Pelayanan Masyarakat Melalui Aplikasi WargaKu Menggunakan Pendekatan Co-Creation di Kota Surabaya
Keywords:
Public Service; Co-Creation; WargaKu Application; Smart CityAbstract
This study examines the implementation of community services through the WargaKu application using a co-creation approach in Surabaya City. The WargaKu application is a digital public service platform developed by the Surabaya City Government to facilitate complaints, administrative services, healthcare, and licensing within an integrated system. Its management falls under the Department of Communication and Informatics (Diskominfo) as part of the city’s digital transformation and the strengthening of electronic-based governance. The research employs a qualitative method, involving interviews with Diskominfo officials, sub-district officers, and application users. The analysis applies seven co-creation indicators: value co-creation, collaborative partnership, social innovation, inclusivity and equity, transparency and mutual trust, sustainability and capacity building, and collective ownership and accountability. The findings show that the WargaKu application has successfully facilitated value co-creation, particularly through the ease of reporting and the efficiency of follow-up actions by sub-district administrations. Collaboration among the government, sub-district offices, and the community runs effectively through verification and response mechanisms to public reports. From the users’ perspective, administrative services and complaint features are perceived as more accessible, flexible, and transparent. In terms of social innovation, features such as e-health and SSW Alfa have proven beneficial, although their utilization remains limited due to differences in digital literacy. The application also enhances transparency by allowing real-time monitoring of report status, thereby strengthening public trust in the government. However, the study also identifies several challenges, including digital literacy disparities, uneven response quality, and low adoption of innovative services among some community groups. The research concludes that WargaKu has fairly well adopted the principles of co-creation but still requires improvements in inclusivity and service consistency to achieve a more optimal co-creation practice.
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