scholarly journals Standar Pelayanan Publik di Masa Pandemi Covid-19: Studi Pelayanan Perpustakaan ITERA

2021 ◽  
Vol 1 (1) ◽  
pp. 57-66
Author(s):  
Rydho Febri Ramadhan ◽  
◽  
Vicka Tamaya ◽  
Keyword(s):  
Public Service ◽  
Research Methodology ◽  
Public Services ◽  
Standard Operating Procedures ◽  
Library Services ◽  
Interview Method ◽  
Standard Operating ◽  
Institute Of Technology ◽  
Service Standards

Abstract Purpose: This paper examined changes in public services during the pandemic. Research Methodology: The approach taken in this study was qualitative. Researchers collected information and data through the interview method. Along with conducting interviews, researchers searched for and read various pieces of information about implementing ITERA library services via the website and Standard Operating Procedures for services during the pandemic. Results: The Covid-19 pandemic affects public services, most notably at the ITERA Library. Changes to the ITERA Library Public Service Standards resulted in innovations in the Sumatra Institute of Technology Library's services.

scholarly journals Rekomendasi Desain Operasi Pelayanan Publik Melalui Evaluasi Pemenuhan Harapan Masyarakat dan Pengukuran Kinerja (Membidik Pelayanan Publik Negara China)

2014 ◽  
Vol 1 (3) ◽  
pp. 341-355
Author(s):  
Yuli Harwani ◽  
Hesti Maheswari
Keyword(s):  
Public Service ◽  
Public Services ◽  
Good Governance ◽  
Standard Operating Procedures ◽  
The Internet ◽  
Second Phase ◽  
The Public ◽  
Standard Operating ◽  
Service Standards ◽  
The Village

Complaints communities in the developing countries, especially Indonesia to the public service are still extremely high.  Perceived imbalances such as in: obscurity of time, cost and method of service; discrimination in services based on the relationships of friends, family, political affiliation, ethnic and even religious;  chain length the more entrenched bureaucracy and bribery and extortion.  This condition is a signaled for the government to seek strategic solutions to improve public services. This study aims to discover the design of public service operations in accordance with the expectations of society by measuring the performance of the public service.  Recommended design is a design that lead to e-Government and reinventing goverment to give birth standard operating procedures (SOP) and minimum service standards (SPM) for public services in Indonesia, especially in the public service that is closest to the village community  with Quality function deployment (QFD) in house of quality (HOQ) method. In the first phase of the study mapped 36 public expectations of public services, which are shown in this analysis that the public is not getting an appropriate and satisfying service, although does not show the high gap. On the other hand mapping the public response to the internet-based administration showed the unpreparedness of the people against the internet-based public services. The majority of respondents claimed to feel more comfortable and definitely served in the village office immediately met with the officers.  Queue and the possibility of intervention or extortion is not a problem for society.  In the second phase of this study will examine the true public service bureaucracy and the possibility of cutting the bureaucratic process that is more streamlined, clear, fast, and facilitate community. Last step is to benchmark the Chinese State as densely populated countries such as Indonesia, to make strategic steps and implementable in problem solving public dissatisfaction with public services and the number of maladministration. Keywords: fulfillment of community expectations, e-goverment, reinventing goverment, standard operating procedures, minimum service standards, good governance

scholarly journals Evaluation Of Public Service Standart (Case Study At The Education And Training Agency Of Yogyakarta Special Region)

ARISTO ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 239
Author(s):  
Muhammad Khozin ◽  
Gerry Katon Mahendra ◽  
Anike Febriyani Nugraha
Keyword(s):  
Public Service ◽  
Service Provider ◽  
Public Services ◽  
Education And Training ◽  
Competency Development ◽  
Group Discussions ◽  
The Government ◽  
Standard Documents ◽  
Service Standards ◽  
And Training

Improvement and quality assurance of public services is very needed, therefore the Government through Law Number 25 of 2009 concerning Public Services and Minister of Administrative Reform and Bureaucratic Reform Number 15 of 2014 concerning Guidelines for Service Standards requires that every public service provider be obliged to establish and apply Public Service Standards for each type of service that it provides. One of them is the Yogyakarta Education and Training Agency as a public service provider in the form of education, training, and competency development for the State Civil Apparatus. Public service standard documents that have been prepared by the Yogyakarta Education and Training Agency in 2017 need to be evaluated because they allegedly did not meet the method in the preparation process. The research conducted is a literature review with data mining techniques using observation techniques, interviews, mini focus group discussions and public hearings. Based on the research results it is known that the public service standard documents that have been owned by the Yogyakarta Education and Training Agency are still not comprehensive, but this solution is then obtained after an analysis and discussion with stakeholders at the Yogyakarta Education and Training Agency has also successfully identified various types of services that need to be it is prioritized to develop public service standards.

