Implementasi Inovasi Pelayanan Malam “Mlebu Peteng” di Kantor Kecamatan Banjarsari Kota Surakarta
Year: 2025
Type: article
Abstract: This study aims to analyze the implementation of the “Mlebu Peteng” night service innovation at the Banjarsari Sub-district Office, Surakarta City. The background of the research is based on the community's need for more flexible administrative services given the high number of working population in the Banjarsari Sub-district area. The research method used a descriptive qualitative approach with data collection techniques through observation, interviews, and documentation. The results showed that “Mlebu Peteng” has been implemented since 2022, with the level of community satisfaction reaching 91.77% in 2024. Based on the theory of George C. Edward III theory, successful implementation is supported by effective communication, adequate resources, positive disposition of officers, and a clear bureaucratic structure. However, there are several obstacles such as the lack of budget for incentives, uneven understanding of technology among staff, and SOPs that do not include mechanisms for handling technical complaints. Recommendations for improvement include improving SOPs, staff training, an automated response system on WhatsApp, and increased synergy with the Population and Civil Registration Office (Dukcapil). This research provides insight into the importance of public service innovation in improving community satisfaction and responsive governance.
Authors: Widya Salma Khoirunnisa, Irsyadul Ibad
Institution: Sebelas Maret University
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4409436142