The OPTIMALISASI SISTEM PELAYANAN MALANG ONLINE (SINGO) DALAM MENINGKATKAN KUALITAS PELAYANAN

Abstract

In terms of helping a village toprovide services inincreasing its role and function in the community, the central government is working with the Ministry of Home Affairs creating an innovation to help and improve public services through a new method and tool. The service innovation program undertaken is Malang Online Service System which is briefly referred to as SINGO. Kelurahan Sawojajar Urban held an innovation, namely SINGO Innovation. Malang Online Service System (SINGO) is an online-based system, so that this innovation makes it easy for the public to take care of the documents needed. This innovation also aims to improve the quality of service to the community. This study objective was to find out how to optimize SINGO services and analyze the supporting and inhibiting factors of SINGO innovation. This is a qualitative research whick involved primary and secondary data. The data collection techniques were interviews, observation and documentation. The validity of the data used triangulation techniques. The results showed that SINGO Optimization has run well in supporting the improvement of public services quality, but the service procedures have not been running well, free service costs.,SINGO service products were all types of letters of recommendation, adequate facilities and infrastructures, competency of service officers has a maximum and competent and responsible.