OPTIMALISASI PELAYANAN APARATUR SIPIL NEGARA PASCA GEMPA BUMI

STUDI KASUS: PADA SEKRETARIAT DAERAH PROVINSI SULAWESI BARAT

Abstract

Penelitian ini bertujuan untuk mengetahui optimalisasi pelayanan aparatur sipil negara, tingkat efektivitas terhadap pelayanan aparatur sipil negara, dan tingkat efisiensi pelayanan aparatur sipil negara pasca gempa bumi di Sekretariat Daerah Provinsi Sulawesi Barat. Teknik pengumpulan data melalui observasi, wawancara, dan studi dokumentasi sedangkan analisis data menggunakan analisis deskriptif kualitatif. Hasil penelitian menunjukkan bahwa optimalisasi pelayanan publik dinilai berdasarkan beberapa faktor antara lain seperti kepemimpinan, budaya organisasi, kelembagaan, tata kerja, standar pelayanan, pengendalian dan evaluasi, dan pengelolaan SDM mendapatkan penilaian baik. Sedangkan, untuk pengelolaan pengaduan masyarakat, sarana dan prasarana, dan penggunaan teknologi informasi mendapatkan penilaian kurang baik. Tingkat efektivitas pelayanan publik di Biro Umum, Perlengkapan dan Protokol Sekretariat Daerah Provinsi Sulawesi Barat tergolong kurang efektif. Hal ini disebabkan beberapa sarana dan prasarana mendukung dalam pelayanan publik mengalami kerusakan akibat gempa bumi. Tingkat efisiensi pelayanan publik di Biro Umum, Perlengkapan dan Protokol Sekretariat Daerah Provinsi Sulawesi Barat tergolong cukup efisien karena pelayanan publik dilakukan sudah sesuai dengan SOP yang berlaku.

This study aims to determine the optimization of the state civil apparatus’ service, the level of effectiveness of the state civil apparatus’ service, and the level of efficiency of the the state civil apparatus’ service after the earthquake at the Regional Secretariat of West Sulawesi Province. Data collection techniques were through observation, interviews, and documentation studies, while data analysis used descriptive qualitative analysis. The results showed that the optimization of public services was assessed based on several factors such as leadership, organizational culture, institutions, work procedures, service standards, control and evaluation, and human resource management received a good rating. Meanwhile, the management of public complaints, facilities and infrastructure, and the use of information technology received a poor rating. The level of effectiveness of public services at the General Bureau, Equipment and Protocol of the Regional Secretariat of West Sulawesi Province was classified as less effective as several supporting facilities and infrastructure in public services were damaged by the earthquake. The efficiency level of public services at the General Bureau, Equipment and Protocol of the Regional Secretariat of West Sulawesi Province was quite efficient because public services were carried out in accordance with applicable SOP.