Citizen-Oriented Service Delivery and Innovation (A Case Study of Passport Office in Indonesia) [Penyelenggaraan Pelayanan Publik Berorientasi Kemasyarakatan dan Inovasi (Studi Kasus di Kantor Pelayanan Paspor di Indonesia)] - Purnomo, Agung Sulistyo (Pusat Penelitian, Badan Keahlian DPR RI, 2018)