IMPLEMENTASI LAYANAN WAKEPO (WHATSAPP KEBUTUHAN INFORMASI DAN PELAYANAN ONLINE) DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK DI DESA GANEAS, KECAMATAN GANEAS, KABUPATEN SUMEDANG

    Siti Patimah, - and Prayoga Bestari, - and Nisrina Nurul Insani, - (2025) IMPLEMENTASI LAYANAN WAKEPO (WHATSAPP KEBUTUHAN INFORMASI DAN PELAYANAN ONLINE) DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK DI DESA GANEAS, KECAMATAN GANEAS, KABUPATEN SUMEDANG. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Penelitian ini bertujuan untuk mendeskripsikan pelaksanaan pembuatan surat keterangan dari desa melalui layanan WAKEPO, menganalisis kendala yang dihadapi, serta mengidentifikasi upaya penyelesaiannya dalam rangka meningkatkan kualitas pelayanan publik di Desa Ganeas, Kecamatan Ganeas, Kabupaten Sumedang. WAKEPO (WhatsApp Kebutuhan Informasi dan Pelayanan Online) merupakan inovasi digital Pemerintah Kabupaten Sumedang untuk memudahkan masyarakat mengakses layanan administrasi secara daring, termasuk pembuatan surat keterangan desa. Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus, serta teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Hasil penelitian menunjukkan bahwa layanan WAKEPO mampu memberikan kemudahan, kecepatan, dan efisiensi dalam pengurusan surat keterangan desa tanpa harus datang langsung ke kantor desa. Akan tetapi, implementasinya masih menghadapi kendala, seperti keterlambatan respons karena tidak adanya notifikasi otomatis di sistem, komunikasi yang terbatas karena bersifat satu arah, serta rendahnya literasi digital masyarakat. Upaya penyelesaiannya dilakukan dengan mendorong aparatur desa lebih aktif memantau e-Office, meningkatkan inisiatif masyarakat untuk melakukan konfirmasi langsung jika terjadi kendala, dan menggencarkan sosialisasi untuk meningkatkan pemahaman masyarakat terhadap layanan digital. Melalui penelitian ini dapat disimpulkan bahwa layanan WAKEPO memberikan kontribusi positif terhadap peningkatan kualitas pelayanan publik, terutama dalam aspek aksesibilitas dan efisiensi. Namun, keberhasilan implementasinya sangat bergantung pada kesiapan sumber daya manusia, dukungan teknologi, serta tingkat literasi digital masyarakat. This study aims to describe the implementation of the issuance of certificates from the village through the WAKEPO service, analyze the obstacles encountered, and identify the efforts undertaken to address them in order to improve the quality of public services in Ganeas Village, Ganeas Subdistrict, Sumedang Regency. WAKEPO (WhatsApp for Information and Online Services) is a digital innovation initiated by the Sumedang Regency Government to facilitate public access to administrative services online, including the issuance of village certificates. This research employs a qualitative approach with a case study method, using data collection techniques such as interviews, observations, and documentation. The results of the study show that the WAKEPO service is able to provide convenience, speed, and efficiency in the issuance of village certificates without requiring residents to come directly to the village office. However, its implementation still faces several challenges, such as delayed responses due to the absence of automatic notifications in the system, limited communication because it is one-way, and the community’s low level of digital literacy. The solutions undertaken include encouraging village officials to be more active in monitoring the e-Office, increasing community initiative to directly confirm in case of problems, and intensifying socialization to improve public understanding of digital services. This study concludes that the WAKEPO service makes a positive contribution to improving the quality of public services, particularly in terms of accessibility and efficiency. Nevertheless, the success of its implementation largely depends on the readiness of human resources, technological support, and the level of digital literacy within the community.

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    Official URL: https://repository.upi.edu/
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?hl=en&user=e3KbNSoAAAAJ ID SINTA Dosen Pembimbing: Prayoga Bestari: 5995134 Nisrina Nurul Insani: 6709512
    Uncontrolled Keywords: WAKEPO, Pelayanan Online, Pelayanan Publik. WAKEPO, Online Services, Public Services.
    Subjects: H Social Sciences > HE Transportation and Communications
    J Political Science > JS Local government Municipal government
    L Education > L Education (General)
    T Technology > T Technology (General)
    Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Pendidikan Kewarganegaraan
    Depositing User: Siti Patimah
    Date Deposited: 12 Nov 2025 07:34
    Last Modified: 12 Nov 2025 07:34
    URI: http://repository.upi.edu/id/eprint/145231

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