Manajemen Strategi dalam Meningkatkan Pelayanan Publik melalui Aplikasi Wargaku oleh Dinas Komunikasi dan Informatika Kota Surabaya

Halimahtus Sadiyah Putri Hamas; Eva Hany Fanida

Halimahtus Sadiyah Putri Hamas S1 Ilmu Administrasi Negara, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Negeri Surabaya
Eva Hany Fanida S1 Ilmu Administrasi Negara, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Negeri Surabaya

Keywords: Strategic Management, Public Services, Wargaku Application

Abstract

ABSTRACT

The increase of Administrative Mall in Surabaya City is due to the uneven quality of public services provided by the government, it is also supported by many public complaints related to complicated and ineffective public services. Through these problems followed by digital developments in the present, the Communication and Informatics Office of Surabaya City released a public service forum in the form of an application called the Wargaku Application which can be downloaded and accessed via telephone to maximise public services provided to the community. However, in its application, the application is not maximised, known through reviews on Playstore, there are still many people who complain about the quality of the application in providing services. Through these problems, researchers use the theory of strategic management according to Fred R. David explaining that strategic management has three stage processes, namely strategy formulation, strategy implementation and strategy evaluation. Through the use of this theory, researchers use descriptive research with a qualitative approach, with data analysis techniques through interviews, field notes and documentation which are then arranged systematically. The results showed that the Surabaya City Communication and Information Office has carried out strategic management to improve public services through the Wargaku Application, the implementation of strategic management that has been carried out is quite good. In the formulation stage the strategy made is good. However, in its application it still has several shortcomings such as the absence of a special budget, lack of human resources in the field of information technology and the absence of employee motivation provided by the organisation. With the shortcomings in the implementation stage, it can be the impact of the shortcomings that still exist when the programme implementation is carried out.

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