Employee Service Innovation, Responding to Technological Disruption

Abstract

The Utilization of Civil Service Information Center Application (PILKB) is able to provide a positive value for the development of information technology use in personnel services in managing all types of service processes submitted to the Human Resources Development and Resources Agency (BKPSDM) of Buleleng Regency. The web-based application is designed to civil servants management in Buleleng Regency. The purposes of this study were; to know the use of information technology and administrative apparatus in the implementation of e-government through the Civil Service Information Center (PILKB), to know the quality of civil services, to determine the success of employee service innovation. This was qualitative research in which the researcher made the main instrument in data collection. The selection of informants was done by purposive sampling. The results showed that the utilization of Civil Service Information Center (PILKB) at BKPSDM in Buleleng Regency became part of the sophistication of information technology, information sophistication, managerial sophistication and functional sophistication so that it was able to improve the 5 dimensions of quality public services namely; tangibles, reability, responsiveness, assurance and empathy to reduce all risks of errors and the timeliness of the service process. The success of using PILKB innovation is measured by 5 success factors, namely; Leadership, Management/Organization, Risk Management, Human Capital and Technology with various inputs on the problems that occur during the service process and the urge to improve the quality of services provided all this time.