This study aims to determine how the application of the New Public Service concept to the WADUL-E Service (Aspiration and Electronic Complaints Forum) in Pacitan Regency. This study used a qualitative approach and the determination of informants using the purposive sampling technique. The results showed that the concept of the New Public Service was not fully applicable to the Pacitan WADUL-E Service, because the researchers did not find data related to the 6th indicator, which is serving not directing which contains the position of the leader here, not as the owner but as a public servant or public servant. However, the rest of the concept of the new public service is in accordance with the real situation in the Pacitan Wadule Service. Hence, it is necessary to have in-depth research to find out the leadership side in the service. Based this research, it can be conculed that it is one of the public innovation efforts created by the Pacitan Regency Government is to provide Complaint Services in the form of WADUL-E Services of Pacitan Regency which was formed and inaugurated on March 14, 2018. By utilizing this service, it is hoped that the aspirations and omplaints of the Pacitan citizens are connected to regional government.
Pelayanan publik adalah suatu kegiatan pemenuhan kebutuhan masyarakat dalam bentuk jasa maupun barang, namun saat ini buruknya pelayanan publik yang dirasakan masyarakat adalah pelayanan yang berbelit-belit, keterampilan pelayan publik yang kurang profesional, serta waktu pelayanan yang kurang efektif dan efisien. Permasalahan ini muncul dalam rangka untuk memberikan evaluasi kepada pelayan publik supaya lebih baik. Pelayan publik dituntut dapat menciptakan suatu ide atau inovasi pelayanan supaya kepuasan suatu masyarakat dapat terjamin. Media sosial menjadi solutif-alternative yang sangat berperan penting untuk optimalisasi sebuah sistem kerja pemerintah, salah satunya melalui media sosial twitter. Tujuan penelitian ini adalah untuk mendeskripsikan secara akademik dan ilmiah tentang pemanfaatan media sosial twitter dalam birokrasi pemerintahan sebagai upaya peningkatan pelayanan prima dengan berbagai informasi peristiwa yang penulis dapatkan. Metode penelitian ini menggunakan pendekatan kualitatif-deskriptif, sedangkan teknik analisis yang digunakan adalah analisis isi (content analysis) yang memuat metode induksi, deduksi, dan komparasi. Objek penelitian ini adalah media sosial akun twitter @ganjarPranowo dan akun twitter @ridwanKamil sebagai akun twitter resmi kepemilikan Ganjar Pranowo dan Ridwan Kamil. Hasil penelitian menunjukkan pemanfaatan media sosial twitter dalam birokrasi pemerintahan Ganjar Pranowo dan Ridwan Kamil sebagai upaya peningkatan pelayanan prima sudah memenuhi aspek variabel teori pelayanan prima. Dalam mewujudkan pelayanan prima melalui media sosial twitter telah menerapkan standar: kemampuan (ability), sikap (attitude), penampilan (appearance), perhatian (attention), tindakan (action), dan tanggung jawab (accountability). Dengan adanya media sosial twitter ini pemerintah menjadi lebih mudah untuk mengakses suatu informasi yang timbul di masyarakat, sehingga interaksi masyarakat dengan pemerintah menjadi mudah dan efektif. AbstractPublic service is an activity to meet the needs of the community in the form of services and goods, but currently the poor public services that are felt by the community are convoluted services, the skills of public servants who are less professional, and service time that is less effective and efficient. This problem arises in order to provide an evaluation to public servants to be better. Public servants are required to create an idea or service innovation so that the satisfaction of a community can be guaranteed. So, social media becomes a solutive alternative that plays an important role in optimizing a government work system, one of which is through social media Twitter. The purpose of this study is to describe academically and scientifically about the use of social media Twitter in the government bureaucracy as an effort to improve excellent service with various information events that the author gets. This research method uses a qualitative-descriptive approach, while the analytical technique used is content analysis which contains the methods of induction, deduction, and comparison. The object of this research is the social media account @ganjarPranowo and @ridwanKamil twitter account as the official twitter account of Ganjar Pranowo and Ridwan Kamil. The results showed the use of social media Twitter in the government bureaucracy of Ganjar Pranowo and Ridwan Kamil as an effort to improve excellent service had fulfilled variable aspects of excellent service theory. In realizing excellent service through social media, Twitter has implemented standards: ability, attitude, appearance, attention, action and accountability. With the existence of Twitter social media, the government becomes easier to access information that arises in the community, so that community interaction with the government becomes easy and effective.
