Strategies For Enhancing the Digitalization of Local Public Services as a Social Innovation in Bogor Regency
Abstract
The digitization of civil registration services is a local government initiative to improve the effectiveness of public services and public satisfaction. However, its implementation has not yet been fully optimized or evenly distributed due to disparities in human resource readiness, technological infrastructure, and public digital literacy. This study aims to analyze the impact of social innovation on service effectiveness, the impact of service effectiveness on public satisfaction, compare service effectiveness and public satisfaction between Cibinong Subdistrict and Caringin Subdistrict, and formulate strategies for improving digital-based civil registration services. The study employs a mixed-methods approach, with data collected through questionnaires, interviews, observations, and documentation. Data analysis utilized simple linear regression, the Mann–Whitney U test, SWOT analysis, and QSPM. The results indicate that social innovation has a positive and significant effect on service effectiveness, with a significance value of 0.000, a regression coefficient of 0.856, and an R² of 0.762. Service effectiveness also has a positive and significant effect on community satisfaction, with a significance value of 0.000, a regression coefficient of 0.932, and an R² of 0.727. The Mann–Whitney U test revealed a significant difference between Cibinong Subdistrict and Caringin Subdistrict in terms of service effectiveness and public satisfaction, with an Asymp. Sig. (2-tailed) value of < 0.001. The priority strategy based on the QSPM is to enhance civil servant competencies through digital training, strengthen technology infrastructure, and improve public digital literacy, with a TAS value of 6.82.
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