Innovation of the Roti 7 Lapis Program in Improving Emergency Services

Abstract

In improving the quality of services in the emergency sector, the Surabaya City Government launched the Roti 7 Lapis innovation program. This innovation was selected as the Top 45 Commendable Innovations in the General category at the 2022 Public Service Innovation competition. The purpose of this research is to describe and analyze the 7 Layer Bread innovation program in improving emergency services in the City of Surabaya. The method in this study uses a qualitative descriptive approach. The results of this study indicate that: 1) the leadership of the institution has a collaborative and consultative mindset that leads to service efficiency to run the Roti 7 Lapis program well; 2) transparency, accountability and participatory aspects are well realized through the issuance of an efficient regulatory framework; 3) the data analysis mechanism for Rot 7 Lapis is still in semi-manual status but this does not reduce the effectiveness and efficiency of service time; and 4) the communication and coordination carried out refers to SOPs and Assignment Orders which provide great flexibility in dealing with emergency problems related to the provision of public services. This innovation can be used as a best practice for other local government areas, provided that these areas have demographic and geographic characteristics similar to the City of Surabaya.