EVALUATION OF E-KIOS SERVICES AT THE OFFICE OF WONOKRMO DISTRICT SURABAYA CITY

  • Cindy Dwi Antika Universitas Negeri Surabaya
  • Indah Prabawati S1 Ilmu Administrasi Negara, Fakultas Ilmu Sosial dan Hukum, Universitas Negeri Surabaya
Keywords: Evaluation, Policy, Public Service, E-Kiosk

Abstract

To tackle the challenges of this modern era, the government should enhance the innovation of electronic-based public services or known as e-government. Surabaya Local Government has designed a set of e-government services, including E-Kiosk. The E-Kiosk service was developed in accordance with Surabaya Mayor Regulation No. 5 of 2013 on Guidelines for the Use of Information and Communication Technology in Local Government Implementation. E- Kiosk consists of Surabaya Single Window (SSW) services, E-Lampid, E-Health, E-Education, District Services, Taxation services, Information System for Monitoring Resident's Domicile Status (SIPANDU), and Public Service Malls to ease public service in the Surabaya Area. Several issues arose during the implementation of the E-Kios service, one of which was the malfunction of the E-Kios machines. After several years of its operation, it is necessary to evaluate the E-Kiosk service's implementation. The purpose of this study is to describe the evaluation of E-Kios services at the Wonokromo District Office. This type of research is descriptive research with a qualitative approach. Observation, in-depth interviews, documentation, and data triangulation were all used to gather the data. The technique used for data analysis is interactive analysis. This study was evaluated using effectiveness, efficiency, adequacy, leveling, responsiveness, and accuracy indicators. The results of the study indicate that the E-Kios service is considered quite effective because it prevents queue buildup. It considered very efficient because it shortens processing time and saves costs. This program's responsiveness can be defined as decent because of employees and community enthusiasm. This program has already solved previously occuring problems, like queue buildup, therefore its accuracy is can be considered as good. Researchers recommend that implementers should boost program socialization, increase the speed of handling E-Kiosk problems, and optimize E-Kiosk services.

Keywords: Evaluation, Policy, Public Service, E-Kiosk.

Published
2022-07-18
Section
Articles
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