Collaborative Governance in Digital-Based Public Services at the Denpasar City Population and Civil Registration Service

Ni Luh Sephia Adnyani Putri, A.A.Ayu Dewi Larantika, Toto Noerasto

Abstract


Denpasar City with high population mobilization has an impact on the public service
process, especially in population administration services. The manual processing of documents results in long queues, causing services to run suboptimally. The era of globalization has an important role in overcoming this by carrying out a digital-based service process. So that the Denpasar City Population and Civil Registry Office overcomes this condition with a collaborative governance process. The purpose of this study is to analyze collaborative governance in digital-based public services using qualitative methods. The concept of this research is collaborative governance, public
services and e-government. The results of the analysis using the collaborative governance theory by Anshel and Gash (2008). Initial conditions show that digital-based public services by stakeholders have different backgrounds such as overflowing queues and the use of ICT tools in the service process. Institutional design focuses on the agreement on service mechanisms between Disdukcapil and Grab and Gojek. Leadership provides direction to innovate through Taring Dukcapil and the
Mandiri Dukcapil Kiosk Machine as digital-based service solutions. The collaborative process through face-to-face dialogue between officers, Grab and Gojek and users. The leadership's trust in the implementers becomes an agreement to collaborate with each other. Commitment between stakeholders can be seen through the number of applicants in the service process. Understanding each other can be seen from the common goal of getting optimal service results. With the innovation of digital-based public services, people feel easy to take care of So it can be concluded that the collaborative governance process is an optimal governance solution through digital-based services and the creation of stakeholder involvement, especially in realizing effective and efficient public services.

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