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STRATEGI PENINGKATAN LAYANAN SURAT IZIN MENGEMUDI MELALUI LAYANAN SINAR (SIM PRESISI NASIONAL) DI KANTOR SATUAN LALU LINTAS POLRES KABUPATEN GRESIK Ishlahah, Fitriatul; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 1 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n1.p1361-1372

Abstract

Pemerintah memiliki peranan penting dalam memberikan pelayanan publik kepada seluruh masyarakat sesuai dengan ketentuan hukum. Terdapat banyak upaya yang dilakukan oleh pemerintah dalam rangka meningkatkan kepercayaan masyarakatnya. Disamping itu, pemerintah juga harus menghadapi banyak tuntutan publik yang terus meningkat dengan cara meningkatkan kualitas dari kinerja pelayanan publik. Satuan Lalu Lintas (Satlantas) merupakan sebuah instansi yang juga menyediakan layanan pendaftaran dan perpanjangan Surat Izin Mengemudi (SIM). Pelayanan terkait SIM ini identik dengan pelayanan yang berbelit-belit dan prosedurnya yang rumit. Maka dari itu Polres Gresik berupaya untuk memberikan layanan yang lebih optimal melalui layanan SINAR dalam aplikasi Digital Korlantas Polri. Dengan adanya layanan tersebut, masyarakat tidak perlu khawatir akan perpanjangan SIM karena dapat dilakukan secara online dan juga dapat mengurangi kerumunan warga pada kondisi pandemi Covid-19 seperti saat ini. Jenis penelitian ini adalah deskriptif dengan menggunakan pendekatan kualitatif. Fokus dalam penelitian ini adalah proses strategi peningkatan pelayanan melalui layanan SINAR di Kantor Satlantas Polres Gresik. Dalam melakukan analisis di penelitian ini menggunakan teori strategi meningkatkan kualitas pelayanan menurut Tjiptono yang terdiri dari 8 indikator. Hasil penelitian menunjukkan bahwa strategi peningkatan pelayanan melalui layanan SINAR di Kantor Satlantas Polres Gresik cukup baik. Mulai dari pemberian pelayanan yang berkualitas, pelatihan khusus oleh Staff bidang pelayanan, hingga otomatisasi layanan SINAR yang cukup baik bahwa tetap mempertahankan tenaga manusia untuk proses pemberkasan. Saran yang dapat peneliti berikan kepada Satlantas Polres Gresik adalah lebih meningkatkan sosialisasi secara menyeluruh dan berkala, serta meningkatkan fitrur-fitur yang belum dapat digunakan seperti pada fiitur pendaftaran SIM baru. Kata kunci : Pelayanan publik, strategi pelayanan, layanan SINAR The government has an important role in providing public services to the entire community in accordance with legal provisions. There are many efforts made by the government in order to increase public trust. In addition, the government also has to face many public problems that continue to increase by improving the quality of public service performance. The Traffic Unit (Satlantas) is an agency that also provides registration and renewal services for a driving license (SIM). SIM-related services are synonymous with convoluted services and complicated procedures. Therefore, the Gresik Police seeks to provide more optimal services through the SINAR service in the National Police Korlantas Digital application. With this, people don't need to worry about adding SIM services because it can be done online and can also reduce residents in the current state of the Covid-19 pandemic. This type of research is descriptive using a qualitative approach. The focus of this research is the strategic process of service improvement through SINAR services at the Gresik Police Satlantas Office. In conducting the analysis in this study using the theory of strategies to improve service quality according to Tjiptono which consists of 8 indicators. The results showed that the service improvement strategy through SINAR services at the Gresik Police Satlantas Office was quite good. Starting from providing quality services, special training by service staff, to good SINAR automation services to retain human labor for the filing process. Suggestions that researchers can give to the Gresik Police Traffic Unit are to further increase the socialization thoroughly and periodically, and to increase the features that cannot be used, such as the new SIM registration feature. Keywords: Public Service, strategic service, SINAR service
INOVASI PROGRAM PELAYANAN CETAK PENGAJUAN TEKO DESO (CAK NGATESO) DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN JOMBANG ( STUDI KASUS PADA DESA MEGALUH) Sholihah, Khofifatus; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 1 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n1.p1503-1516

Abstract

KUALITAS PELAYANAN PENGADUAN KELUHAN PELANGGAN DI PERUSAHAAN DAERAH AIR MINUM (PDAM) SURYA SEMBADA KOTA SURABAYA Sari, Dian Novita; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 2 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n2.p1793-1808

