DIGITALIZATION EFFECT ON THE IMPLEMENTATION OF PUBLIC SERVICE IN PUBLIC RENTAL HOUSING OCCUPANCY IN DKI JAKARTA

• Main Author: H S Pane, Morina
• Format: Theses
• Language: Indonesia
• Subjects: Perencanaan wilayah
• Online Access: https://digilib.itb.ac.id/gdl/view/71186
• Institution: Institut Teknologi Bandung

The impact of technological developments is increasingly limitless and penetrates into important aspects of the wheels of government that are forced to provide good and responsive governance. The Indonesian government's efforts to improve public services through the use of information and communication technology is a breakthrough that really needs to be done, especially in creating effective and efficient public service values. Especially in DKI Jakarta, the implementation of eGovernment has had a positive practical impact on city governance. In the various urban problems encountered in Jakarta, the matter of public housing is one of the strategic issues that must be handled by the Provincial Government of DKI Jakarta to fulfill the mandate of the 1945 Constitution Article 28 regarding proper housing. The Provincial Government of DKI Jakarta provides decent housing, one of which is in the form of a public rental housing (rental flats) policy. In the management of flats, occupancy issues are closely related to the level of satisfaction of the occupants of the flats themselves. And one of the forming attributes is the services provided by the manager. For this reason, the Provincial Government of DKI Jakarta through the Public Housing and Settlement Area Services is improving the service for low-cost apartment housing carried out by the management unit by building a service digitization system through SIRUKIM. In carrying out their duties, the Rusunawa manager is described as a street-level bureaucrat who always interacts directly with the community and has discretion in the services provided. On the other hand, in principle the digitization system can automate the manager's task roles, but services in the flats require services that can interact directly with managers. For this reason, this study aims to identify the effect of the application of digitalization of public services in the housing complex of DKI Jakarta flats on the roles and duties of managers and how the outcome of services received by the residents of the flats changes. The method used in this study is a mixed method, by first conducting qualitative research to find out what things need to be known in implementing e-Government and implementing the roles and duties of managers as street level bureaucrats based on the results of literature studies and interviews. Furthermore, quantitative research was conducted to see an overview of the components that influence the roles and duties of the manager and the discretion they have as a street level bureaucrat as well as a comparison of the service outcomes received by the residents of the flat based on the results of interviews and questionnaires to managers and residents. The results of this research are expected to be a theoretical application in the science of urban governance, especially regarding infrastructure and management of public services. In addition, this research can be input for improving the management of flats in the future, as well as for deciding policies and programs to increase the satisfaction of flat occupants. Based on the results of the analysis, support for the implementation of digitalization is considered quite good as the initial stage of implementing a digital technology information system. This can be seen from the availability of leadership support, regulations, resources, information technology and institutions. There are no significant changes to the flow and service procedures. Digitalization changes several stages of service to be easier, faster, more handled, and recorded. Based on the results of the manager's questionnaire for the components of implementing the roles and duties of the manager: official policies/regulations are categorized as 'good', human resources are categorized as 'good', norms and values are categorized as 'very good'; and organizational management is categorized as 'Very Good'. However, as a street level bureaucrat, sometimes managers still have to take 'discretionary' actions towards the community because of meeting organizational targets, requests for service assistance from residents and potential input/directions/interests from political elements. The application of digitalization of services has an effect in the form of small changes to the roles and tasks of managers, large changes in discretionary discretion (the majority of respondents stated that discretion cannot be exercised anymore) as well as changes in service outcomes received where residents feel more satisfied when receiving services digitally compared to other conventional way. By looking at some of the existing theoretical views, the results of this study show that human 'interference' does not disappear but decreases in apartment services when implementing digitalization. Because even though face-to-face interaction is quite reduced in service, this cannot be eliminated. Flat housing services are part of a complex service. Because it has a lot to do with the basic interests of society and the interests of political elements that require analytical judgments and decisions from superiors. So that digital discretionary actions are difficult to do with computer technology because there is still partial human intervention in the process. Thus, it can be concluded that the application of digitizing services in residential flats is feasible to use and develop according to the service needs of residents and prospective residents. However, the role of the manager as a street level bureaucrat cannot be replaced by the application of digitalization. For this reason, better supervision is needed on the use of digital application systems and for managers to issue discretion that is contrary to the values of transparency and accountability.