Inovasi Digital Pelayanan Publik bagi Penyandang Disabilitas di Kota Pekanbaru
Keywords:
Aplikasi Sipintar, Inovasi pelayanan, Kerangka kerja inovasi pelayanan, Penyandang disabilitasAbstract
Penyandang disabilitas memiliki hak yang sama sebagai Warga Negara Indonesia (WNI) untuk mendapatkan pelayanan sipil dari negara. Keterbatasan yang mereka miliki merupakan kendala dalam mengurus Kartu Tanda Penduduk, Kartu Keluarga, dan berbagai identitas penduduk lainnya yang harus datang secara mandiri ke Dinas Kependudukan dan Pencatatan Sipil dalam melengkapi persyaratan serta perekaman identitas. Penelitian ini bertujuan untuk mengetahui inovasi pelayanan yang diberikan oleh pemerintah Kota Pekanbaru melalui penggunaan aplikasi Sipintar (Sistem Pelayanan Melengkapi Identitas Orang Terlantar) serta untuk mengetahui faktor penghambat dalam pelaksanaan inovasi tersebut. Metode penelitian yang digunakan adalah metode kualitatif dengan tipe deskriptif. Pengumpulan data dilakukan melalui wawancara, observasi dan analisa dokumentasi. Data yang diperoleh diolah menggunakan Nvivo 12 plus untuk menggambarkan secara visual mengenai temuan di lapangan. Adapun yang menjadi informan dalam penelitian ini adalah pelaksana program Sipintar serta dua orang pengguna aplikasi yang telah memperoleh layanan. Penelitian ini menggunakan teori kerangka kerja inovasi pelayanan berbasis digital yang menjelaskan bahwa dalam menjalankan inovasi pelayananan digital terdapat tujuh indikator yakni transparan, partisipatif, antisipatif, personal, kreasi bersama, sadar konteks, dan cerdas konteks. Hasil penelitian menunjukkan bahwa pelayanan digital melalui aplikasi Sipintar belum sepenuhnya terlaksana. Berdasarkan hasil analisis kerangka kerja tersebut, didapatkan hasil bahwa hanya ada 3 indikator yang sesuai dengan kerangka kerja yakni, antisipatif, personal dan kreasi bersama. Kerangka kerja yang dipedomani dalam pengembangan inovasi pelayanan ini menunjukkan penggunaan kerangka kerja mampu memberikan kemudahan dalam memberikan pelayanan kepada masyarakat rentan.
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