Digitalisasi dan Inovasi Proses Layanan
Upaya Peningkatan Kualitas Layanan Pendidikan Tinggi di Pulau Kalimantan
DOI:
https://doi.org/10.21787/jbp.16.2024.69-81Kata Kunci:
Digitalisasi, Pelayanan Publik, Inovasi Proses, Digital LeadershipAbstrak
Pelayanan publik yang mengimplementasikan asasnya merupakan amanat Undang-Undang. Digitalisasi dan inovasi proses layanan menjadi suatu keharusan pada era digital saat ini. Masih banyaknya laporan masyarakat atas layanan digital secara umum dan masih banyaknya perguruan tinggi swasta di Kalimantan memiliki akreditasi kategori C/Baik/Tidak Terakreditasi menandakan proses digitalisasi dan inovasi layanan pada layanan pendidikan tinggi di Kalimantan mempunyai tantangan yang tidak mudah. Penelitian ini bertujuan untuk mengungkap bagaimana upaya Lembaga Layanan Pendidikan Tinggi (LLDIKTI) Wilayah XI dalam meningkatkan kualitas layanan pendidikan tinggi di Pulau Kalimantan serta untuk mengetahui faktor keberhasilan dan faktor penghambat pada upaya ini. Metode pada penelitian ini adalah kualitatif dengan interview atau wawancara dan observasi sebagai data primer, sedangkan data sekunder menggunakan dokumentasi, dan studi literatur. Teknis analisis data menggunakan triangulasi dengan tahap pengumpulan data, reduksi, penyajian, dan verifikasi. Hasil menunjukkan bahwa 1) Terdapat 5 inovasi digitalisasi layanan yang diperuntukkan untuk stakeholder atau pengguna layanan yang terus dikembangkan untuk mengakomodir seluruh jenis layanan pada sesuai dengan standar pelayanan, 2) Inovasi proses layanan yang dilakukan dengan mengubah alur proses pada standar pelayanan dari 12,4 hari menjadi 7,5 hari, 3) Faktor pendukung yang menjadi utama yakni digital leadership dan sumber daya manusia, 4) Faktor penghambat yang menjadi utama yakni komitmen dan literasi digital. Hal ini menunjukkan bahwa diperlukan suatu upaya yang harus didukung semua aspek pada sebuah organisasi untuk menjalankan digitalisasi dan inovasi layanan yang berkelanjutan.
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