scholarly journals The Influence of Work Ethic on Public Services: Lessons from a Distant Indonesian Local Public Organization

2021 ◽  
Vol 3 (1) ◽  
pp. 174-187
Author(s):  
Leonardus Mangago
Keyword(s):  
Public Service ◽  
Work Ethic ◽  
Public Services ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government ◽  
And Behavior ◽  
Descriptive Survey ◽  
Service Standards

This research aimed to identify and analyze the principles, standards, elements, and quality of public services at the Office of Industry, Trade, and Cooperatives of Yahukimo Regency, Indonesia, located in a remote area. The research method applied was a qualitative descriptive survey with observation and interviews. The interviewees in this study were from 15 informants of different position levels. This study employed an interactive model to analyze the interview data. There were four main findings; firstly, in terms of the principle of public service transparency, the public was increasingly motivated to convey their demands, requests, and aspirations to the government. Meanwhile, accountability services were satisfactory per the provisions of laws and regulations, but public participation in public services was still lacking. Secondly, public service standards and service procedures were implemented following the stipulated provisions and competencies of officials. Those public officers had related-abilities in the form of knowledge, prowess, skill, attitude, and behavior that are required in completing their duties. Thirdly, in terms of public services, the public officers’ work ethic was a driving force for the officials to comply with the prior-set and agreed with rules and work procedures. At the same time, the facilities and infrastructure were adequate. Finally, regarding the quality of public services, the goals and targets of the service were well achieved.

scholarly journals EVALUASI PENERAPAN STANDAR OPERASIONAL PROSEDUR KARYAWAN PANEN TERHADAP KUALITAS DAN KUANTITAS PANEN TANDAN BUAH SEGAR KELAPA SAWIT (Elaels guineensis jacq) SERTA HANCAK PANEN (Studi Kasus: PT. Sentosa Kalimantan Jaya)

2020 ◽  
Vol 5 (01) ◽  
pp. 46-54
Author(s):  
Lydia Apria Rosadi ◽  
Rusli Anwar ◽  
Rusmini
Keyword(s):  
Oil Palm ◽  
Work Experience ◽  
Descriptive Analysis ◽  
Standard Operating Procedures ◽  
Palm Fruit ◽  
Interview Method ◽  
Standard Operating ◽  
Experience Education ◽  
Fresh Fruit Bunches ◽  
Observation Method

This research is motivated by the number of oil palm companies that require employees to do work according to standards companies such as harvest employees  who must harvest according to quality ripe fruit and harvest ripe reach the company's target, but in the statement the harvest work does not pay attention to operational standards procedures (SOP) that have been made and implemented in the company, so it is necessary carried out observations of the application of standard operating procedures for employees to harvest fresh fruit bunches (FFB). The objectives of this research are to identify the characteristics of respondents based on age, sex, work experience, education in general and to monitor the implementation of standard operating procedures for harvest employees on the quality and quantity of harvested fresh oil palm fruit bunches and harvest rights.Collecting data related to the implementation of harvest employee SOPs was obtained through the observation method, the interview method, and the documentation method.To analyze this data, data analysis was used in this study collected from research sources using descriptive analysis methods and Likert scale.

scholarly journals The Ideological Problems Until Leadership: Urgency of Public Service Law Revision

2019 ◽  
Vol 15 (2) ◽  
pp. 137-158
Author(s):  
Wawan Sobari
Keyword(s):  
Content Analysis ◽  
Public Service ◽  
Public Services ◽  
Qualitative Content Analysis ◽  
Analysis Method ◽  
The Public ◽  
Documentary Analysis ◽  
Service Leadership ◽  
Political Entrepreneurship ◽  
Service Standards

