Pekan Sagu Innovation Regains the Public Service Moment of Truth
Abstract
The digital era has influenced public service innovation. Many districts/cities in Indonesia use digital service innovation to overcome the maladministration problem in civil registration services, however, Seluma regency government has chosen to maintain physical moment of truth through the Pekan Sagu innovation. This innovation is in the form of increasing service hours on Saturdays and Sundays through door-todoor service. The researcher chose a qualitative paradigm in order to reveal the natural conditions of the unit of analysis with a case study design. Primary and secondary data were collected through interviews, observation, and documentation studies, with triangulation of sources, time, and methods. The research results show that Pekan Sagu has the dimensions of compatibility, complexity, trialability and observability. This innovation maintains the public service moment of truth which is actually the weak point of previous problems of public service because of maladministration. A direct in-touch service policy with an extension of service time can be a short-term solution to overcome some target groups’ problem who are not yet technologically literate, however, the government still has to educate citizens and prepare the need for digital-based services to meet the demands of long-term civil registration services.
Keywords: innovation, public service
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