INOVASI PELAYANAN PUBLIK BERBASIS CHATBOT WHATSAPP ‘MOJOKERTO EXCELLENT COURT’ (MOXER) GUNA MEMENUHI WBK/WBBM DI PENGADILAN NEGERI MOJOKERTO KELAS 1A,KABUPATEN MOJOKERTO,PROVINSI JAWA TIMUR

PUBLIC SERVICE INNOVATION BASED ON WHATSAPP CHATBOT 'MOJOKERTO EXCELLENT COURT' (MOXER) TO MEET WBK/WBBM IN THE MOJOKERTO STATE COURT CLASS 1A, MOJOKERTO DISTRICT, EAST JAVA PROVINCE

Istilah e-Government di Indonesia baru dimulai pada awal tahun 2000. Tiap birokrasi tentunya memiliki inovasinya masing dalam meningkatkan kualitas pelayanan dan menjalankan E-Government salah satu inovasi yang peneliti ambil untuk studi kasus adalah sebuah inovasi yang diciptakan oleh Pengadilan Negeri Mojokerto dengan nama MOXER (Mojokerto Excelent Court). Penelitian menggunakan pendekatan deskriptif metode kualitatif. Sumber data yang meliputi data primer dan data sekunder, teknik pengumpulan data meliputi observasi, wawancara, dokumentasi. Analisis data dilakukan dengan pengumpulan data, reduksi data, tahap penyajian data, dan penarikan kesimpulan.

 Hasil penelitian Permen PAN & RB No 91 Tahun 2021 tentang Pembinaan Inovasi Pelayanan Publik menjelaskan tentang kriteria inovasi pelayanan publik seperti berikut yaitu : (1) Memiliki kebaruan, dinilai sudah sesuai karena inovasi tersebut tercipta dari ide atau gagasan yang baru. (2) Efektif, dinilai sudah efektif dalam meningkatkan kinerja pegawai dan pelayanan publik. (3) Bermanfaat, dinilai sudah sesuai karena selama penerapannya masih memliki manfaat kepada pegawai dan masyarakat hingga saat ini. (4) Mudah disebarkan, dinilai belum memenuhi indikator Karena inovasi tersebut kurang maksimal dalam penyebarannya dan hanya beberapa masyarakat yang paham akan inovasi tersebut. (5) Berkelanjutan, dinilai sudah memenuhi dikarenakan inovasi MOXER tersebut masih digunakan oleh semua pegawai serta masih bisa diakses dan dikembangkan untuk masyarakat juga. Kesimpulan diatas terkait inovasi pelayanan publik MOXER dapat dinilai sudah sesuai dengan indikator tersebut namun terdapat kendala yaitu kurangnya sosialisasi kepada masyarakat sehingga hanya beberapa orang saja yang mengetahui inovasi tesebut.

Kata Kunci : E-Government, Pelayanan Publik, Inovasi

The term e-Government in Indonesia only started in early 2000. Each bureaucracy certainly has its own innovations in improving service quality and running E-Government. One of the innovations that researchers took for the case study was an innovation created by the Mojokerto District Court under the name MOXER (Mojokerto Excellent Court). The research uses a descriptive qualitative method approach. Data sources include primary data and secondary data, data collection techniques include observation, interviews, documentation. Data analysis was carried out by data collection, data reduction, data presentation stages, and drawing conclusions.

The research results of Minister of PAN & RB Regulation No. 91 of 2021 concerning the Development of Public Service Innovation explain the criteria for public service innovation as follows: (1) Having novelty, it is considered appropriate because the innovation is created from a new idea or concept. (2) Effective, considered to be effective in improving employee performance and public services. (3) Useful, considered appropriate because during its implementation it still has benefits to employees and the community to this day. (4) Easy to spread, considered not to meet the indicators because the innovation is not optimal in its distribution and only a few people understand the innovation. (5) Sustainable, considered satisfactory because the MOXER innovation is still used by all employees and can still be accessed and developed for the community as well. The conclusion above regarding MOXER's public service innovation can be considered to be in accordance with these indicators, however there is an obstacle, namely the lack of socialization to the public so that only a few people know about this innovation.

Keywords: E-Government, Public Services, Innovation