Tanujaya, Rio (2024) Pelayanan Publik Melalui Aplikasi Sipanji (Studi di Dinas Pendapatan Daerah Kabupaten Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

Current technological advances can no longer be avoided. These technological advances provide convenience in all fields and activities, one of which is public services. The Regional Revenue Agency created the SIPANJI application to improve services to the community, considering that the implementation of traditional public services is known to be slow and causes queues so that public satisfaction with the agency decreases.
The aim of this research is to find out, analyze and describe Public Services through SIPANJI in the Regional Revenue Agency of Malang Regency as well as to find out, analyze and describe the factors that support and hinder the implementation of SIPANJI in Malang Regency.
The research method in this study uses descriptive qualitative methods, data collection techniques using interview, observation and documentation techniques with data validity using triangulation techniques. Analysis by reduction, presentation and drawing conclusions. The research location is at the Malang Regency Regional Revenue Agency Office.
The results of this research are that the implementation of public services through SIPANJI is carried out in accordance with Bapenda's expectations in improving employee competency, always providing technical guidance and special training. Apart from that, to disseminate information to the community, Bapenda also provides outreach and services directly to the community. Apart from that, to maintain existing services, the head of the Bapenda always visits each upt to review the attitude and professionalism of each employee in providing services. However, there are still several obstacles that occur in its implementation.

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