Wahyudi, Diana Putri (2026) Public Value Layanan Awak Sigap Dalam Penyelenggaraan Smart City Oleh Dinas Komunikasi Dan Informatika Kota Madiun. Undergraduate thesis, UPN VETERAN Jawa Timur.
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Abstract
The Awak Sigap Service is a digital-based public complaint service innovation developed by the Department of Communications and Informatics of Madiun City as part of the Smart City implementation. The success of a digital public service is not only measured by the utilization of technology but also by its ability to create public value for the community. This study aims to analyze the public value of the Awak Sigap Service in the implementation of Smart City in Madiun City using the dimensions of Outcome Achievement, Trust and Legitimacy, Service Delivery Quality, and Efficiency proposed by Faulkner and Kaufman (2017). This research employed a qualitative method with a descriptive approach. Data were collected through interviews, observations, and documentation, while data analysis was conducted using the interactive model of Miles, Huberman, and Saldana. The findings indicate that the Awak Sigap Service has succeeded in creating public value by providing benefits to the community, including easier access to public complaint services, improved communication between the government and the community, and greater efficiency in terms of time, cost, and effort. The service is also supported by a clear legal framework, easy access through WhatsApp, responsive operators available 24 hours a day, and coordination with relevant local government agencies in handling public complaints. Nevertheless, several challenges remain, including the limited public awareness of the service due to insufficient socialization, public concerns regarding the provision of personal data during the verification process, and the resolution of certain complaints that still depends on the responsiveness of the relevant local government agencies. Keywords: Public Value, Smart City, Awak Sigap Service, Digital Public Service, Public Complaint Service.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Diana Putri Wahyudi | ||||||||
| Date Deposited: | 01 Sep 2026 02:51 | ||||||||
| Last Modified: | 01 Sep 2026 02:51 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59560 |
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