Abstract

KUALITAS PELAYANAN PUBLIK PASIEN BADAN PENYELENGGARA JAMINAN SOSIAL KESEHATAN DI PUSKESMAS KEPADANGAN KABUPATEN SIDOARJO Ningrum, Dwi Kurnia; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 2 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n2.p1809-1822

Abstract

Pelayanan publik menjadi hal penting bagi pemerintah dalam rangka memenuhi kebutuhan dan kesejahteraan masyarakat. Kesejahteraan dapat dicapai melalui layanan kesehatan yang bermutu. Pemerintah menjamin kesehatan masyarakat melalui pembentukan Badan Penyelenggara Jaminan Sosial Kesehatan dengan program Jaminan Kesehatan Nasional. Selama ini dalam pelaksanaannya masih banyak ditemukan permasalahan pelayanan pasien BPJS yaitu antrian pelayanan, lamanya pengambilan tindakan kepada pasien, dan lamanya waktu tunggu pelayanan. Oleh karena itu diperlukan penelitian lebih dalam mengenai kualitas pelayanan yang diterima khususnya bagi pasien BPJS Kesehatan. Dengan adanya penelitian ini dapat mendeskripsikan kualitas pelayanan publik pasien BPJS Kesehatan di Puskesmas Kepadangan. Jenis penelitian ini adalah deskriptif dengan pendekatan kualitatif. Fokus dalam penelitian ini adalah kualitas pelayanan pasien BPJS yang terlaksana di Puskesmas Kepadangan Kabupaten Sidoarjo. Dalam melakukan analisis, peneliti menggunakan teori Ida Hadiyati dkk (2017) tentang kualitas pelayanan berdasarkan harapan pasien JKN yang terdiri atas 11 aspek. Hasil dari penelitian ini menunjukkan bahwa kualitas pelayanan pasien BPJS Kesehatan di Puskesmas Kepadangan cukup baik dan memuaskan. Aspek yang menunjang kualitas pelayanan adalah pelayanan medik, keamanan, akses, transparansi informasi, kesetaraan, iuran biaya, serta kualitas antar bagian. Sedangkan aspek yang masih perlu ditingkatkan adalah aspek sarana prasarana yakni kebutuhan ruangan, aspek karyawan yakni penambahan petugas di bagian rekam medis, aspek pelayanan administrasi yakni kejelasan waktu tunggu layanan, serta aspek kepercayaan yakni kenyamanan pasien atas kepastian waktu pelayanan. Saran yang bisa peneliti berikan kepada Puskesmas Kepadangan adalah menambah ruangan, menambah jumlah karyawan serta menepati standar waktu pelayanan dan menyampaikannya kepada pasien agar tidak mengganggu kenyamanan pasien. Public services are important for government to get welfare of the community.Welfare can be achieved through quality health services. Government guarantees public health through the establishment of BPJS Health with National Health Insurance program. But in its implementation, there are many problems with BPJS patient services such as service queues, length of time to take action patients, and length of time waiting for services. Therefore, deeper research is needed regarding the service quality especially for BPJS Health patients. With this research, it can describe sevice quality for BPJS patients at Kepadangan Public Health Center. This research is descriptive with qualitative approach. Focus in this study is quality of BPJS patient at Kepadangan Public Health Center, Sidoarjo District. Researchers analyze used theory of Ida Hadiyati et al (2017) regarding service quality based on JKN patients expectations which consists of 11 aspects. The results of this study indicate that quality service for BPJS Health patients at the Kepadangan Public Health Center is quite good and satisfactory. Aspects that support service quality are medical services, security, access, information disclosure, balance, costs, and quality between departments. While the aspects that still need to be improved are infrastructure aspect especially adding rooms, employee aspect especially addition of officers in medical records, administrative service aspect especially clarity of service waiting times, and trust aspect especially patient comfort with certainty of service time. Suggestions that can give to Kepadangan Public Health Center are adding rooms, adding employees, adhering service time standards and conveying time to patients.
PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP TINGKAT KEPUASAN MASYARAKAT PADA PROGRAM PETE JAWA RASA TIMUN DI PUSKESMAS GEDONGAN KOTA MOJOKERTO Sintania, Jihan; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 2 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n2.p1863-1876

