Analysis of the Effectiveness of Based Public Services Information and Communication Technology (ICT)

Abstract

This research is entitled: Analysis of the Effectiveness of Public Services Based on Information and Communication Technology (ICT): Study of the National Public Service Complaint Management System for People's Online Aspiration and Complaint Services (SP4N LAPOR) at the Communication and Information Service of the Riau Islands Province. The aim of the research is to determine the effectiveness of public services that utilize information and communication technology (ICT) with the SP4N LAPOR Application service at the Riau Islands Province Communication and Informatics Service (Diskominfo). The SP4N LAPOR Application is an application that can be used for category purposes. reporting in the form of aspirations and appreciation, as well as requests for public information and complaints and reports in the reporting completion category. and one of the government's efforts to provide high-quality public services for the community. In measuring the level of program effectiveness, researchers used Champbel theory (in Mutiarin and Arif, 2014). Also this research is descriptive in nature by applying qualitative methods. Informants were determined by applying purposive sampling techniques. In data collection, research instruments were used, including field observations and interviews with several informants. Then documentation studies are used for the documents in the research. Meanwhile, data analysis techniques are carried out through data reduction, displaying data and drawing conclusions on research that has been carried out. In the research results, it was found that the effectiveness of ICT- based public services with the SP4N LAPOR application in the Riau Islands Province Communication and Information Service (Diskominfo) was running quite effectively, although there were a number of obstacles, including limited reliability human resources in the field of information technology and obstacles. others in the form of the Riau Islands Provincial Government, especially Diskominfo, do not yet have an Information and Communication Technology (ICT) master plan and an Electronic Based Service System (SPBE) architecture.