Electronic Theses and Dissertation

ABSTRAK
Perizinan merupakan salah satu komponen penting untuk usaha di setiap daerah,
dan OSS-RBA hadir sebagai sistem digital terintegrasi untuk mempermudah
proses perizinan daring. Penelitian ini bertujuan untuk mengetahui bagaimana
inovasi pelayanan publik berlaku melalui sistem Online Single Submission Risk
Based Approach (OSS-RBA) terhadap percepatan proses perizinan berusaha di
Kota Banda Aceh serta menjelaskan hambatan dalam proses pengimplementasian
sistem Online Single Submission Risk Based Approach (OSS-RBA) di Kota
Banda Aceh. Teori yang digunakan dalam penelitian ini adalah teori inovasi
pelayanan publik dikemukakan oleh Everett M. Rogers & Shoemaker. Penelitian
ini menggunakan metode kualitatif dengan pendekatan deskriptif. Teknik
pengumpulan data melalui observasi, wawancara, dan dokumentasi. Teknik
analisis data menggunakan reduksi data, penyajian data dan penarikan
kesimpulan/verifikasi. Hasil Penelitian bahwa keuntungan relatif (relative
advantage) menunjukkan sistem OSS-RBA di DPMPTSP Kota Banda Aceh
memiliki keunggulan signifikan dibanding sistem manual dalam hal akses,
efisiensi waktu, dan kemandirian masyarakat. Indikator kesesuaian (compatibility)
menunjukkan sistem OSS-RBA selaras dengan kebutuhan masyarakat dan
perkembangan teknologi. Indikator kerumitan (complexity) menunjukkan
pengguna masih menganggap OSS-RBA kompleks karena kendala teknis,
rendahnya literasi digital, dan ketergantungan pada sistem pusat. Indikator
kemampuan diuji coba (trialability) menunjukkan telah disosialisasikan sebelum
diterapkan, namun belum efektif menjangkau seluruh pelaku usaha. Indikator
kemampuan diamati (observability) menunjukkan bahwa manfaat OSS-RBA
terlihat nyata dalam menyederhanakan perizinan, mengurangi birokrasi, dan
mempercepat layanan. Hambatan OSS-RBA meliputi regulasi, koordinasi
antarinstansi, dan minimnya sosialisasi ke masyarakat. Adapun rekomendasi agar
sistem OSS-RBA berjalan dengan baik maka DPMPTSP Kota Banda Aceh harus
melakukan sosialisasi dan pelatihan secara meluas kepada pelaku usaha,
menambah tenaga teknis di DPMPTSP Kota Banda Aceh, meningkatkan
koordinasi dan komunikasi antar instansi, serta masyarakat harus meningkatkan
literasi digitalnya agar inovasi ini berjalan dengan efektif dan efisien.

Kata Kunci: Inovasi Pelayanan Publik, OSS-RBA, Perizinan Berusaha,
DPMPTSP Kota Banda Aceh

ABSTRACT Licensing is an important component for businesses in every region, and OSSRBA is an integrated digital system designed to simplify the online licensing process. This study aims to investigate how public service innovation is implemented through the Online Single Submission Risk-Based Approach (OSSRBA) system to accelerate the business licensing process in Banda Aceh City, as well as to identify the challenges in implementing the Online Single Submission Risk-Based Approach (OSS-RBA) system in Banda Aceh City. The theory used in this study is the public service innovation theory proposed by Everett M. Rogers & Shoemaker. This study employs a qualitative method with a descriptive approach. Data collection techniques include observation, interviews, and documentation. Data analysis techniques include data reduction, data presentation, and conclusion drawing/verification. The research findings indicate that relative advantage shows that the OSS-RBA system at the DPMPTSP in Banda Aceh has significant advantages over the manual system in terms of access, time efficiency, and community independence. The compatibility indicator shows that the OSS-RBA system aligns with community needs and technological developments. The complexity indicator shows that users still perceive OSS-RBA as complex due to technical challenges, low digital literacy, and dependence on the central system. The trialability indicator shows that it was socialized before implementation but has not effectively reached all business actors. The observability indicator shows that the benefits of OSS-RBA are clearly visible in simplifying licensing, reducing bureaucracy, and accelerating services. The obstacles to OSS-RBA include regulations, inter-agency coordination, and minimal socialization to the community. Recommendations for ensuring the OSSRBA system operates effectively include the Banda Aceh City DPMPTSP conducting widespread outreach and training for businesses, increasing technical staff at the Banda Aceh City DPMPTSP, enhancing inter-agency coordination and communication, and the public improving their digital literacy to ensure this innovation operates effectively and efficiently. Keywords: Public Service Innovation, OSS-RBA, Business Licensing, DPMPTSP Kota Banda Aceh