Lontong Balap Innovation in Population Administration Services in Surabaya City

Pemerintah Kota Surabaya mengatasi keluhan terkait dokumen administrasi kependudukan yang membutuhkan penetapan pengadilan negeri melalui Inovasi “Lontong Balap” berkolaborasi dengan Pengadilan Negeri Surabaya. Penelitian ini menganalisis penerapan inovasi melalui tipologi inovasi menurut Mulgan dan Albury serta faktor pendukung dan penghambatnya. Penelitian ini merupakan penelitian deskriptif kualitatif dengan pengumpulan data melalui wawancara, observasi, dan dokumentasi dari petugas Disdukcapil Kota Surabaya, Pengadilan Negeri Surabaya, dan beberapa pemohon. Penelitian ini dilakukan di Pengadilan Negeri Surabaya dan Gedung Siola Mall Pelayanan Publik. Analisis data menggunakan teknik Miles, Huberman, dan Saldana dengan tahapan reduksi data, penyajian data, dan penarikan kesimpulan.

Hasil penelitian menunjukkan inovasi produk, terdapat perubahan dalam layanan meskipun hasil dokumen tetap sama; inovasi proses, struktur organisasi tidak mengalami perubahan, terdapat perbedaan dalam menentukan pemohon yang masuk kuota persidangan, belum resminya SOP; inovasi metode, terdapat perubahan cara baru dalam mendapatkan salinan penetapan pengadilan negeri setelah sidang. Namun, terdapat pembatasan kuota, sehingga waktu tunggu sidang lama, kelalaian pemohon; inovasi kebijakan, belum adanya NKB sebagai landasan hukumnya dan minimnya sosialisasi; inovasi sistem, penyelenggara telah menunjukkan tanggung jawab dan keterlibatan aktif dalam pelaksanaan, tetapi kompetensi dan kemampuan teknis petugas kelurahan belum optimal, kurang telitinya petugas Disdukcapil Kota Surabaya dalam verifikasi berkas. Faktor pendukung inovasi: kesadaran aparatur, kemampuan dan keterampilan petugas Pengadilan Negeri Surabaya sudah baik adanya dukungan organisasi kedua instansi, serta sarana dan prasarana yang memadai. Faktor penghambat inovasi: dari struktur birokrasi, yaitu kelalaian petugas kelurahan dan Disdukcapil Kota Surabaya, dan dari luar sektor publik yaitu dari keraguan dari masyarakat, permasalahan berasal dari pemohon, dan adanya pengacara.

Kata kunci: tipologi inovasi, administrasi kependudukan, lontong balap.

The Surabaya City Government handles complaints regarding population administration documents that require a district court determination through the "Lontong Balap" Innovation in collaboration with the Surabaya District Court. This research analyzes the application of innovation through the typology of innovation according to Mulgan and Albury as well as supporting and inhibiting factors. This research is descriptive qualitative in nature by collecting data through interviews, observation, and documentation from officers from the Surabaya City Population and Civil Registration Department, the Surabaya District Court, and several applicants. This research was conducted at the Surabaya District Court and the Siola Mall Public Services Building. Data analysis uses the Miles, Huberman, and Saldana technique with stages of data reduction, data presentation, and drawing conclusions.
            The research results show product innovation, there are changes in services even though the document results remain the same; process innovation, the organizational structure has not changed, there are differences in determining applicants who enter the trial quota, SOP is not official yet; method innovation, there is a change in the new way of obtaining a copy of the district court's decision after the trial. However, there are quota restrictions, resulting in long waiting times for hearings, applicant negligence; policy innovation, the absence of NKB as a legal basis and minimal socialization; system innovation, the organizers have shown responsibility and active involvement in implementation, but the competency and technical abilities of sub-district officers are not optimal, Surabaya City Dukcapil officers are less thorough in verifying files. Supporting factors for innovation: awareness of the apparatus, abilities and skills of Surabaya District Court officers are good, there is organizational support from both agencies and adequate facilities and infrastructure. Factors inhibiting innovation: from the bureaucratic structure, namely the negligence of sub-district officials and the Surabaya City Dukcapil Office, and from outside the public sector, namely from doubts from the public, problems originating from applicants, and the presence of lawyers.
 
Key words: innovation typology, population administration, "Lontong Balap".