MELACAK PELAYANAN PUBLIK BERBASIS MEDIA SOSIAL PADA MASA PANDEMI COVID-19 DI PROVINSI BANTEN

This article aims to elaborate on social media-based public services during the Covid-19 pandemic in Banten Province. The benefits of social media have contributed to every aspect of social life, including the management of public organizations and businesses. Especially during the Covid-19 pandemic, the public really needs information and services quickly, easily, effectively and efficiently. This is what causes the role of social media to become one of the main supporting channels in improving public services for the community in Banten Province. This research also strengthens the digital era public service innovation model as part of digital government (e-government). This research uses an explanatory qualitative study approach with in-depth interviews. This article finds that social media governance competence is still lacking for government officials in Banten. In addition, this article also states that social media has played an active role as one of the main supporting channels for efforts to strengthen public services in Banten Province.