DIGITAL-BASED PUBLIC SERVICE INNOVATION: TRANSFORMING LICENSING GOVERNANCE THROUGH THE SIPINTER APPLICATION IN CIMAHI CITY

Abstract

This study aims to analyze in depth the public service innovation process through the SIPINTER (Integrated Service Information System) application developed by the Cimahi City Investment and One-Stop Integrated Service Agency (DPMPTSP). The study uses a qualitative approach with a case study design. Data collection techniques were carried out through in-depth interviews, observations, and documentation studies. The analytical tool used refers to the perspective of co-creation-based public sector innovation, with a focus on four main dimensions: real-time data accuracy, public participation, governance transparency, and legitimacy. The results show that SIPINTER has contributed significantly to increasing the efficiency and transparency of licensing services through the provision of real-time data and openness of service process information. However, public participation is still instrumental and has not fully developed into deliberative participation, while the legitimacy of innovation is highly dependent on system reliability, human resource capacity, and consistent institutional support. This study confirms that the success of digital public service transformation is determined not only by technological aspects, but also by institutional and relational factors that shape public trust. Theoretically, this research enriches the study of public sector innovation by offering an understanding of conditional co-creation in the context of local government in Indonesia.