INOVASI PELAYANAN PUBLIK MELALUI COMMAND CENTER 112 DALAM MENANGANI PENGADUAN MASYARAKAT DI BADAN PENANGGULANGGAN BENCANA DAN PERLINDUNGAN MASYARAKAT (BPB LINMAS) KOTA SURABAYA

This thesis to describes the innovation of public services through the Command Center 112 in dealing with public complaints at the Badan Penanggulanggan Bencana Dan Perlindungan Masyarakat (BPB LINMAS) of Surabaya City in providing services and handling disasters and emergencies from the community. With the background of the problem, the formulation of the problem that will be answered in this study is how the driving and inhibiting factors are. Public Service Through Command Center 112 in dealing with Public Complaints at the Badan Penanggulanggan Bencana Dan Perlindungan Masyarakat (BPB LINMAS) of Surabaya City? The theory used is the Rogers Theory related to characteristics that include Relative, Compatibility, Complexity, Triability, and Observability. As well as the driving and inhibiting factors of innovation from Mulgan & Albury. The research method used in this study is a qualitative research method with descriptive research type. Data collection techniques using techniques, interviews, research documentation. The technique of determining informants is done purposively and snowball. While data analysis techniques are carried out by data reduction, data presentation, and conclusion reduction. Then to test the validity data through triangulation techniques. The results of this study indicate that: The Innovation Command Center 112 in Surabaya City is categorized as One Stop Service which is held in one room or called Command Center Room, different agencies or OPD are synergized in one room to receive community reports and city conditions. In its application, the Complaint Service Innovation of the Command Center 112 of Surabaya City has been successfully implemented in the City of Surabaya, and has become a variety, and also a plot which is the case in Surabaya