Skripsi

INOVASI LAYANAN M-PASPOR DALAM PEMBUATAN PASPOR JEMAAH UMRAH MELALUI AGEN TRAVEL DI KANTOR IMIGRASI KELAS I TPI PANGKALPINANG

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Digital-based public service innovation is one of the government's strategies to improve the quality and effectiveness of public services. One form of this innovation is the implementation of the M-Passport application in passport making services. This study aims to analyze the success of the M-Passport service innovation in issuing Umrah pilgrim passports through travel agents at the Pangkalpinang Class I TPI Immigration Office. This study uses a descriptive qualitative method. Data collection techniques are carried out through observation, in-depth interviews with informants consisting of primary informants, supporting informants, and key informants, and supported by documentation. This research analysis uses the E-Government Systems Theory proposed by Heeks (2006) with seven dimensions: information, technology, process, goals and values, staff and expertise, management and structure, and other or external factors. The results of the study indicate that in general the M-Passport service innovation is considered successful in increasing the effectiveness and efficiency of Umrah pilgrim passport making services. However, several obstacles are still found, such as limited digital literacy among elderly applicants, differences in population data, and system and network disruptions at certain times. The M-Passport service innovation has provided tangible benefits in the passport-making service for Umrah pilgrims, although several indicators still need to be refined so that the service can be accessed more optimally and inclusively. Keywords: Public Service Innovation, M-Passport, Umrah Pilgrim Passport, Digital Services, Immigration.

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Detail Information

Series Title

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Call Number

T1936902026

Publisher

Indralaya : Prodi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik Universitas Sriwijaya., 2026

Collation

xv, 35 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

351.598 07

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

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Subject(s)

Prodi Ilmu Administrasi Publik
Inovasi Pelayanan Publik

Specific Detail Info

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Statement of Responsibility

KA

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