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.

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 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 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 PERANCANGAN SISTEM INFORMASI PELAYANAN PUBLIK PADA RUKUN WARGA 05 CENGKARENG TIMUR DENGAN PENERAPAN METODE NAÏVE BAYES

Petir ◽  
2019 ◽  
Vol 12 (1) ◽  
Author(s):  
Meliana Meliana ◽  
Riri Fajriah
Keyword(s):  
Public Service ◽  
Public Services ◽  
Naive Bayes ◽  
Naïve Bayes ◽  
Birth Certificates ◽  
Administrative Services ◽  
The Public ◽  
Work Program ◽  
Service Information ◽  
The Government

Public service is a service provided by the government as the state administrator of the community to meet the needs of the community itself and has a purpose to improve the welfare of the community. The forms of service that are in the neighborhood of Citizenship 05 include basic administrative services,for example:services for making Family Cards, Birth Certificates, Death Letters, KTPs, Not Available Certificate (SKTM) and many others. The problem faced by the pillars of 05 is the administration and bureaucracy that have not been computerized, causing public services to be long. In addition, there are still many public service irregularities in the Rukun Warga 05, especially in the deviation from giving an insufficient certificate. Previous research on poor SKTM recipients in Jambi City was one of the bases of this research. The design of the public service information system in the RW 05 area was designed using several modules, namely the citizen reporting module, RW work program evaluation module, RT work program distribution module, citizen administration module, evaluation of SKTM giving, socialization module and citizen information. The implementation of this public service uses a prototype method and uses PIECES analysis with the application of naive bayes for selection of inadequate certificates so that public services and the provision of SKTM can be done effectively, efficiently and on target.

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 Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Pemberian Izin Mendirikan Bangunan di Kota Jayapura (Suatu Studi di Dinas Penanaman Modal dan Perizinan Terpadu Satu Pintu)

2020 ◽  
Vol 006 (03) ◽  
pp. 457-465
Author(s):  
Ni Luh Putu Nia Ariastuti
Keyword(s):  
Public Service ◽  
Public Services ◽  
Qualitative Approach ◽  
The Public ◽  
Service Environment ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Service Fairness

This studi aims to analyze the Public Satisfaction of Public Service Providing IMB in Jayapura City. Researchers analyzed using 14 indicators based on the KEPMENPAN regulation Number 25 of 2004 concerning Guidelines for Preparation of Comunnity Satisfaction Index consisting of service procedure, service requirements, clarity of service officers, discipline of service officers, responsibility of officers, ability of officers, speed of service, fairness of service, courtesy and friendliness of staff, the fairness of costs, certainty of costs, certainty of schedule, comfort of the environment and security of service. As for the type of research used is descriptive research with a qualitative approach. The results showed that 14 indicators of SMIs used 5 of them identified the quality of public services in the DPMPTSP Jayapura City including service requirements, service ability, speed of service, certainty of schedule and comfort of the service environment. For this reason, there is still a need to improve and improve the quality of public services in DPMPTSP Jayapura City.

Reformasi Birokrasi dan Pemenuhan Hak Warga dalam Mengakses Pelayanan Publik melalui Mal Pelayanan Publik

2019 ◽  
Vol 2 (2) ◽  
pp. 189-205
Author(s):  
Ade Harsa Suryanegara
Keyword(s):  
Public Service ◽  
Public Services ◽  
Administrative Reform ◽  
Efficient Manner ◽  
Reform Era ◽  
Administrative Services ◽  
The Public ◽  
Complicated Process ◽  
Bureaucratic Reform

Various services are organized to meet the needs and provide convenience for the community. In the reform era, through the ministry of Administrative Reform and Bureaucratic Reform, one of the efforts to improve the quality of public services is to formulate policies in the form of Public Service Mall. This paper discusses the government's efforts to improve bureaucratic reform through the implementation of Public Service Malls. The issue of licensing is a complicated process that makes it difficult for the public to access public services. Hence, people are reluctant to deal with administrative issues. With an integrated Public Service Mall one door to serve a variety of administrative services, licensing services can be provided in a prime, effective and efficient manner.