Abstract

Program Pete Jawa Rasa Timun hadir karena melihat adanya masalah kesehatan pada pekerja wanita. Wanita memiliki peran ganda sebagai seorang istri dan ibu yang memiliki risiko gangguan kesehatan seperti rendahnya pemberian ASI eksklusif pada anak, permasalahan gizi yang berakibat anemia, obesitas, dan lain-lain. Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas pelayanan publik terhadap tingkat kepuasan masyarakat pada Program Pete Jawa Rasa Timun di Puskesmas Gedongan Kota Mojokerto. Metode penelitian adalah asosiatif kuantitatif. Pengambilan sampel menggunakan teknik incidental sampling dengan jumlah 67 responden. Teknik pengumpulan data yaitu observasi, kuesioner, wawancara, dan dokumentasi. Teknik analisis data menggunakan koefisien korelasi, koefisien determinan, dan regresi linear sederhana. Hasil penelitian menunjukkan ada hubungan yang positif dan signifikan sebesar 0,862 yang tergolong dalam kategori hubungan sangat kuat antara kualitas pelayanan dengan tingkat kepuasan masyarakat. Besarnya pengaruh kualitas pelayanan terhadap tingkat kepuasan masyarakat pada Program Pete Jawa Rasa Timun di Puskesmas Gedongan Kota Mojokerto adalah sebesar 74,3% dan sisanya sebesar 25,7% dipengaruhi oleh faktor lain. Program Pete Jawa Rasa Timun was created because it saw health problems among women workers. Women have a dual role as a wife and mother who have a risk of health problems such as low exclusive breastfeeding for children, nutritional problems that result in anemia, obesity, and others. The purpose of this research was to analyze the effect of the quality of public services on the level of community satisfaction in Program Pete Jawa Rasa Timun at the Gedongan Health Center, Mojokerto City. The research method is quantitative associative. Sampling using incidental sampling technique with a total of 67 respondents. Data collection techniques are observation, questionnaires, interviews, and documentation. Data anylisis technique use correlation coefficients, determinant coefficients, and simple linear regression. The results showed that there was a positive and significant relationship of 0.862 which was classified as a very strong relationship between the quality service and level of community satisfaction. The magnitude of the influence of service quality on the level of community satisfaction in the Program Pete Jawa Rasa Timun at Gedongan Health Center, Mojokerto City was 74.3% and the remaining 25.7% was influenced by other factors.
INOVASI LAYANAN KEPEGAWAIAN TERPADU MELALUI APLIKASI SEDAKEP (SISTEM ELEKTRONIK DATA DAN KEBUTUHAN KEPEGAWAIAN) DI KANTOR KEMENTERIAN AGAMA KABUPATEN SLEMAN Audinalupita, Amalia; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 2 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n2.p1927-1938

Abstract

EFEKTIVITAS PELAYANAN PROGRAM KELUARGA HARAPAN BAGI KELUARGA PENERIMA MANFAAT DI DESA MOJOREJO KECAMATAN JETIS KABUPATEN PONOROGO Susilowati, Naomi; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 3 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n3.p2187-2202

Abstract

Program Keluarga Harapan (PKH) services are one of the services in the national social assistance program that has been implemented in Mojorejo Village since 2007. PKH services in Mojorejo Village are carried out by a Social Facilitator. The purpose of this study is to describe the effectiveness of PKH services for Beneficiary Families in Mojorejo Village, Jetis District, Ponorogo Regency. However, in this PKH service, there are problems that challenge PKH Social Facilitator. These problems are related to the difficulty of changing the mindset of PKH Beneficiary Families (KPM) Mojorejo Village to become more productive and independent. The method used in this research is descriptive qualitative method. While the theory used is the theory of program effectiveness according to Annas (in Bastaman, 2020: 177) which includes seven indicators, namely timeliness, human resources who manage the program, work mechanisms, cooperation and communication, correct distribution of funds, no deviations, and monitoring and evaluation. The results showed that PKH services for Beneficiary Families in Mojorejo Village were quite effective. This is because of the seven effectiveness indicators used, four of them have been carried out optimally. The four indicators are timeliness, human resources who manage the program, cooperation and communication, and monitoring and evaluation. Meanwhile, three indicators, namely the work mechanism, the correct distribution of funds and no deviations, still have obstacles that cause these three indicators to be less than optimal.
INOVASI PELAYANAN PUBLIK MELALUI APLIKASI PELAYANAN VIA ONLINE (PLAVON DUKCAPIL) OLEH DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN SIDOARJO Sholicha, Irsy Kharimatus; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 3 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n3.p2293-2302

