Digitalization of Public Services in the Republic of Indonesia Police: Challenges and Opportunities of the Polri Super App
Susmiyati1), Nur Asiah2) Safriansyah3)

1,2,3 Public Administration, Universitas Terbuka

Abstract

This study aims to examine the implementation of the Police Super App-based SKCK service as a form of public service transformation in the Indonesian National Police. This study focuses on the management of public services for SKCK services, steps taken to address service constraints, and innovations undertaken to create easy, fast, precise, transparent, efficient, and accountable services. The study was conducted at the Purbalingga Police Station using a qualitative descriptive approach. Research data were obtained through in-depth interviews with several informants and direct observation of the research objects. The results show that the digitalization of the Police Super App-based SKCK service has been implemented and has had a positive impact on the community. This is demonstrated by the positive response from the community. The Purbalingga Police Station continues to strive to develop and improve services by offering various conveniences for the community, such as a free WIFI network, adequate and friendly service office facilities for vulnerable groups, competent officers in service, aspiration facilities, and easy document access for applicants. However, there are still problems in the Police Super App-based SKCK service such as application errors, a lack of digital literacy among some applicants, and information deficits among some members of the community. This study provides recommendations for improving and strengthening the application, disseminating information to the public about the digitalization of the application, and the SKCK application procedure.

Keywords: Police Super App, public services, SKCK

Topic: Building Adaptive and Digitally-Enabled Public Administrations for Responsive Governance (Adaptive Governance- Digital Public Administration- Responsive Public Service Delivery)