Innovation of Clean Water Services PDAM Tirta Benteng in Tangerang City

Abstract

PDAM Tirta Benteng as an operator of clean water services in the area of Tangerang City is required to innovate in order to increase the coverage of clean water services and provide effective and efficient services. The innovation carried out by PDAM Tirta Benteng to increase the coverage of clean water services and improve the quality of service is a doorto-door pick-up service program. The purpose of this study was to analyze the innovation of clean water service in the city of Tangerang and find out the supporting and inhibiting factors. The focus of the research is the innovation of picks up service analyzed by the Rogers Innovation Attribute Theory (1) relative advantages (2) compability (3) complexity (4) triability (5) observability . This study uses descriptive methods with a qualitative approach, Determination of informants using purposive sampling technique. The data analysis used in this study is an interactive model from Miles and Huberman, which begins with the process of collecting data, simplifying data, presenting data and drawing conclusions, to test the validity of the data triangulation, namely observation, interviews and documentation. The results of this study indicate that the innovation of PDAM Tirta Benteng's pick-up service has been done well in improving service to the community as evidenced by the significant increase in the number of customers. The supporting factors of this pick-up innovation are leaders who support innovation, support employees to do services and encourage people to create good service. The inhibiting factors of the shuttle ball innovation are officers who lack response in response to customer complaints, lack of socialization, minimal budget and, lack of public access to receive information about PDAM services and the many forms of PDAM services. Keywords—innovation, pick up service