Abstract

Public service is a necessary component of maintaining a government system that is responsive to community requests. However, there are still complaints from the public concerning government services, one of which is population administration in Sidoarjo Regency. The bigger the population, the greater the need for population management. As a result, the government of the Sidoarjo Regency launched an online service application service innovation (Plavon Dukcapil). The intention goals to make it easier for the public to receive population administration management services through the online Plavon Dukcapil website. The purpose of this research is to discuss Disdukcapil Sidoarjo's creation, Plavon Dukcapil. The qualitative descriptive research method was used in this study. The theory used for this study is the characteristics of e-government innovation by Rokhman, Ali (2011) which consists of 5 (five) indicators, namely relative advantage, image, compatibility level, ease of use, and intensity of use. Data collection methods include observation, interviews, and documentation. Disdukcapil Sidoarjo, who manages the dukcapil platform innovation program, and members of the community who use the service were interviewed. According to the study's conclusions, the Sidoarjo Regency Government did great work in establishing the Plavon Dukcapil service innovation. The results of the analysis using the indicators of e-government innovative characteristics are suitable; however, there are still issues in the website service system due to multiple obstacles encountered, such as website errors. So the greatest advice is to improve the Plavon Dukcapil website's performance system so that the services provided may be maximized. Keywords: Innovation, Service, e-government, Plavon Dukcapil, Population Administration.
KUALITAS E-GOVERNMENT DALAM PELAYANAN TIKET WISATA BERBASIS WEBSITE DI DINAS KEBUDAYAAN, KEPEMUDAAN, DAN OLAHRAGA SERTA PARIWISATA KOTA SURABAYA Permatasari, Dewi; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 3 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n3.p2303-2314

Abstract

Pelayanan publik merupakan suatu sistem yang dibangun oleh pemerintah untuk memenuhi kebutuhan serta kepentingan rakyat. Pemerintah diharapkan dapat memberikan pelayanan yang profesional, akuntabel dan optimal untuk dapat memenuhi hak dari warga negara. Salah satu hak warga negara yang tercantum dalam Undang-Undang Republik Indonesia yaitu tentang kebebasan melakukan perjalanan dan memanfaatkan waktu luang dalam wujud berwisata. Penelitian ini menggunakan Teori Measuring the quality of e-government from the user perspective menurut Kozak, yaitu Ease of use (Kemudahan Pengguna), Content and apperance of the information (Isi dan Tampilan Informasi), Reliability (Keandalan), Citizen support (Dukungan Masyarakat), Trust/Security(Kepercayaan/Keamanan), dan Support in Completing Forms (Dukungan dalam mengisi formulir). Metode pendekatan yaitu kualitatif dengan jenis penelitian deskriptif. Teknik sampling yaitu menggunakan teknik purposive sampling. Teknik pengumpulan data berupa observasi, wawancara dan dokumentasi. Teknik analisis data menggunakan data collection, data reduction, data display dan conclusion drawing. Hasil penelitian menunjukan bahwa kualitas e-government dalam pelayanan publik berbasis website yaitu Tiket Wisata Surabaya telah berjalan dengan baik. Walaupun, masih terdapat kendala dalam pelaksanaannya seperti sistem yang terkadang erorr saat digunakan secara bersama-sama, jumlah kuota tiket yang sedikit dibandingkan dengan permintaan dari masyarakat, pemberian informasi terkait wisata yang kurang cepat dan cara pembayaran dalam pembelian tiket wisata. Maka dari itu, penelitian ini merekomendasikan agar Dinas Kebudayaan, Kepemudaan dan Olahraga serta Pariwisat Kota Surabaya dapat memperbaiki sistem yang sering erorr, memberikan informasi dengan lebih cepat, dan memberikan kuota tiket wisata yang lebih banyak. Kata Kunci: kualitas e-government, pelayanan publik, pariwisata. Electricity Public service is a system built by the government to meet the needs and interests of the people. The government is expected to provide professional, accountable and optimal services to fulfill the rights of citizens. One of the rights of citizens listed in the Law of the Republic of Indonesia is the freedom to travel and utilize leisure time in the form of traveling. This study uses the theory of Measuring the quality of e-government from the user perspective according to Kozak, namely Ease of use, Content and appearance of the information, Reliability, Citizen support, Trust / Security, and Support in Completing Forms. The approach method is qualitative with descriptive research type. The sampling technique is using purposive sampling technique. Data collection techniques in the form of observation, interviews and documentation. Data analysis techniques use data collection, data reduction, data display and conclusion drawing. The results showed that the quality of e-government in website-based public services, namely Surabaya Tourism Tickets, has been running well. Although, there are still obstacles in its implementation such as a system that sometimes errs when used together, the number of ticket quotas is small compared to requests from the public, providing information related to tourism that is not fast enough and how to pay in purchasing tourist tickets. Therefore, this study recommends that the Surabaya City Culture, Youth and Sports and Tourism Office can improve systems that are often erroneous, provide information more quickly, and provide more tourist ticket quotas. Keywords: e-government quality, public services, tourism.
STRATEGY MANAGEMENT OF THE NATIONAL NARCOTICS AGENCY IN EAST JAVA PROVINCE IN EFFORTS TO PREVENT DRUGS ABUSE IN EAST JAVA Adhima, Naila Fauza; Oktariyanda, Trenda Aktiva
Publika Vol 11 No 4 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n4.p2365-2378

