Proses Inovasi Pelayanan Publik:(Studi tentang Proses Inovasi Klinik Pelayanan Perizinan(KLIPPER) di Dinas Perizinan Kota Yogyakarta)

Muhammad Rizki Pratama , Ely Susanto

2016 | Tesis | S2 Magister Administrasi Publik

ABSTRACT Innovation becomes public hope when bureaucracy reformation does not successful. It happens because innovation can be an instrument to improve public service. Innovations in the scope of local government in Indonesia today become a trend for fulfilling public needs. Yogyakarta City is one of the best local governments that success in innovation such as a story from Yogyakarta City Licensing Service Office which is as good practice in public service. That point can be proven through Licensing Service Clinic (KLIPPER) that is successful to assist daily organizational task and give benefit for public. KLIPPER is a licensing consultation program for investor who will make complex building in order to make license process faster, cheaper and not broke regulation. KLIPPER innovation is important to be revealed at several questions how to initiate, develop, implement and diffuse innovation so that can be successful. In addition, successful innovation is only a few parts from the total innovations which have a great failure ratio in most cases. That is important to know what process happened behind the innovation. That problem can be explained with process theory which separated innovation process to be initiation, implementation and diffusion. This study uses qualitative approach to interpret involved actor’s experiences in innovation process. This study concludes that innovation is not accidental action but it can be traced through the process so that can become a framework to carry out innovation. There are several phases like initiation, implementation and diffusion on innovation process. On that phase also contains several episodes which is different each other. Furthermore on each phase is executed by several formal and informal strategies. Many factors emerge neither driving nor inhibiting innovation process which become critical moment for processing innovation. This study recommends for innovators and public managers to learn innovation process framework starts with following phases and episodes, executing several strategy and calculating factors that can drive and inhibit innovation. Keywords: Innovation, Innovation Process, Public Service Innovation, Licensing Innovation

Kata Kunci : Pelayanan Publik