Describes how public service innovations on population and civil registration services in East Java, Indonesia

Abstract

This article aims to describe the innovation of population services and public services in East Java Province by taking locations in two major cities in East Java Province. Try to identify and explain determine innovations in population services and civil registration in East Java by taking the focus of the object of two cities, namely Surabaya City and Malang City, East Java, Indonesia. The method used in this research is descriptive qualitative using three stages, namely observation, interview and documentation. Observations were made by observing the process of population services and civil registration in both cities, while interviews were conducted with offi cers and stakeholders related to population service innovations and civil registration. documentation is done by collecting data from supporting reports from the service of population and civil registration as well as literature related to the topic. The results have been found that the City of Surabaya and the City of Malang have made innovations in the management of population services and civil registration. The strategy used is almost the same, namely by facilitating services to the community, so that people get easy and fast services in the fi eld of population and civil registration. There are fi ve innovation criteria in population services, namely process innovation, method innovation, product innovation, conceptual innovation and technological innovation.