scholarly journals An Overview Of The Provision Time Of Inpatient Medical Record Documents In Sumber Waras Hospital Cirebon Regency

2021 ◽  
Vol 8 (1) ◽  
pp. 39-43
Author(s):  
Sri Dewi Wulan Sari ◽  
Loura Weryco Latupeirissa ◽  
Eka Martaviantika Gusana
Keyword(s):  
Medical Record ◽  
Public Service ◽  
Medical Records ◽  
Total Sample ◽  
Quantitative Approach ◽  
Research Instrument ◽  
The Public ◽  
Descriptive Research ◽  
Service Standards

Minimum service standards are a technical spesification regarding service benchmarks provided by public service bodies to the public. Minimum service standards have several fields especially in the field of medical records. One the indicators in the field of medical record is the time of provision of inpatient medical record documents. Minimum service standards based on Kepmenkes 129 of 2008 ≤ 15 minutes. The purpose of this study was to determine the time provision of inpatient medical record documents in Hospital Sumber Waras Cirebon Regency.  The type of research used is descriptive research with a quantitative approach. The population in this study was 1.242 documents with a total sample of 92 documents and sampling in this study using accidental sampling. The research instrument used wa an observasion sheet in the form of a checklist sheet. Dat collection procedure is done by determining the inclusion and exclusion.  Based on the results of research when providing inpatient medical record documents as much as 53% of 49 documents and 47% of 43 documents that are not appropriate. The average time for providing inpatient medical record documents is 23 minute 13 seconds.  The conclusions obtained in this study are time for providing inpatient medical record documents in Hospital Sumber Waras Cirebon Regency source not in accordance with Kepmenkes standard number 129 of 2008, that for the time of providing inpatient medical record documents is ≤ 15 minutes.

scholarly journals KUALITAS PELAYANAN PEMERINTAHAN DESA DALAM IMPLEMENTASI UNDANG-UNDANG NO. 6 TAHUN 2014 DI DESA NAGARAWANGI KECAMATAN RANCAKALONG KABUPATEN SUMEDANG PROVINSI JAWA BARAT

2019 ◽  
pp. 91-112
Author(s):  
Dedi Kusmana
Keyword(s):  
Service Quality ◽  
Public Services ◽  
Information Service ◽  
Five Dimensions ◽  
Administrative Services ◽  
The Public ◽  
Descriptive Research ◽  
Village Governance ◽  
The Village

The Village Governance is a government organization which has function for serving the public’s needs. A good service quality is the expectation of the public as the consumers, by providing and improving the services to the community and also providing an equal and fair services. Giving the service is a major duty of apparatus, both village apparatus and agencies. This research aims to describe the quality of government services in the Nagarawangi village, Rancakalong District, and inhibiting factors of service quality of village governance. Various services provided by the village governance are common public services and administrative services. Researcher focused more on administrative services, it is taken because researcher felt there were issues of administrative services that need more attention. One of them is there were a lack of clarity of the information service procedure and the service simplementation in the Rancakalong District, Nagarawangi village. The focus of this research is the quality of village governance services and supporting factors of service quality in the District Rancakalong Nagarawangi village. The type of this research is descriptive research with a qualitative approach. Informants in the research were Village Apparatus, BPD and the societies of Nagarawangi Village, Rancakalong District as the recipients of services. Data collection techniques which is used by the researcher were observation, interviews and documentation. Data analysis was performed with data reduction, data presentation and then drawing the conclusions. Results of this research, based on the findings based on an analysis of fivedimensional field of service quality indicators, showed that the public services is going according to the job description. The five dimensions are Tangible, realibility, responsivenes, assurance and empathy. It was evident from the data obtained from the analysis of the five dimensions of service quality, overall already run well. But there are still some things that have not been optimal. Keywords: quality of service

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