Employee Service Innovation, Responding to Technological Disruption
Putu Ayu Willy Indah Sari
Master of Public Administration, Postgraduate Program, Undiknas Graduate School
Email: [email protected]
ABSTRACT
The Utilization of Civil Service Information Center Application (PILKB) is able to provide a positive value for the development of information technology use in personnel services in managing all types of service processes submitted to the Human Resources Development and Resources Agency (BKPSDM) of Buleleng Regency . The web-based application is designed for civil servant management in Buleleng Regency. The purposes of this study were; to know the use of information technology and administrative apparatus in the implementation of e-government through the Civil Service Information Center (PILKB), to know the quality of civil services, to determine the success of employee service innovation. This was qualitative research in which the researcher made the main instrument in data collection. The selection of informants was done by purposive sampling. The results showed that the utilization of Civil Service Information Center (PILKB) at BKPSDM in Buleleng Regency became part of the sophistication of information technology, information sophistication, managerial sophistication and functional sophistication so that it was able to improve the 5 dimensions of quality public services namely;
tangibles, reliability, responsiveness, assurance and empathy to reduce all risks of errors and the timeliness of the service process. The success of using PILKB innovation is measured by 5 success factors, namely; Leadership, Management/Organization, Risk Management, Human Capital and Technology with various inputs on the problems that occur during the service process and the urge to improve the quality of services provided all this time .
Keywords: Innovation; Civil Services; Disruption; Information Technology; Public Services . .
INTRODUCTION
One of the big challenges by the government (Bentley, 2013; Jones, 2017; Locke, 2013; Smith, 2018), especially local governments, is to display a professional apparatus, have a high work ethic, competitive advantage and the ability to adhere to bureaucratic ethics in carrying out its duties and functions as well as fulfill people's aspirations and be free from Collusion, Corruption and Nepotism (KKN) (Djatmiko, 2019;
Orkodashvili, 2011; Primanto et al., 2014; Sudaryanto, 2014). To carry out bureaucratic functions appropriately(Sihite et al., 2020; Umar et al., 2019), quickly, and consistently in order to create an accountable and good bureaucracy, the government has formulated a regulation to be the basis for implementing public service bureaucratic (Fukuyama, 2013; Hupe & Buffat, 2014; Idris et al., 2015; Lipsky, 2010) reform in Indonesia, namely Law Number 5 of 2014 concerning State Civil Apparatus and Law Number 25 of 2009 concerning public services in accordance with efforts to improve quality and ensure the provision of public services which emphasizes changing the mindset and
paradigm of the apparatus as implementers of public policies, public servants, and glues and unifies the nation. Civil Servants (PNS) must have innovative thinking in running the wheels of government (Erniwati et al., 2020; Giroth et al., 2022; Irawati et al., 2021;
Zulkarnaini et al., 2020) because with innovative thinking they will be able to answer all problems in society with practical solutions. Civil servants who only carry out routine work and programs (Ali, 2019; Casalino et al., 2020; Locke, 2013; Lotunani et al., 2014) that are ordinary in nature must be abandoned by improving the way civil servants work. This is one of the steps to make evaluations for civil servants by fulfilling the work targets of each unit. This work agreement will be able to create innovation for every civil servant so that they can complete their work in a fast time without losing the impression of being procedural that must be passed. In the future, civil servants are expected to have special skills so that the level of civil servant education in the future will be more concentrated on vocational education. With vocational education, it is certain that the ability to manage services to the community will be more innovative.
Currently the management of personnel services is expected to continue to innovate to be able to answer all obstacles in society. Personnel service innovations should be followed by the development of infrastructure and apparatus in improving services. This infrastructure development includes a web service of service information which will be managed by the apparatus in the agency as a carrying capacity and a benchmark for the quality of the service provided. Fast, precise and maximum staffing services as well as administrative completion according to Standard Operating Procedures (SOP) also affect the level of service quality. Innovation is certainly beneficial for civil servants with the comfort that is felt when served well, it is hoped that civil servants will also be inspired to provide good service to the community, so that in the end it will have a multiplier effect on civil servants and the community or the public at large. This is where the meaning of good governance is realized and it is hoped that the existence of the Personnel Service Information Center (PILKB) of the Buleleng Regency Personnel and Human Resources Development Agency can accelerate the achievement of Whole of Governance , namely government that favors improving people's welfare through more integrated, easier, and more efficient services. cheaper, better quality and synergize with all sectors in achieving the vision and mission of the development of Buleleng Regency. Web-based application designed that is adapted to the real conditions of civil servant management in Buleleng Regency. The Personnel Service Information Center (PILKB) is integrated with the Personnel Information and Management System (SIMPEG) database, so that all forms of personnel data updates are related to one another. PILKB facilitates internal services, namely receipt of electronic-based staffing proposal files that provide convenience in the recording, disposition, proposal file management, reporting, and tracking processes. So that the proposed file regarding staffing that goes to BKPSDM Buleleng Regency becomes more structured, measurable, effective, and efficient.
