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The public’s demand for excellent service encourages the government to continuously innovate. In response, the Population and Civil Registration Office of Pangandaran Regency developed an innovation called the mobile service pickup program. This innovation integrates offline services to accelerate and simplify the processing of population documents, particularly in the issuance of birth certificates. The mobile service pickup program is designed to improve the efficiency, effectiveness, and transparency of public services in the field of population administration in Pangandaran Regency. This study refers to the innovation theory by Everett M. Rogers, as cited in Prabowo H. (2022), which states that there are five attributes of innovation that influence its acceptance: relative advantage, compatibility, trialability, and observability. The research method used in this study is qualitative descriptive, with data collected through interviews, documentation, and observation. Meanwhile, informants were selected purposively to obtain relevant and in-depth data. The research results reveal that the mobile service pickup program innovation has not yet been optimally implemented, with time effectiveness being a crucial factor for the community. Therefore, this innovation must continue to be developed to gain wider acceptance among the public.

Service quality is the level of excellence or specialty of a service that can meet the needs and expectations of the community. Public service is an activity carried out by the government and other institutions to meet the needs of community services in accordance with laws and regulations. This service can be in the form of public goods, public services, and/or administrative services. The purpose of this study was to determine the quality of service in issuing Business Identification Numbers for micro businesses at the Pekanbaru City Investment and One-Stop Integrated Service Office and its supporting and inhibiting factors. This study uses a qualitative approach. Data collection techniques use interviews. Data analysis in this study was carried out using qualitative descriptive. The results of the study explain that the quality of service is already in the good category which is assessed from the transparency in the services provided where there is openness in the service process, services that are in accordance with the rules and there is ease in the service process. The principle of accountability in improving service quality to ensure that each service can be accounted for and provide services in accordance with the conditions that have been set. Community participation in improving services has been carried out well by providing services according to rights and balance. Supporting factors in improving service quality include the ability of employees to serve, the availability of supporting facilities and infrastructure, and the development of a better service system as part of improving services. While inhibiting factors include increased supervision and complicated bureaucracy in efforts to improve services.