Arisca Futri Cantikka Sari 

Faculty of Administrative Sciences, Dr. Soetomo University Surabaya, Surabaya, East Java, Indonesia 

Sri Roekminiati 

Faculty of Administrative Sciences, Dr. Soetomo University Surabaya, Surabaya, East Java, Indonesia  

Sri Kamariyah 

Faculty of Administrative Sciences, Dr. Soetomo University Surabaya, Surabaya, East Java, Indonesia 

Ika Devy Pramudiana 

Faculty of Administrative Sciences, Dr. Soetomo University Surabaya, Surabaya, East Java, Indonesia 

DOI: 

ABSTRACT 

This study aims to analyze the effectiveness, efficiency, and optimization of the use of the EService Platform in processing the Certificate of Poor Family (Poor Family Certificate – SKKM) at the Department of Social Affairs of Surabaya City. The research is motivated by the need to improve the quality and accountability of public services through digital innovation that is fast, transparent, and easily accessible to the public. This study employs a qualitative approach with a case study method, using interviews, observations, and documentation involving social service officers and service users. The results show that the implementation of the E-Service system has significantly improved the effectiveness of public services by accelerating the SKKM issuance process, enhancing public satisfaction, and providing easier access without the need for in-person visits. In terms of efficiency, the digital system reduces human resource usage, operational costs, and service completion time. The optimization of public service delivery is reflected in the synergy between effectiveness and efficiency, producing faster, more transparent, and responsive services that meet citizens’ needs. However, the study also identifies challenges such as digital literacy gaps and limited technological access among certain community groups, particularly the elderly and low-educated citizens. Therefore, capacity building for staff, public digital literacy programs, and adequate infrastructure provision are essential to ensure the sustainability of technology-based service innovations. This research is expected to serve as a reference for other local governments in developing public service systems that are effective, efficient, and inclusive.                                  

Keywords: E-Service; SKKM; Effectiveness; Efficiency; Public Service Optimization; Digital Innovation