Pelibatan Masyarakat dalam Inovasi Pelayanan Publik: Peran Responsivitas Pemerintah dan Biaya Partisipasi di Provinsi Banten
DOI:
https://doi.org/10.37950/joc.v5i3.855Abstract
Pelibatan masyarakat dapat menyediakan informasi yang cepat bagi pemerintah daerah mengenai kegagalan pelayanan sekaligus membentuk basis umpan balik bagi inovasi pelayanan publik. Namun, keberadaan kanal pelaporan digital tidak otomatis menghasilkan partisipasi karena masyarakat menimbang manfaat yang diharapkan terhadap biaya upaya, privasi, serta kemungkinan pemerintah benar-benar merespons. Penelitian ini mengembangkan model eksperimental pelibatan masyarakat dalam inovasi pelayanan publik di Provinsi Banten dengan mengintegrasikan technology-enabled coproduction, kalkulasi manfaat-biaya, konfigurasi kelembagaan, dan responsivitas pemerintah daerah. Analisis menggunakan reconstructed/simulated pilot dataset, bukan observasi terhadap warga Banten nyata. Desain simulatif terdiri atas 680 profil responden dewasa yang masing-masing menyelesaikan lima paired-profile conjoint tasks sehingga menghasilkan 6.800 observasi profil. Delapan atribut diacak: tingkat keparahan masalah, dampak yang diharapkan dari laporan, responsivitas pemerintah, beban upaya pelaporan, kebutuhan data pribadi, jenis penyedia layanan, jenis platform pelaporan, dan umpan balik setelah penyelesaian. Average Marginal Component Effects (AMCEs) diestimasi melalui linear probability model dengan respondent-clustered standard errors dan dilengkapi Marginal Means (MMs), difference-in-MMs, analisis interaksi, serta robustness checks. Hasil menunjukkan bahwa keparahan masalah yang tinggi, kepastian bahwa laporan digunakan untuk prioritas perbaikan, serta respons pemerintah yang cepat dan dapat dipantau merupakan atribut positif terkuat. Sebaliknya, kewajiban memberikan identitas tambahan dan prosedur pelaporan yang lebih membebani menurunkan probabilitas suatu profil dipilih. Label sektor penyedia dan platform secara langsung relatif lemah, tetapi konfigurasi lintas sektor menghasilkan preferensi positif moderat. Responsivitas tinggi juga sebagian mengurangi dampak negatif biaya upaya dan privasi. Temuan menegaskan bahwa inovasi pelayanan partisipatif perlu mengutamakan pelaporan rendah friksi, minimisasi data pribadi, transparansi status, tindak lanjut yang terlihat, dan closed feedback loop.
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