Implementation of Digital Public Service Malls for Medical and Health Workers in Jombang Regency

Siska Utami; Amirul Mustofa

doi:10.55927/mudima.v5i3.111

Authors

Siska Utami Dr. Soetomo University
Amirul Mustofa Dr. Soetomo University

DOI:

https://doi.org/10.55927/mudima.v5i3.111

Keywords:

Implementation, Digital Public Service Mall, Medical and Health Workers

Abstract

The Digital Public Service Hall (PSH) is an innovation in public services that integrates various administrative services through a digital platform. Through PSH Digital, people can access administrative services easily without having to come directly to the service office. This innovation is expected to be able to speed up the bureaucratic process, improve service efficiency, and provide a better experience to the community. This study aims to analyze the implementation of Digital PSH for medical and health personnel, as well as identify obstacles and solutions in its implementation. This research is qualitative by using Edward III's policy implementation theory, which includes communication, resources, disposition, and bureaucratic structure as indicators of success. The results of the study show that the implementation of the Digital Public Service Hall (PSH Digital) in Jombang Regency has succeeded in improving the administrative efficiency of medical personnel, by reducing the time for obtaining permits from three days to one day. Most medical personnel are satisfied with fast and transparent services, although there are still challenges such as internet network constraints and digital literacy. In addition, there is still the possibility of limitations in the digital skills of healthcare workers, which could hinder the full adoption of these services. The proposed solutions include infrastructure improvements, intensive training, and inter-agency coordination to ensure program effectiveness. This implementation is considered to have great potential to improve administrative efficiency and quality of health services, even though it requires continuous support

References

Andry, and Muhammad Sawir. 2024. “Membangun Budaya Pelayanan Publik Yang Ramah : Implementasi Teknologi Digital Dalam Birokrasi Pemerintahan.” 6(2):216–28.

Ariyanti, Aprilia Dwi, Jenius Hakim Simanjuntak, Muhammad Iqbal Jafar, and Redo Nugroho. 2024. “Analisis Implementasi Kebijakan Mal Pelayanan Publik Di Indonesia.” Jurnal Informatika Ekonomi Bisnis 6(4):964–73. doi: 10.37034/infeb.v6i4.1048.

Asa, Elisabeth Sonia, and Yoakim Rembu. 2024. “Manajemen Informasi Administrasi Dan KearPLan Menggunakan Aplikasi SRIKANDI Dalam Pelayanan Publik Di Setjen DPR RI.” Kajian Administrasi Publik Dan Ilmu Komunikasi 1(4):25–38.

Asmaniah, Nanda Aulia Pratama, Vira Cahayani Karmila, Wulan Oktaviani, and Rahmadhona Fitri Helmi. 2024. “Analisis Implementasi Governasi Digital Dalam Penggunaan Aplikasi IKD (Identitas Kependudukan Digital) Di Disdukcapil Kota Padang.” Orasi : Jurnal Ilmu Sosial Daan Politik 1(2):50–58.

Daraba, Dahyar, Rudi Salam, Indra Dharma Wijaya, Aris Baharuddin, Denok Sunarsi, and Bustamin. 2023. “Membangun Pelayanan Publik Yang Inovatif Dan Efisien Di Era Digital Di Indonesia.” 5(1).

Edyanto. 2024. “Efektivitas Pelayanan Perizinan Melalui Digitalisasi.” Jurnal Governance and Politics (JGP) 4(2).

Firdaus, Inas Tasya, Melinia Dita Tursina, and Ali Roziqin. 2021. “Transformasi Birokrasi Digital Di Masa Pandemi Covid-19 Untuk Mewujudkan Digitalisasi Pemeritahan Indonesia.” Kyberman: Jurnal Studi Kepemerintahan 4(2):226–39.

Habibah, Putri Tijaniyatul, Ummu Habibah, and Moch. Isa Anshori. 2023. “Manajemen Infrastruktur Teknologi Informasi: Studi Literature.” Jurnal Manajemen Kreatif Dan Inovasi 1(2):149–68.

Handayani, Tyas Ari. 2023. “Dimensi Disposisi Atau Sikap Pelaksana Dalam Implementasi Kebijakan Sistem KearPLan Dinamis Terintegrasi (Srikandi) Dalam Mendukung Sistem Pemerintahan Berbasis Elektronik.” Open Journal System 18(1978):867–75.

Hasanah, Ade Uswatun, Sutinah Andaryani, Feni Huspita Sari, and Ida Utami Dwikurniawati. 2024. “Inovasi Pelayanan Publik Berbasis Teknologi Digital : Tantangan Dan Peluang Di Pemerintah Daerah.” INNOVATIVE: Journal Of Social Science Research Volume 4:5228–35.

Irfan.B. 2024. “Studi Literatur Tentang Integrasi Digital Dalam Perspektif Pelayanan Publik Berkelanjutan.” 1(3):1–11.

Iswandi, Ramadhan Ridho Fadlulloh, and Mudji Kuswinarno. 2025. “Transformasi Pengembangan Sumber Daya Manusia Di Era Digital.” Inisiatif: Jurnal Ekonomi, Akutansi Dan Manajemen 4(1):250–62.

