application is a form of technological advancement in public services in the transportation industry. However, low public enthusiasm and ongoing issues with the use of features in the Trans Semarang application have disrupted public innovation services and prevented them from reaching their full potential. The concept of Public Service Innovation serves as a guideline for the implementation of the Trans Semarang App Innovation, based on ease of use and affordability in addressing unforeseen changes to meet the growing needs and demands of the public. This study also examines the implementation of Public Service Innovation in the Trans Semarang App within the BRT Trans Semarang system, as well as the driving and hindering factors of Public Service Innovation in the Trans Semarang App within the BRT Trans Semarang system. This study aims to analyze the implementation of Public Service Innovation and identify the supporting and hindering factors of Public Service Innovation in the Trans Semarang application. This study uses a qualitative descriptive method with data collection techniques through interviews, observations, and documentation. The results of the study show that the Trans Semarang Public Service Agency (BLU) has optimally implemented the principles of public service innovation, namely Service Process Innovation in Technology Development, Work Process Reorganization, and Role and Responsibility Changes. However, the principles of Organizational Learning and Service Method Innovation have not been optimally implemented. The driving factors are organizational factors, cultural characteristics, and risk aversion culture. The inhibiting factors are human factors, particularly communication and a lack of awareness of the ethics of providing excellent and integrated service. The recommendations provided are to hold regular evaluation meetings to improve poor communication patterns and provide basic training in service ethics, as well as impose strict sanctions on staff who exhibit poor ethics toward service users.