Form of Public Service Innovation in toward Future of Government in Surabaya City: Study of the "6 in 1" Population Administration Program

Abstract

Governments and public sector organizations face a future where dealing with uncertainty while delivering services that are fast, affordable, and innovative, in the context of the Industrial Revolution 4.0 and even during this unexpected Covid-19 pandemic. One of the Surabaya City Government public service innovations is the "6 in 1" program which includes the management of birth certificates, deaths, marriages, divorces, moving letters of arrival, and moving out online. The purpose of this study is to describe and analyze the innovations of the "6 in 1" program by the Surabaya Population and Civil Registry Service office. This type of research used in this research is descriptive with a qualitative approach. From the results of this study, it is found that the components of Governance and Innovation, Sources of The Ideas for Innovation, Innovation Culture, Capabilities and Tools, Objectives Outcomes Drivers and Obstacles, and Collecting Innovation Data for Single Innovations have been running quite well and there are no significant obstacles. Based on the research results, it is known that the innovation of the "6 in 1" program fulfills the elements of research focus according to Bloch & Bugge, although it is still not fully optimal.