Best Practice Governance Model in Providing Population Administration Services in the Surabaya City Government Indonesia

Agile governance is governance for an agile government that requires the government to always be adaptive and responsive to change to follow the demands of society and technological developments. The Surabaya City Government received the award as the most innovative city in Indonesia at the 2021 Innovative Government Award for providing public services. This is where researchers are interested in conducting best practice research on the model for implementing population administration and civil registration services in the Surabaya City Government. The research aims to formulate the development of an agile governance model in the delivery of public services in the field of population administration. The research method uses a qualitative case study approach and data collection techniques through observation, in-depth interviews, Focus Group Discussions, and secondary data studies. The results of the research findings show that the implementation of public services in the field of population administration at the Population and Civil Registration Service of the City of Surabaya uses a new agile governance model consisting of seven variables, namely excellence governance, business process based on software, society participation, employee motivation, adaptive approach, service design, and external monitoring.