Lukitawati, Resita, and Widodo Trisno Novianto. 2023. “Regulasi Layanan Kesehatan Digital Di Indonesia: Tantangan Etis Dan Hukum.” Ajudikasi : Jurnal Ilmu Hukum 7(2):391–414. doi: 10.30656/ajudikasi.v7i2.7862.

Mikraj, A. L., and Muhamad Rizal Fauzi. 2024. “Tantangan Dan Solusi Administrasi Kesehatan Di Era Digital ( Tinjauan Literature Review Atas Implementasi Teknologi ).” 5(1):1093–1103.

Miles, Mattew B., A. Michae. Huberman, and Johnny Saldana. 2014. The Analysis of Qualitatitive Data. 3rd ed. edited by H. Salmon. United States of America: SAGE Publications, Inc.

Nurlaila, Nurlaila, Zuriatin Zuriatin, and Nurhasanah Nurhasanah. 2024. “Transformasi Digital Pelayanan Publik: Tantangan Dan Prospek Dalam Implementasi E-Government Di Kabupaten Bima.” Public Service And Governace Journal 5(2):21–37.

Oktareza, Dwi, Andreyan Noor, Erliyando Saputra, and Aulia Vivi Yulianingrum. 2024. “Transformasi Digital 4.0: Inovasi Yang Menggerakkan Perubahan Global.” 2(3):661–72.

Rambe, Dina Hartati, Mariani Lubis, Nursia Ritonga, and Sri Hajijah Purba. 2025. “Solusi Teknologi SIMRS Dalam Meningkatkan Kualitas Layanan Kesehatan Publik Di Indonesia.” JRIKUF: Jurnal Riset Ilmu Kesehatan Umum 3(1):33–43.

Salsabila, Julia, Marcha Juliadrianti, Khairunnisa Luqyana, Hanif Al Kadri, and Merika Setiawati. 2024. “Urgensi Komunikasi Efektif Dalam Public Relations.” Jurnal Common 7(2):189–99. doi: 10.34010/common.v7i2.11492.

Sisilianingsih, Sari, Betty Purwandari, Imairi Eitiveni, and Mardiana Purwaningsih. 2023. “Analisis Faktor Transformasi Digital Pelayanan Publik Pemerintah Di Era Pandemi.” Jurnal Teknologi Informasi Dan Ilmu Komputer 10(4):883–92. doi: 10.25126/jtiik.2024107059.

Suri, Dia Meirina, Pahmi Amri, and Hildawati. 2024. “Leadership and Institutional Design in Public Service Digitalization.” 08(02).

Suriadi, Hari. 2024. “Pemanfaatan Teknologi AI Untuk Meningkatkan Kualitas Dan Responsivitas Pelayanan Publik Di Era Digital.” 3(2):107–32.

Suryani, Eny, and Shintya Awalin Diniawaty. 2024. “Penyederhanaan Birokrasi : Wujud Nyata Langkah Pemerintah Indonesia Menuju Agile Governance.” Jurnal Publik 18(01):11–25. doi: 10.52434/jp.v18i01.325.

Susilawati, Kurniawati, Dodi Ilham, Denok Sunarsi, Ahmad Wahidiyat, and Haedar. 2024. “Pelayanan Publik Berbasis Digital Pada Organisasi Sektor Publik Di Indonesia.” Pralangga Praja 6(1):67–73.

Tiwa, Rizky Cristiano, Johnny H. Posumah, and Very Y. Londa. 2023. “Implementasi Kebijakan Dalam Menangani Kekacauan Antar Desa Di Kecamatan Tompaso Baru Kabupaten Minahasa Selatan.” IX(3):339–50.

Ulva, Nourma, Putri Aalia Annisa, Sisca Ratna Vidyanti, Praka Aldo, Robi Hidayat, and Adil Al Kautshar. 2024. “Transformasi Pelayanan Publik Berbasis Digital Di Era Modernisasi Dinas Kesehatan Kota Probolinggo.” Jurnal Sains Riset 14(Universitas Panca Marga):DOI-10.

Utami, Yulia Tri, Rifanny Ananta Dharma, Dia Sari Narulita Pr Manurung, Desi Amanda Sari, Yughni Aulia Nabila, Saidana Wahyudi Putra Ms, Sarda Mauliyand, Tengku Muhammad Faris Nurfikri, and Dewi Agustina. 2024. “Peran Teknologi Dalam Perencanaan Dan Evaluasi Kesehatan Rekam Medis Rumah Sakit.” 7(8):3236–41. doi: 10.56338/jks.v2i1.695.

Zulvikri, Mochammad, and Agnia Amani. 2024. “Transformasi Digital: Menggali Potensi Teknologi Terkini Dalam Pengelolaan Dokumen Dan Informasi Kantor Pada Perusahaan PT. Victory Prima Abadi.” Jurnal Transformasi Bisnis Digital 1(3):01–12.