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Public policies and services are a product of the state administration with the purpose to create convenience and prosperity for the wider general public. On the other hand, the effects of globalization in this fast-moving decade also require a government to always make innovation both in terms of policy making and public services in order to answer the challenges, because if they do not make innovations, the bureaucracy will definitely be left behind. The Surabaya city, in answering the challenges, have already applied the concept of smart city in running its government. The writings in this article attempts to analyze and explore a policy innovation created by the Surabaya City Government in the public service sector by looking at the command center 112 in Surabaya. The approach used was the innovation theory by Geoffrey Dudley and Jeremy Richardson which included: Ideas, Interests, Institution and Individuals. This research used a qualitative method with a descriptive approach. The data collection techniques were by conducting in-depth interviews, direct observation and review of documentation related to research topics about public service innovation in accordance to the research. There were three informants in this study with the determination of the informants carried out by purposive sampling technique. For data validity, it used interactive data analysis following the guidelines of Miles, Huberman and Johni Saldana. The findings in the field show that the Surabaya City Government made a breakthrough innovation in creating public services to be used by all people of the city of

Innovation of Surabaya City Government in the Public Service Sector: Study of Command Center 112