This study aims to critically examine the content of Law Number 25/2009 concerning Public Service and contribute to highlight four main points of amendment. A decade of law implementation achieved some advancement to public. One of them is the development of various service breakthroughs that fulfilled demand and needs of users. However, public service implementation still faces compliance problems with service standards at all levels  of government. Furthermore, public service has to deal with the integrity problem. This study applies a textual/documentary analysis method and is operationally carried out through qualitative content analysis of the text of Law 25/2009. The study also reveals four other problems that must be responded to the amendment to the law, namely ideology, publicness, leadership, and ethics. The principan of spirituality is an important part of ideology to meet the religious rights of users and providers and encourage to run the integrated  public services. In order to assure dynamics and adaptability to change,  it is necessary to shift the public service leadership approach towards political entrepreneurship. Finally, to minimize the ethical risk of leaders’ policy behavior, the revision must include regulation of public service leaderships ethics. Keywords: ideology, publicness, political entrepreneurship, ethics, public service. Abstrak Studi ini bertujuan mengkaji secara kritis konten Undang-Undang Nomor 25 Tahun 2009 Tentang Pelayanan Publik (UU 25/2009) dan berkontribusi menuangkan pokok-pokok pikiran perubahannya. Satu dekade pelaksanaan UU 25/2009 mencapai sejumlah kemajuan pelayanan yang bermanfaat bagi publik. Salah satunya melalui lahirnya berbagai terobosan pelayanan publik yang merespon kebutuhan dan permintaan pengguna. Namun, penyelenggaraan pelayanan publik masih menghadapi masalah pemenuhan kepatuhan standar pelayanan publik pada seluruh tingkatan pemerintahan. Selain itu, terdapat problem integritas dalam penyelenggaraan pelayanan publik. Studi ini menggunakan metode analisis tekstual/dokumenter dan secara operasional dilaksanakan melalui analisis isi kualitatif teks UU 25/2009. Studi ini menemukan empat masalah yang harus direspon dalam perubahan UU 25/2009 di luar persoalan kepatuhan terhadap standar dan integritas, yaitu terkait ideologi, derajat/kualitas publik (publicness), kepemimpinan pelayanan publik, dan etika kepemimpinan pelayanan publik. Asas spiritualitas penting agar pelayanan publik memenuhi hak-hak spiritual pengguna dan penyelenggara dan mendorong bekerjanya pelayanan publik yang berintegritas. Demi menjamin publicness, dibutuhkan reorientasi prinsip-prinsip publik dalam penyelenggaraan pelayanan publik yang terikat dengan nilai-nilai Pancasila. Dalam merespon dinamika dan kemampuan adaptasi terhadap perubahan, maka perlu perubahan kepemimpinan pelayanan publik menuju paradigma kewirausahaan politik. Terakhir, guna meminimalisir risiko etis perilaku kebijakan pemimpin, maka revisi harus mencakup pengaturan etika kepemimpinan pelayanan publik. Kata Kunci: ideologi, publicness, kewirausahaan politik, etika, pelayanan publik.  

scholarly journals Evaluation Of Public Service Standart (Case Study At The Education And Training Agency Of Yogyakarta Special Region)

ARISTO ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 225
Author(s):  
Muhammad Khozin ◽  
Gerry Katon Mahendra ◽  
Anike Febriyani Nugraha
Keyword(s):  
Public Service ◽  
Service Provider ◽  
Public Services ◽  
Education And Training ◽  
Competency Development ◽  
Group Discussions ◽  
The Government ◽  
Standard Documents ◽  
Service Standards ◽  
And Training

Improvement and quality assurance of public services is very needed, therefore the Government through Law Number 25 of 2009 concerning Public Services and Minister of Administrative Reform and Bureaucratic Reform Number 15 of 2014 concerning Guidelines for Service Standards requires that every public service provider be obliged to establish and apply Public Service Standards for each type of service that it provides. One of them is the Yogyakarta Education and Training Agency as a public service provider in the form of education, training, and competency development for the State Civil Apparatus. Public service standard documents that have been prepared by the Yogyakarta Education and Training Agency in 2017 need to be evaluated because they allegedly did not meet the method in the preparation process. The research conducted is a literature review with data mining techniques using observation techniques, interviews, mini focus group discussions and public hearings. Based on the research results it is known that the public service standard documents that have been owned by the Yogyakarta Education and Training Agency are still not comprehensive, but this solution is then obtained after an analysis and discussion with stakeholders at the Yogyakarta Education and Training Agency has also successfully identified various types of services that need to be it is prioritized to develop public service standards.

scholarly journals TRANSPARANSI DAN AKUNTABILITAS PELAYANAN PUBLIK KASUS TEKNOLOGI PENGELOLAAN AIR BERSIH DAN AIR LIMBAH DOMESTIK

2018 ◽  
Vol 5 (1) ◽  
Author(s):  
Komarudin Komarudin ◽  
Satmoko Yudo
Keyword(s):  
Waste Water ◽  
Water Management ◽  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Good Governance ◽  
Public Service Delivery ◽  
Guidance Services ◽  
Service Standards ◽  
Transparency And Accountability

Bureaucracy reform of public service delivery requires a fast prime, precisely, accurate, and affordable. Some of the important elements of public service delivery, among others, providing guidance services, service standards, service standards at least, one of the doors and a roof, transparency, and accountability. Information on water technology and water management, and need to be provided through public services and the prime quality, transparent and accountable, in order to support efforts to reform the bureaucracy to uphold the principles of good governance. Key words: Transparency and accountability, public services, water and waste water      technolgy management.