The main problem that can be investigated in this research is how to use information technology and administrative apparatus in the implementation of e- government through the Personnel Service Information Center (PILKB) so as to be able to see how the quality and success of personnel service innovations in the utilization of the Personnel Service Information Center (PIL KB).
Some of the benefits of research that can be obtained from the use of information technology in improving the quality of public services through the Personnel Service Information Center (PILKB) and measuring the success rate of using PILKB innovations in the personnel service process.
METHOD
This research was conducted at the Agency for Personnel and Human Resources Development (BKPSDM) of Buleleng Regency intentionally (purposively) with the consideration of being one of the Regional Work Units (SKPD) responsible for personnel administration to civil servants and the Regent. This research is a qualitative research using descriptive method in order to describe the state of the subject/object of the researcher based on the facts of the field. Primary data sources are obtained from structural officials, officers who directly deal with application program users at the Agency for Personnel and Human Resources Development. And secondary data obtained from databases or reports through the Personnel Service Information Center.
In this study, the research population is 42 personnel operators who use the PILKB application in the Buleleng Regency Government. The sample in this study was taken using a non-probability sampling method, namely a sampling technique that does not provide equal opportunities / opportunities for each element or member of the population to be selected as a sample. One of the techniques used in this method is purposive sampling. Purposive sampling or conditional sampling is the selection of samples based on certain characteristics or criteria. Collecting data in this study using observation, interviews and documentation studies. The data collected through interviews were guided by in-depth questions about PILKB. The question section consists of four indicators of the sophistication of the use of information technology, five dimensions of improving the quality of public services and the success factors of innovation. So that the data in qualitative research can be accounted for as scientific research, it is necessary to test the validity of the data consisting of Triangulation Techniques, Persistence of Observation, Detailed Descriptions and Trial Tests. In data analysis, the researcher uses an interactive model, whose elements include data reduction, data display, and conclusion drawing/verifiying.
RESULTS AND DISCUSSION
The Personnel Service Information Center (PILKB) is a staffing service product as a form of commitment in serving excellently all civil servants within the Buleleng
Regency government. This system adopts mobile banking (m-Banking). All forms of personnel service information and transactions are available in it. This is a Bureaucratic Reform to provide service efficiency, change the paradigm, and the mindset that the State Civil Apparatus will always be the implementer of public policies, public servants, and the glue that unites the nation.
The effective adoption of information technology by the government appears to be higher than expected. Technological innovations such as e-government systems can create significant benefits for governments that include reducing communication and information costs, maximizing speed and extending reach. PILKB is an information technology sophistication that has been carried out with a planning process that includes a number of important factors as the implementation of various standards and documents that help justify the product results of the implementation of e-government.
The Personnel Service Information Center (PILKB) itself is part of the sophistication of information technology that is capable of becoming technological sophistication, information sophistication, functional sophistication and managerial sophistication.
Table 1
Transparency Level of Service Process Sub-Division of Mutation through PILKB Application
No Month File
Number of services JLH Number of Services updated in the PILKB
app
JLH Trans parenc y Level
% Status
KPs Propo sal Note
SI R
PMK KP's
propo sal note
SIR PMK
1 August 67 0 1 68 67 0 1 68 1.00 100 Achieve
d
2 September - - - - - - - 0 - - -
Based on the table on the level of transparency of personnel services above, it is generally illustrated that the use of information technology through the Personnel Service Information Center (PILKB) has dimensions of the value of public services, including increasing public services, increasing administrative efficiency , government's ability to be open, increasing ethical behavior and professionalism, increasing trust. and belief in governance and the promotion of social value and well-being .
