KOORDINASI ANTAR INSTANSI DALAM INOVASI LAYANAN PENGADUAN DARURAT COMMAND CENTER 112 DI KOTA SURABAYA

This study aims to describe the form of coordination between agencies in the emergency complaints service of Command Center 112 Surabaya and describe the factors that influence the coordination implementation. The Command Center 112 is an emergency complaint service innovation as an effort to improve public services carried out by the Surabaya City government to accelerate the handling of emergencies. To describe the inter-agency coordination in the Command Center 112 complaint service innovation in Surabaya City, the theory used is horizontal coordination theory according to Winardi which consists of 4 elements, namely the matrix departmentalization, the formation of functional teams, task units and liaison personnel. While to describe the factors that influence inter-agency coordination using Hasibuan theory which consists of unity of action, communication, division of work, and discipline. The research method used in this study is a qualitative method with descriptive research type. The results of this study indicate that the coordination between relevant agencies has been coordinative. Based on the findings in the field that first, in the form of coordination between agencies in the Command Center 112 emergency complaints service in Surabaya City is horizontal coordination. It is seen from 4 horizontal coordination elements, 2 functional team elements and liaison personnel have been applied, however there are still 2 elements that have not been applied namely matrix departmentalization and task units, because the Command Center 112 innovation does not require an organizational structure and C Command Center officers have covered the whole in handling emergency events. Second, the factors that influence the implementation of coordination among relevant agencies, the four factors consisting of unity of action, communication, division of work, and discipline have been carried out well