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Technium Social Sciences Journal
Vol. 53, 1-11, January, 2024
SOCIAL SCIENCE JOURNAL. ISSN: 2668-7798
www.techniumscience.com
Public Service Management at The Command Center of The
Minahasa Regency Communication and Information Service
Lona O. K. Wattie1, Evi Elvira Masengi2, Thelma Wawointana3
Public Administration Magister Program, Faculty of Social Sciences and Law,
Universitas Negeri Manado
lonawattie_gmai1.comn, evie2viramasengi(gmai.com2,
thelmawawointanatunima.ac.id3
Abstract. The aim of this research is to find out how Public Service Management is at the
Minahasa Regency Communication and Information Service Command Center and to find out
the obstacles faced by The Communication and Information Service in Public Service
Management. The research method used is a qualitative method, namely answering a problem in
depth in the context of the time and situation concerned, in accordance with objective conditions
in the field and the type of research used is descriptive qualitative, namely describing the current
state of the object qualitatively. The data sources used are primary data sources and secondary
data sources with a total of 5 informants. Data collection techniques use observation, interviews
and documentation methods. The data analysis techniques used are data reduction, data
presentation and drawing conclusions. The research results show that: 1) Direct Evidence,
namely providing outreach to the community and village/Regency government about the
Command Center program; 2) Reliability, reliability applied in public services at the
Communication and Information Service, one of which is Resources; 3) Responsiveness, which
is possessed by Public Service Implementers so that it requires a process of collecting Public
information in this case; 4) Guarantee, the complaint process is expected to be processed properly
in accordance with the main duties and functions according to the bureaucratic structure of the
Minahasa Regency Communication and Information Service (e) Empathy, The aim of the
command center public service itself is to manage public complaints simply, quickly, precisely
and well coordinated as a form of empathy for the community.
Keywords. Management, Public Services, Command Center, Communications and Information
Service
A. Introduction
In today's digital era, it is important for the government to establish communication
with the public. This is done to fulfill the public interest and improve community welfare
(Adiwinarni et al., 2020) [1]. In accordance with Presidential Instruction Number 9 of 2015
concerning Public Communication Management, this communication aims to disseminate
information to the public more quickly, as well as accommodate responses and input from the
public regarding government policies (Riswandi, 2020) [2].
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