Table 2
Verification Error Rate By PILKB Operator
No Month File
Number of Proposed Note verifications
JLH Number of Proposed Note Verification Errors
JLH Trans parenc y Level
% Status
Taspe n Card
JK K
SLKS Taspen
Card
JKK SLKS
1 August 2 0 220 222 0 0 0 0 0 0% Achieve
d
2 September - - - 0 - - - 0 - - -
Table 3
Timeliness of Completion of SK Study Assignments and Study Permits
N o
Month File
Number of Proposed Note
verifications
JLH Number of Proposed Note Verification Errors
J L H
Transpa rency Level
% Status
SK Study Tasks
Study Permit
SK Study Tasks
Study Permit
1 August - - 0 0 - 0 - - -
2 September 1 4 5 1 4 5 1 100
%
Achieved
In table 3 the level of verification error and timeliness in general can be described that the quality of public services in the field of personnel through PILKB is able to reduce all risks of errors and the timeliness of completion of the service process by mapping problems that become obstacles during the service process and being able to immediately find solutions of any existing problems so that these obstacles are no longer a barrier in providing services at BKPSDM. The five dimensions of the quality of public services are always carried out in carrying out personnel services in order to realize satisfaction and improve service quality.
Employee service innovation by creating a Personnel Service Information Center (PILKB) regarding a website and mobile-based personnel service information system that is integrated with the Personnel Information System (SIMPEG). PILKB itself was released in October 2016. The PILKB innovation was created to make it easier for civil servants in the Buleleng Regency Government to find information on staffing services and make it easier to propose staffing services at BKPSDM. PILKB innovation displays information on terms of service, ticket checks for PILKB customers who have proposed services and PILKB admin features in the service process. In the future, the features in PILKB will continue to be developed to be better in line with the needs of civil servants who perform staffing services as well as obstacles that occur during the process of implementing personnel services. The existence of the development of PILKB innovation at the BKPSDM of Buleleng Regency was able to make the best category in personnel management with aspects that include personnel services, PILKB innovation, use of CAT, and implementation of the assessment center so that in 2017 the BKPSDM of Buleleng Regency won the BKN Award for the second time with a
different category. . This makes the motivation for the leadership and all apparatus at BKPSDM to continue to improve insight and creativity in creating innovations in personnel services.
The process of creating innovation in the public service process, especially personnel services, cannot be separated from the intervention of all parties, both internal parties from the Buleleng Regency BKPSDM and external parties from each SKPD within the Buleleng Regency Government Scope. Innovation is born with various inputs on problems that occur during the service process and the desire to improve the quality of services provided so far. The presence of PILKB innovation is able to answer all the problems that occur based on the determinants of the success of public services and is able to give high appreciation for the BKPSDM of Buleleng Regency to continue to strive to improve the quality of personnel services. Despite the potential for e-Government initiatives, the implementation and adoption of PILKB still presents a number of challenges. It is still necessary to develop service features that are felt during the service process that are still deemed to be less supportive of the performance process in providing services .
CONCLUSION
Based on the discussion of the results of the research analysis of Personnel Service Innovation, Responding to Technology Disruption, it can be concluded that the use of information technology in the public service process in this case at the BKPSDM Buleleng Regency is a key success strategy that can be achieved. establish different bureaucratic services to generate new public value by innovating through services, legal regulations, and policies . PILKB innovation in its application is able to answer all these problems by providing services that are transparent, accountable, effective and efficient.
The Personnel Service Information Center (PILKB) is part of the sophistication of information technology that is capable of becoming technological sophistication, information sophistication, managerial sophistication and functional sophistication.
By implementing the five dimensions of service quality in the future, BKPSDM Buleleng Regency is able to improve the quality of staffing services that are standardized to ISO (9001:2015) and demands the performance of the BKPSDM apparatus to always be improved with the PILKB information system. PILKB innovation makes BKPSDM apparatus to create and carry out creativity towards the Personnel service process by observing all forms of problems and obstacles that occur during the service process. The E-Government system is an effort by local governments to implement the use of computers, computer networks and information technology to run the government and participate in responding to the current disruption of information technology. 5 (Five) Success Factors Innovation is a determinant for an innovation so that it is feasible to be developed and used as a guide in implementing public services.
Things that can be developed in PILKB innovation in order to improve the quality of personnel services at BKPSDM Buleleng Regency are 1) Communicating and coordinating with internet network provider partners to immediately improve the
VPN/IP network that has been installed in order to improve connectivity in accessing PILKB so that it does not become an obstacle in carrying out the service process, 2) The process of developing PILKB as a step to balance the speed and accuracy of information from PILKB innovations in order to maintain existence in the midst of advances in information technology. One of the steps to be taken is the development of a paperless process for each personnel service. Carry out paperless development in several personnel services by further intensifying SIMPEG access at PILKB to synergize staffing data that is already available at SIMPEG to be used as document guidelines in the proposed staffing service, 3) The Civil Service and Human Resources Development Agency (BKPSDM) of Buleleng Regency is starting to be more many more recruit employees, both civil servants and contract employees who have a vocational educational background in order to support development and creativity in creating innovations in personnel services.
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