WADUL-E AS THE IMPLEMENTATION OF E-SERVICE IN THE NEW PUBLIC SERVICE PARADIGM

This study aims to determine how the application of the New Public Service concept to the WADUL-E Service (Aspiration and Electronic Complaints Forum) in Pacitan Regency. This study used a qualitative approach and the determination of informants using the purposive sampling technique. The results showed that the concept of the New Public Service was not fully applicable to the Pacitan WADUL-E Service, because the researchers did not find data related to the 6th indicator, which is serving not directing which contains the position of the leader here, not as the owner but as a public servant or public servant. However, the rest of the concept of the new public service is in accordance with the real situation in the Pacitan Wadule Service. Hence, it is necessary to have in-depth research to find out the leadership side in the service. Based this research, it can be conculed that it is one of the public innovation efforts created by the Pacitan Regency Government is to provide Complaint Services in the form of WADUL-E Services of Pacitan Regency which was formed and inaugurated on March 14, 2018. By utilizing this service, it is hoped that the aspirations and complaints of the Pacitan citizens are connected to regional government.


Introduction
Current technological developments are a basic impetus for government agencies to innovate in an effort to gain an appreciation for the public in the context of public satisfaction so that they gain trust. (Neng Kamarmi, 2011) Therefore, the aim of holding these innovations is to serve the public effectively and efficiently and must be in accordance with the development of innovation. From the previous innovations, while providing a service, the government must prioritize transparency to the public in carrying out its duties and obligations as a good government. It is conducted in order to make it easier for the public to access information related to governance. (Atthahara, 2018) Public service can be interpreted as an activity organized by government agencies to serve the needs of people who have problems or problems in organizations related to official and nongovernmental government institutions, their services to the public will offer satisfaction even though the results are not tied to a product physical in accordance with the basic rules and procedures that have been determined. (Aprianty, 2016) Then it can also be interpreted that public service is an activity carried out by a person, group of people, or certain institutions that provide service containers to customers in order to provide convenience and assistance to the community so that they can achieve the desired goals. Currently, public services are very important because people now need excellent service to fulfill various purposes and interests. (Buchari, 2016) Weak awareness of government agencies about the importance of managing services to the public will cause a serious problem so that it will cause the image of the government as a public servant which currently cannot be a good hope to meet a need or serve the interests of the public (Siti Maryam, 2017) Therefore service management is still weak It should be improved and human resources must have the awareness to change behavior so that it can make the image of government become a good servant or Good Government, so the public bureaucracy is required to be responsible for providing effective and efficient services. (Monoarfa, 2012) Based on the Decree of the Minister of State Apparatus Empowerment Number 63 of 2003, what is meant by public services are all forms of services carried out by government agencies at the central, regional, and within the environment of State-Owned Enterprises or Regional-Owned Enterprises. Business in the form of goods and or services, both in order to meet the needs of the community and in the context of implementing the provisions of laws and regulations Meanwhile, according to Chapter I Article 1 Paragraph 1 of Law no. 25/2009, which is meant by public service, is an activity or series of activities in order to fulfill service needs in accordance with the provisions of laws and regulations for every citizen and resident for goods, services and/or administrative services provided by public service providers. (Hardiansyah, 2018) The Pacitan Regency Communication and Information Service as a government institution has provided a program or policy to cover up government weaknesses by realizing Electronicbased services (E-Service) in the form of WADUL-E Services (Electronic Service Aspirations and Complaints Forum). The creation of this program is based on several problems that arise in the community, among them the community does not yet have a place to make complaints to the government directly, the lack of information and transparency of the government to the public, the lack of special attention from the government to the community and this have led to the creation of an E-based complaint forum. E-Service, which is expected to be able to bridge complaints or problems that arise from the community. E-Service is innovation and creation from the government that was created to meet the wants and needs of the community to make it easier and so that the delivery of public services runs easily and quickly, (Zulhakim, 2015) this is imperative for the government in creating elements of good governance, due to The existence of e-service will increase the accountability, transparency, effectiveness, and efficiency of public servants, the community is an object that must be served so that all services must be adjusted to the needs and interests by paying attention to local culture and identity as materials to slightly reduce local regional social conflicts. With the creation of a new paradigm, namely NPS (New Public Service), the government and public agencies must provide services to citizens (society) no longer serve customers (customers).
NPS (New Public Service) can become a modern viewpoint of government after NPM (New Public Management) where the New Public Service World View fundamentally criticizes the part of the country that fails to move the wheels of progress. (Sudarmanto et al., 2020) A bureaucratic state characterized by progressive, extravagant, inadequate, non-transparent, has indeed emerged patrimonial which guarantees and promotes the affiliation of race, ethnicity, ethnicity, and political parties is one of the causes for the disappointment of progress. The New Public Service was born anti-tesa and tries to criticize the Unused Open Administration, which is seen as disappointing in many countries. New Public Management has been effectively actualized in the Joint Countries, Canada, United Kingdom, Unused Zealand, and several other creation countries, but many developing countries. (Nurlaela Elly, 2018) Based on the explanation above, it is very interesting to conduct a study of the application of the New Public Service theory on WADUL-E services (Aspirations and Complaints Forum for Electronic Services) in Pacitan Regency. In fact, Pacitan has received an award in creating the development of complaint administration through the "WADUL-E Pacitan" Website which is supervised by the Pacitan Communication and Data Office in empowering open administration progress in Pacitan. The award that Pacitan received is the Top 15 best open complaint organization in 2020 for the category of government organizations. Where Pacitan is included in the category as the area with the best influence with the City Government of Surakarta, Central Java.

