Lubis, Ravendra Syahinda (2025) Inovasi Layanan Uji Kompetensi Asn Berbasis Digital Pada Upt Penilaian Kompetensi Bkd Provinsi Jawa Timur Melalui Pendekatan Design Thinking Dan Business Model Canvas. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini bertujuan mengembangkan inovasi layanan uji kompetensi ASN melalui perumusan Business Model Canvas (BMC) baru berbasis pendekatan Design Thinking pada UPT Penilaian Kompetensi BKD Provinsi Jawa Timur. Latar belakang penelitian berangkat dari peluang yang dapat dikembangkan di layanan asesmen pada bagian detail hasil, proses penyampaian hasil, dan keluasan akses. Melalui tahapan empathize, define, ideate, prototype, dan test, penelitian ini menggali kebutuhan riil pengguna melalui wawancara mendalam dengan pimpinan UPT, asesor, dan ASN, menyusun empathy map dan user persona, serta merumuskan masalah inti melalui Point of View dan How Might We. Proses ideasi menghasilkan gagasan pengembangan model layanan yang lebih responsif, termasuk penyediaan dashboard digital real-time, umpan balik yang spesifik dan terstruktur, integrasi sesi konsultasi pasca-asesmen, dan penguatan akses layanan daring. Hasil penelitian berupa rancangan BMC baru dengan proposisi nilai berbasis transparansi, digitalisasi, dan pendampingan berkelanjutan, perubahan saluran layanan melalui kanal digital interaktif, perluasan hubungan pelanggan melalui mentoring dan pelatihan, serta pembaruan sumber daya dan aktivitas kunci yang meliputi sistem informasi asesmen digital dan pelatihan asesor. Validasi melalui Focus Group Discussion menunjukkan bahwa BMC yang diusulkan dinilai relevan dan layak diterapkan, meskipun tetap memerlukan penyesuaian SOP, peningkatan kapasitas SDM, dan dukungan infrastruktur digital. Penelitian ini menegaskan bahwa Design Thinking mampu menghasilkan inovasi model bisnis layanan publik yang lebih adaptif dan berpusat pada pengguna, serta memberikan kontribusi bagi transformasi birokrasi menuju pelayanan uji kompetensi ASN yang lebih transparan, terintegrasi, dan responsif terhadap kebutuhan pengguna.
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This study aims to develop innovation in the competency assessment services for civil servants (ASN) through the formulation of a new Business Model Canvas (BMC) based on the Design Thinking approach at the Competency Assessment Unit of BKD East Java Province. The research stems from identified opportunities to improve existing services. Through the stages of empathize, define, ideate, prototype, and test, this study explores the real needs of users by conducting in-depth interviews with unit leaders, assessors, and ASN, developing empathy maps and user personas, and defining core problems through Point of View and How Might We formulations. The ideation process generated concepts for a more responsive service model, including real-time digital dashboards, specific and structured feedback, integrated post-assessment consultation sessions, and strengthened access to online services. The research resulted in a new BMC design that emphasizes transparency, digitalization, and continuous support, with revised service channels through interactive digital platforms, expanded customer relationships through mentoring and training, and updated key resources and activities involving a digital assessment information system and assessor development. Validation through Focus Group Discussion demonstrated that the proposed BMC is relevant and feasible to implement, although it still requires adjustments to standard operating procedures, capacity building for human resources, and adequate digital infrastructure. This study concludes that the Design Thinking approach effectively produces an adaptive, user-centered public service business model, contributing to bureaucratic transformation toward competency assessment services that are more transparent, integrated, and responsive to user needs.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Design Thinking, Business Model Canvas, Inovasi Layanan Publik, UPT Penilaian Kompetensi, BKD Provinsi Jawa Timur, Transformasi Digital, Design Thinking, Business Model Canvas, Public Service Innovation, Competency Assessment Unit, BKD East Java Province, Digital Transformation. |
| Subjects: | T Technology > T Technology (General) > T58.6 Management information systems T Technology > T Technology (General) > T58.62 Decision support systems T Technology > T Technology (General) > T58.64 Information resources management |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | Ravendra Syahinda Lubis |
| Date Deposited: | 05 Jan 2026 08:47 |
| Last Modified: | 05 Jan 2026 08:47 |
| URI: | http://repository.its.ac.id/id/eprint/129264 |
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