Inovasi Pelayanan Publik UPTD Terminal Purabaya-Bungurasih

Abstract

Public service inovation is a necessity for corporations or government agencies. The concept of innovation as the competitive advantage basis is a concept that is discussed and developed in the business sector in this recent decade. Study of innovations are developed in line with efforts to maintain and even to develop compete ability (competitive advantage) of an organization. Public service innovation in Indonesia has evolved with the passage of local autonomy. Terminal is one of the implementation place of transportation services. UPTD Purabaya-Bungurasih Terminal is one UPTD terminal in Surabaya under the auspices of the Surabaya’s Department of Transportation. To develop its ability to compete, UPTD Purabaya-Bungurasih Terminal launched SmartCard set in pairs on a bus that operates between provinces. SmartCard is useful to facilitate the checking of vehicles (buses) that is not worth taking. This study uses the theory of public services, the quality of public services, and theories about innovation. This study uses a qualitative methode, descriptive research type, research site located at UPTD Purabaya-Bungurasih Terminal in Surabaya. Informants were taken in this study is the Giver Services Officer or SmartCard operators and terminal users. For informant determination techniques for service providers using purposive sampling. Data was collected through observation, interview, and documentation. Then data analyzed using the data reduction, data presentation, and then drawing conclusions or verification. Conclusions obtained from this study is the application of SmartCard as innovations in UPTD Bungurasih Purabaya Terminal is complianced in order to improve the existing public services, even though the service still needs to be improve.

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