Research Method
The location of this research is located in the Department of Communication and Information, Pacitan Regency, where the location is where the WADUL-E Service was created. This research uses qualitative research methods with a descriptive approach. Qualitative research is the collection of data in a natural setting with the intention of interpreting the phenomena that occur in which the researcher is the key instrument, the collection of data sources is done purposively. The technique of collecting data by triangulation, inductive data analysis, and qualitative research results emphasize meaning rather than generalization. (Anggito Albi, 2018) The primary data in this study are the Head and Staff of the Pacitan District Communication and Information Service who handle Wadule Pacitan services. Meanwhile, secondary data is in the form of journals and articles related to the research theme The data collection technique in this study is to use an approach by interviewing, observing, and documenting. Data analysis in this study used the first stages of data collection, the second to reduce data, the third to present data, and the last to make decisions.

Results and Discussion a. Theoretical basis 1) NPS (New Public Service)
Based on the theory that underlies the emergence of the New Public Service, it can be seen that NPS tells of various theories in taking an analysis of problems to the public, therefore Denhardt and Denhardt argue that the New Public Service paradigm has fundamental differences from the New Public Management.

2) Serve Citizens, not customers
New Public service in his view, he sees the public as a 'citizen' or citizens who have equal public rights and obligations. So not only as a customer that can be seen from their ability to buy or pay for a product or service but also a 'citizen' is taken into account so that the core of the service is not only served to the customer but to all citizens. (Nurlaela Elly, 2018) agencies so that the issues raised can be handled and handled quickly and appropriately. (Mursalim, 2018) Seeing from previous research whose contents are about complaint services with different Theory from the first about the concept of public service quality, the second about public service innovation, and the third about public service management, therefore researchers take a unique side in research, namely by providing knowledge about the novelty theory that appears and is tangible in E-Service services from the New Public Service perspective by determining objects on the Pacitan Wadule Service, the difference from previous research is related to research variables with different sides of the approach and using the latest and supportive service concepts from public complaint services namely the New Public Service.

