ANALISIS PELAKSANAAN PRINSIP-PRINSIP INOVASI PELAYANAN PUBLIK MELALUI SISTEM ONLINE SINGLE SUBMISSION RISK BASED APPROACH DI DINAS PENANAMAN MODAL PELAYANAN TERPADU SATU PINTU KOTA PEKANBARU

Abstract

This study aims to analyze innovations in the issuance of the Business Identification Number (NIB) based on the Online Single Submission Risk-Based Approach (OSS-RBA) at the Integrated One-Stop Investment Service Office (DPMPTSP) of Pekanbaru City. This research uses the innovation theory of Suwarno (2008), which includes five indicators: relative advantage, compatibility, complexity, trialability, and observability. The method used is qualitative descriptive with techniques of interviews, observation, and document studies. The informants in this study totaled 9 people, consisting of employees from DPMPTSP and the SME Department of Pekanbaru City, as well as business actors who have and have not used OSS-RBA. The results of the study show that: (1) Relative advantage: OSS-RBA speeds up the NIB issuance process, reduces administrative costs, and increases transparency; (2) Compatibility: this system aligns with government policies to simplify business licensing, but it is still not optimal in its socialization to small business owners; (3) Complexity: some business owners face difficulties in accessing and understanding the system, especially those who are less familiar with technology; (4) Trialability: the OSS-RBA system allows users to try registration independently, but guidance from DPMPTSP officers is still needed; (5) Observability: the benefits of this system can be seen in the increase in the number of business owners obtaining NIB, but there are still barriers in its use due to technical problems and limited information. Based on the results, it is concluded that the OSS-RBA innovation has not been implemented effectively. While it has had a positive impact in improving the efficiency of business licensing, improvements are still needed in the areas of socialization, technical assistance, and strengthening supporting infrastructure.