ABSTRACT
The online poor service system originated from problems that often arise in the implementation of public services for the community of Sawojajar Urban village (Kelurahan), Malang City. Along with the running of government administration services in Sawojajar urban village electronic-based public sector services were successfully innovated. With the success of this innovation, the Malang City Government will then adopt and implement it in all urban villages in Malang City. However, the implementation cannot be separated from the problems that arise from the readiness of each implementer. In this study, a descriptive method can be understood as a series of procedures used to solve the problems investigated by describing the condition of the research subject, both a person, society, and based on visible facts or as they are. This study shows that the implementation in carrying out services in urban village's administration throughout Malang City is still not running as expected. There are several problems faced, such as a lack of understanding of program implementers, so that the infrastructure they have is unable to accommodate what is needed. From these problems, the application has not been running as well as the success that was carried out in Sawojajar urban village as the initiator of electronic-based public service delivery. The suggestions in this study are for a structured evaluation of the implementation of public sector service innovations based on the online Malang online system. The results of this evaluation can later be used as material for developing further policies to implement other electronic-based public sector service innovations.
