The Influence of Innovation, Collaboration, and Work Flexibility on Public Service Performance at the Class I Health Quarantine Center in Tanjungpinang

Abstract

Introduction: Quality public service is a key indicator of successful government bureaucracy. The Class I Health Quarantine Center (BKK) in Tanjungpinang, as the frontline agency at the country's entry points, faces challenges in maintaining service quality. Over the past three years, the public service aspect in the assessment of the Integrity Zone towards a Corruption-Free Area (ZI WBK) has shown suboptimal results.

Objectives: This study aims to analyze the influence of innovation, collaboration, and work flexibility on public service performance, both partially and simultaneously.

Methods: This study employs a quantitative approach with an explanatory research design. The sample consists of 101 respondents selected using proportional cluster random sampling. The instrument used is a closed-ended questionnaire with a Likert scale, and data analysis is conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) through the SmartPLS application.

Results: The results of the study indicate that innovation, collaboration, and work flexibility each have a positive and significant influence on public service performance. Innovation promotes service convenience and efficiency through technology and system integration. Collaboration enhances coordination among work teams, resulting in faster and more accurate services. Work flexibility provides employees with adaptive space to manage their working hours without compromising service quality. Collectively, these three variables are also proven to have a joint impact on improving public service performance.

Conclusions: The implementation of innovative technology, the strengthening of collaboration among work teams, and the provision of flexibility in work systems have proven to be effective strategies in enhancing public service performance. Therefore, public institutions need to continuously develop these three aspects to achieve excellent and sustainable service quality.