INOVASI PELAYANAN PUBLIK BERBASIS DIGITAL MELALUI APLIKASI PUSAKA PADA KEMENTERIAN AGAMA REPUBLIK INDONESIA

As Sudais, Muhammad Akas Nabawi (2026) INOVASI PELAYANAN PUBLIK BERBASIS DIGITAL MELALUI APLIKASI PUSAKA PADA KEMENTERIAN AGAMA REPUBLIK INDONESIA. Sarjana (S1) thesis, Universitas Muhammadiyah Indonesia.

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Abstract

The development of information and communication technology has encouraged the government to implement digital transformation in public service delivery to improve effectiveness, efficiency, transparency, and service quality. One form of digital-based public service innovation is the PUSAKA (Religious Services Center) application, developed by the Ministry of Religious Affairs of the Republic of Indonesia to facilitate public access to various religious services through a single digital platform. This study aims to analyze digital-based public service innovation through the PUSAKA application, identify the supporting and inhibiting factors affecting its implementation, and examine stakeholders' perceptions of the application in improving public service quality. This research employed a qualitative method with a descriptive approach under the constructivist paradigm. Data were collected through interviews, observations, and documentation, while data analysis consisted of data reduction, data presentation, and conclusion drawing. The findings indicate that the implementation of the PUSAKA application has improved public access to services by providing faster, more effective, and more efficient service delivery through the integration of various religious services into a single platform. The supporting factors include organizational commitment, government policy support, and advances in information technology. Meanwhile, the inhibiting factors consist of limited digital literacy among the public, human resource readiness, and technological infrastructure constraints. Stakeholders generally expressed positive perceptions of the PUSAKA application, as it facilitates access to information and services, enhances service efficiency, and promotes transparency. Nevertheless, stakeholders expect improvements in system stability, ease of use, completeness of information, and service features. Overall, the PUSAKA application contributes to improving the quality of public services while supporting digital transformation within the Ministry of Religious Affairs of the Republic of Indonesia..

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