Transformasi Pelayanan Publik Optimalisasi Public Safety Centre(Psc) 119 Dalam Penanganan Darurat Di Kabupaten Nganjuk

Abstrak

This study aims to analyze the implementation of public service innovation through the
Public Safety Centre (PSC) 119 program in handling emergency conditions in Nganjuk Regency. The
background of the program is the high rate of traffic accidents and the limitations of previous
emergency services, which failed to respond quickly and in an integrated manner. This research uses
a descriptive qualitative method with a case study approach, employing in-depth interviews, field
observations, and document analysis. The findings reveal that PSC 119 incorporates four
dimensions of innovation as proposed by Halvorsen (2005): product, administrative, system, and
conceptual innovation. Product innovation is reflected in a 24-hour emergency response service
accessible via call center and WhatsApp. Administrative innovation is seen in a shift-based
workforce model involving local health centers without forming a new organizational structure.
System innovation is demonstrated through real-time digital coordination across agencies.
Conceptual innovation highlights a paradigm shift in public service from bureaucratic to human-
centered and responsive. However, the effectiveness of these innovations remains constrained by
low public literacy, institutional instability, and limited digital infrastructure. This study
recommends strengthening institutional frameworks, expanding public education, and
standardizing inter-agency systems to ensure the sustainability of emergency service innovation at
the local level.