Electronic Theses and Dissertation

ABSTRAK

Penelitian ini dilatarbelakangi oleh upaya pemerintah dalam meningkatkan kualitas pelayanan publik melalui digitalisasi pembayaran pajak kendaraan bermotor menggunakan aplikasi Samsat Digital Nasional (SIGNAL) di Provinsi Aceh. Namun, pemanfaatan aplikasi tersebut oleh masyarakat masih relatif rendah dibandingkan layanan Samsat konvensional.Penelitian ini bertujuan untuk menganalisis penerapan Innovative Governance dalam inovasi layanan publik melalui aplikasi SIGNAL serta mengidentifikasi faktor-faktor penghambat dalam pelaksanaannya di Provinsi Aceh. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi terhadap informan yang berasal dari Ditlantas Polda Aceh, Badan Pengelolaan Keuangan Aceh (BPKA), Jasa Raharja serta masyarakat sebagai wajib pajak. Analisis data dilakukan dengan mengacu pada indikator Innovative Governance menurut Rahman dan Tarigan, yaitu layanan terintegrasi, desentralisasi, pemanfaatan kerja sama, partisipasi masyarakat, dan pemanfaatan teknologi. Hasil penelitian menunjukkan bahwa penerapan Innovative Governance melalui aplikasi Samsat Digital Nasional (SIGNAL) di Provinsi Aceh telah berjalan dan terus dikembangkan melalui layanan terintegrasi, kerja sama antarinstansi, partisipasi masyarakat, serta pemanfaatan teknologi yang mempermudah pembayaran pajak kendaraan bermotor. Namun, implementasinya belum optimal karena rendahnya pemanfaatan aplikasi akibat kurangnya literasi digital, sosialisasi yang belum maksimal, keterbatasan akses internet, kendala teknis, serta masalah administrasi kendaraan bekas yang belum balik nama. Oleh karena itu, diperlukan peningkatan sosialisasi, perbaikan sistem, pemerataan infrastruktur digital, dan penertiban administrasi kendaraan agar pemanfaatan aplikasi SIGNAL lebih optimal. Oleh karena itu, disarankan agar pemerintah meningkatkan sosialisasi kepada masyarakat, memperkuat infrastruktur digital, serta mengoptimalkan kualitas sistem aplikasi guna meningkatkan pemanfaatan layanan SIGNAL secara lebih luas.

Kata Kunci: Innovative Governance, pelayanan publik, SIGNAL, digitalisasi, layanan publik.

ABSTRACT This study is motivated by the government's efforts to improve the quality of public services through the digitalization of motor vehicle tax payments using the National Digital Samsat (SIGNAL) application in Aceh Province. However, the utilization of the application by the public remains relatively low compared to conventional Samsat services. This study aims to analyze the implementation of Innovative Governance in public service innovation through the SIGNAL application and to identify the factors that hinder its implementation in Aceh Province. This research employed a qualitative method with a descriptive approach. Data were collected through observation, interviews, and documentation involving informants from the Aceh Regional Police Traffic Directorate (Ditlantas Polda Aceh), the Aceh Financial Management Agency (BPKA), Jasa Raharja, and members of the public as motor vehicle taxpayers. Data were analyzed based on the Innovative Governance indicators proposed by Rahman and Tarigan, namely integrated services, decentralization, collaboration, public participation, and the utilization of technology. The findings indicate that the implementation of Innovative Governance through the National Digital Samsat (SIGNAL) application in Aceh Province has been carried out and continues to be developed through integrated services, inter-agency collaboration, public participation, and the utilization of technology, making motor vehicle tax payments more convenient and efficient. However, its implementation has not yet been optimal due to the low level of public utilization, which is influenced by limited digital literacy, inadequate public outreach, limited internet access, technical issues, and administrative problems related to second-hand vehicles that have not undergone ownership transfer. Therefore, greater efforts are needed to enhance public awareness through more intensive socialization, improve the application system, expand digital infrastructure, and ensure proper vehicle ownership administration to optimize the utilization of the SIGNAL application. Accordingly, it is recommended that the government strengthen public outreach programs, improve digital infrastructure, and optimize the quality of the application system to increase the broader adoption of SIGNAL services. Keywords: Innovative Governance, public service, SIGNAL, digital, public services.