scholarly journals KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCACATAN SIPIL KOTA DENPASAR DI TENGAH SITUASI PANDEMI COVID-19

2021 ◽  
pp. 61-71
Author(s):  
Ni Nyoman Ariani ◽  
Anak Agung Putu Sugiantiningsih ◽  
Moch. Noor
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Government Policies ◽  
The Public ◽  
Direct Observations ◽  
Data Collection Process ◽  
Service Standards

Many people have adapted to the situation of covid-19 outbreak including public service providers. Government policies to prevent the spread of COVID-19 have an impact on public service standards implemented by the service providers. Regarding this matter, this study was conducted to analyze the quality of the service provided by Civil Registry Office of Denpasar during covid-19 pandemic. Interviews and direct observations were carried out to collect data. In this data collection process, five questions were given to six informants at this Office. The results of this study show that any declines in terms of the quality of the public services provided by this Office are not identified.

scholarly journals Etika Pelayanan Publik di Indonesia

2019 ◽  
Vol 1 (1) ◽  
pp. 59-76
Author(s):  
Mashur Hasan Bisri ◽  
Bramantyo Tri Asmoro
Keyword(s):  
Public Service ◽  
Public Services ◽  
Central Government ◽  
Service Providers ◽  
Regional Government ◽  
Regional Autonomy ◽  
The Public ◽  
Administrative Service ◽  
Service Standards ◽  
Universal Standard

Abstrak Pelayanan publik adalah segala kegiatan dalam rangka pemenuhan kebutuhan dasar sesuai hak dasar setiap warga negara dan penduduk atas suatu barang, jasa dan / atau pelayanan administrasi yang disediakan oleh penyelenggara pelayanan  yang  terkait dengan kepentingan publik. Masyarakat sebagai pelanggan memiliki kebutuhan dan harapan pada kinerja penyelenggara pelayanan publik yang profesional. Tugas Pemerintah Pusat maupun Pemerintah Daerah adalah memberikan pelayanan publik yang mampu memuaskan masyarakat. Implementasi kebijakan desentralisasi dan otonomi daerah di Indonesia mengakibatkan pemerintah daerah mempunyai tanggung jawab dan kewenangan dalam menentukan standar pelayanan minimal. Permasalahan mendasar dalam proses pelayanan publik di Indonesia adalah tentang etika. Tidak ada standar universal tentang norma atau etika serta sanksi yang mengatur secara khusus untuk pelanggaran yang dilakukan aparat dalam pelayanan publik. Kata Kunci : Pelayanan publik, Etika, Norma     Abstract Public services are all activities in order to fulfill basic needs in accordance with the basic rights of every citizen and resident of an item, service and / or administrative service provided by service providers related to the public interest. Communities as customers have needs and expectations in the performance of professional public service providers. The task of the Central Government and Regional Government is to provide public services that are able to satisfy the public. The implementation of decentralization and regional autonomy policies in Indonesia has resulted in regional governments having responsibility and authority in determining minimum service standards. The fundamental problems in the process of public service in Indonesia are about ethics. There is no universal standard on norms or ethics and sanctions that specifically regulate violations committed by the authorities in public services. Keywords : Public Service, Ethic, Norm

scholarly journals The Benefit of Utilizing E-Government Based Public Services

2020 ◽  
Vol 1 (3) ◽  
pp. 600-608
Author(s):  
Muhammad Iqbal ◽  
Julia Ivanna ◽  
Sri Hadiningrum
Keyword(s):  
Public Service ◽  
Public Services ◽  
National Policy ◽  
District Leadership ◽  
Quality Service ◽  
Application System ◽  
Administrative Services ◽  
The Public ◽  
Descriptive Research ◽  
Service Standards

The aim of this article to research government efforts in the implementation of bureaucracy reform as stipulated in the law No. 25 of 2009 about public services related to the service to its residents with quality service standards, fast, easy, affordable and be measured. It is in accordance with Presidential Instruction No. 3 of 2003 about national policy on e- Government development. In its development, e-Government is still far from expectations, government institutions both in the center and the region do not yet consider the important e-Government. E-Government is considered a project and a one of the sub-districts in Medan that has been conducting bureaucracy reform by providing public services based on electronic (e-kecamatan) in managing Administration and Increase Community participation. This study uses qualitative research methods with the type of descriptive research. The results showed the success of public services electronic-based public services in Kecamatan Medan Barat had a prerequisite, namely (1) the support from the District Leadership (Camat), (2) availability of Financial Resources and Human Resources (3) Transparency In the public service process with application system. In addition, e-kecamatan based momentarily trend. Kecamatan Medan barat where the research will be done services facilitate the residents to obtain information and manage various purposes in the form of administrative services products.

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