PEMANFAATAN SUKMA E-SANTRI DALAM MENINGKATKAN KUALITAS PELAYANAN DI BAGIAN TATA PEMERINTAHAN KABUPATEN JOMBANG

Abstract

Effective and innovative public services are the main indicators of the success of local governments in the digitalization era. Jombang Regency through the Governance Section of the Regional Secretariat developed information technology-based service innovations by launching the Sukma E-Santri application. This program aims to improve the quality of public services through electronic community satisfaction surveys. This service aims to analyze the implementation of Sukma E-Santri, identify employee and community responses, and increase community participation in public service evaluation. The method used is participatory observation for 40 days through direct involvement in services, survey completion, and documentation. The results show that the implementation of the application has been effective among employees, although challenges are still found in the level of digital literacy of the community. Therefore, wider socialization efforts and the provision of supporting facilities are needed to optimize community participation in improving service quality.

Keywords: Public Service; Digital Innovation; Sukma E-Santri