c. Data Findings
Based on the results of interviews with Wadule Pacitan service managers, it can be described that this study found data in the form of service systems, service procedures, accountability, implementation processes and outputs, and outcomes of services.
It should be noted that this Wadule Service is a forum for aspirations and complaints about the people of Pacitan district which was established on March 14, 2018, were any suggestions or complaints from the Pacitan community regarding issues that arise will be processed and channeled to related institutions, so that the community, especially the Pacitan area can easily channel aspirations and complaints online. With this Wadule Service, the Pacitan Regency Government will be greatly helped because, with input or complaints from the community, the local government will make it easier to directly monitor and control an area that needs improvement.
The first implementation process in this service is to disseminate information about WADUL-E services to the public through mass media such as radio, pamphlets, social media (Facebook, WhatsApp, Twitter). In this socialization, the Pacitan Regency Communication and Information Office launched on March 14 2018 by presenting community elements such as community leaders, religious leaders, and so on to be regional representatives.
This module application service can be applied to every member of the Pacitan community without excluding people who are outside the city or the country, because the case is that many people are ignorant of the technology that is currently developing, therefore representation in services can still be processed.
In brief, the explanation regarding the flow of complaints in this service is to fill in the form on the website to make complaints, go directly to the regent, regional secretary, and the Ministry of Communication and Information. After that delegate authority to the weighing team for mutual coordination and disposition by the Ministry of Communication and Information to the Service related to the complaint problem, then the relevant office will go to the field to solve the existing problem, then verify and publish it so that the public can know the results of the complaint.
can be served well. This service also gives priority to complaints from the public that appear in complaints in the Wadule system with a very fast response and follow-up according to community needs. Suitability in service procedures will be very much taken into account because in the service of accountability is a mandatory thing that must be implemented, therefore in this study Wadule services already have SOPs and clear service standards and have legal products such as regent regulation number 15 of 2018 which contains guidelines management of Pacitan WADUL-E services. Then the requirements regarding accountability as a priority have been met.
Thinking strategically and acting democratically is one of the concepts that prioritizes an endeavor with togetherness in working together. Then in this WADUL-E service, the collaboration process is to provide a bridge for the Pacitan community to channel suggestions or complaints to the local government, with this distribution the community participates in the determination of a local government policy.
In this Pacitan WADUL-E service, there is an openness that creates trust in the public so that in the publication of all complaints and aspirations in this service, it will be displayed directly on the WADUL-E Pacitan website. This service has done its job well and the response to the community is very fast, and the follow-up to complaints is very targeted so that there is an increase in this service and the main thing is that this service does not prioritize productivity that is beneficial to the related institutions but this service only requires a satisfaction from society.
Moreover, when viewed from the results of data analysis about the application of the concept of New Public Service at Wadule Service Pacitan Regency is 80% indicators that are appropriate and fulfilled while 20% is an indicator of serving not directing (Serve Rather than Steer) because in this study the researchers did not. find the covering aspects of these indicators.

Conclusion
Public service is one of the activities to complement the needs of society to satisfy citizens and help the implementation of the state so that services to the public now must be innovative so that they can run effectively and efficiently.
One of the public innovation efforts created by the Pacitan district government is to provide a Complaint Service in the form of the Pacitan Regency WADUL-E (Aspiration and Electronic Complaint) Service which was formed and inaugurated in March 14, 2018. With this service, it is hoped that the aspirations and complaints of the Pacitan community are channeled to the regional government. This research has a focus on how the public service processes that exist in this Pacitan WADUL-E service, by taking the theory or concept from the new public service, so that this research will adjust the Pacitan WADUL-E service with the concept of new public service.
The research results suggesting that of the 7 indicators in the concept of new public service, there are 6 which are in accordance with the service process in the Pacitan WADUL-E service. With the above description, the researcher illustrates that the concept of new public service is relevant, but there is still a need for improvement in the perspective that refers to the productivity of service because every service to the public has not yet been deadlocked, it can be measured by the productivity of numbers or the amount obtained in the service.