Abstract

East Java Province is one of the provinces in Indonesia with a high rate of drug abuse cases based on the results of the 3rd Quarter 2022 Infographic. Efforts to prevent drug abuse cases in East Java need to be carried out to minimize the impact that occurs. These prevention efforts can be carried out by BNN East Java Province through appropriate strategic management so as to reduce the wrong use of drugs. The purpose of this study is to conduct further analysis regarding strategic management carried out by BNN East Java Province. This research is included in the type of descriptive qualitative research with data collection methods through interviews, observation, documentation, and literature review. The focus of this study uses the theory of J. David Hunger and Thomas L. Wheelen which includes environmental observation, strategy formulation, strategy implementation and evaluation and control using snowball sampling. While the data analysis technique is carried out through four stages, namely collecting related data, reducing the data obtained, presenting the data after being processed and drawing conclusions to find out the expected results. The results showed that the BNN of East Java Province conducted environmental observations by identifying internal factors and external factors of the organization, the formulation of strategies was carried out to determine the vision, mission, strategy and policies of the organization, then at the strategy implementation stage the BNN of East Java Province carried out four programs which included advocacy programs , alternative empowerment programs, community empowerment programs as well as information and education management programs that are well implemented and have a positive impact on efforts to prevent drug abuse by conducting an evaluation at the last stage to find out the various obstacles and obstacles faced. Provinsi Jawa Timur menjadi salah satu provinsi di Indonesia dengan tingkat kasus penyalahgunaan narkoba yang tinggi berdasarkan hasil Infografis Triwulan III Tahun 2022. Upaya pencegahan kasus penyalahgunaan narkoba di Jawa Timur perlu dilakukan guna meminimalisir dampak yang terjadi. Upaya pencegahan tersebut dapat dilakukan oleh BNN Provinsi Jawa Timur melalui manajemen strategi yang tepat sehingga mampu mengurangi penggunaan yang salah dari narkoba. Tujuan dari penelitian ini untuk untuk melakukan analisis lebih lanjut mengenai manajemen strategi yang dilakukan oleh BNN Provinsi Jawa Timur. Penelitian ini termasuk dalam jenis penelitian kualitatif deskriptif dengan metode pengambilan data melalui wawacara, observasi, dokumentasi, dan kajian literatur. Fokus penelitian ini menggunakan teori J. David Hunger dan Thomas L. Wheelen yang meliputi pengamatan lingkungan, perumusan strategi, implementasi startegi dan evaluasi serta pengendalian dengan menggunakan snowball sampling. Sedangkan Teknik analisis data dilakukan melalui empat tahap yaitu mengumpulkan data terkait, reduksi data yang diperoleh, penyajian data setelah diolah dan penarikan kesimpulan guna mengetahui hasil yang diharapkan. Hasil penelitian menunjukan bahwa BNN Provinsi Jawa Timur melakukan pengamatan lingkungan dengan mengidentifikasi faktor internal dan faktor eksternal organisasi, perumusan strategi dilakukan menentukan visi, misi, strategi dan kebijakan organisasi, kemudian pada tahap implementasi strategi BNN Provinsi Jawa Timur melaksanakan empat program yang meliputi program penyelenggaraan advokasi, program pemberdayaan alternatif, program pemberdayaan masyarakat serta program pengelolaan informasi dan edukasi yang dilaksanakan dengan baik serta memberikan dampak positif dalam upaya pencegahan penyalahgunaan narkoba dengan melakukan evaluasi pada tahap terakhir guna mengetahui berbagai hambatan dan kendala yang dihadapi.
Co-Authors Adhima, Naila Fauza Agustiningsih, Diana Sari Akbar, Baharudin Arthamevia, Valencya Audinalupita, Amalia Dewi Permatasari, Dewi Dian Novita Sari, Dian Novita Ishlahah, Fitriatul Kusumawardani, Rizky Pratama Niluh Lutfiah, Sunisfatul Marthalina, Grecia Lusiana Nafiah, Nurin Ningrum, Dwi Kurnia Permatasari, Rachmadita Evi Pristikawati, Vira Ramadani, Elisa Putri Septianingrum, Diyenik Eka Sholicha, Irsy Kharimatus Sholihah, Khofifatus Sintania, Jihan Susilowati, Naomi Yunita, Alya Rahma