PERENCANAAN PROGRAM PENINGKATAN KUALITAS PELAYANAN PUBLIK (Studi Kasus di Unit Pelayanan Terpadu Kabupaten Pekalongan)

Abstract

Penelitian ini dilatarbelakangi oleh adanya indikator rendahnya kualitas pelayanan publik di Indonesia dimana masih diwarnai oleh pelayanan yang sulit untuk diakses. Disisi lain semangat desentralisasi dan reformasi menuntut perubahan-perubahan peran dari pemerintah maupun masyarakat. Sebagai jawaban atas tuntutan perubahan tersebut, good governance perlu diterapkan dalam segala aspek pembangunan, termasuk di dalamnya perizinan yang merupakan instrumen penting bagi Pemerintah Daerah dan merupakan potensi untuk meningkatkan Pendapatan Asli Daerah. Unit Pelayanan Terpadu sebagai lembaga yang bertugas memberikan pelayanan perizinan di Kabupaten Pekalongan belum mampu memenuhi harapan masyarakat terhadap pelayanan yang cepat, murah, dan transparan. Hal ini berkaitan dengan belum adanya penyusunan perencanaan program berkesinambungan yang mempertimbangkan prosedur, metode, anggaran dan kebijakan. Faktor lain yang kurang diperhatikan adalah kurangnya pelibatan swasta dan masyarakat dalam menyusunan perencanaan program peningkatan kualitas pelayanan yang sesuai dengan kebutuhan masyarakat. Hasil penelitian menunjukkan bahwa unsur tanggungjawab petugas pelayanan, kepastian biaya pelayanan, kemudahan memperoleh informasi, keadilan pemrosesan permohonan dan kecepatan pihak pengelola memproses keluhan atau pengaduan masyarakat sebagai prioritas utama yang diinginkan masyarakat untuk dipenuhi oleh organisasi publik, namun dalam pelaksanaannya masih mengecewakan Hal-hal yang telah berhasil dilaksanakan UPT berkaitan dengan kemampuan petugas pelayanan, kesopanan dan keramahan pelayanan, penyediaan ruang partisipasi masyarakat, dan kesempatan mempelajari berkas pelayanan. Penyusunan perencanaan program belum dilaksanakan oleh Unit Pelayanan Terpadu disebabkan pejabat pelaksana yang ada di dalamnya masih merangkap jabatan serta bersifat non eselon, sehingga tidak memiliki kewenangan penuh untuk menyusun program, kurangnya pelibatan pihak-pihak terkait dengan perizinan serta kurangnya dukungan dan komitmen pimpinan puncak dalam peningkatan pelayanan publik. Rekomendasi penelitian ini adalah perlunya menyusun program peningkatan pelayanan publik berkaitan dengan tanggungjawab petugas pelayanan, kepastian biaya pelayanan, kemudahan memperoleh informasi, keadilan pemrosesan permohonan, kecepatan pihak pengelola memproses keluhan atau pengaduan masyarakat, menyusun visi dan misi pelayanan, peningkatan kelembagaan pelayanan, penyusunan standar operasional prosedur, pemenuhan sarana dan prasarana, information and communication technology, dan evaluasi pelayanan publik The back ground of this research is an indicator of the weakness on public services quality in Indonesia which is difficult to be accessed. On other side, the decentralization and reformation demand the changes of government and civil society role. As an answer for this problem, good governance need to be applied in all of development aspects, include a licensing. This is an important instrument for local government and as a potential for increasing Local Original Income. Unit Pelayanan Terpadu as an institution which is has duty on giving a licensing services in Kabupaten Pekalongan. They are unable to fulfil civil expectation which is fast, cheap and transparent services. Because there is no planning continuity program that consider procedure, method, estimate and policy. Another factor is private involvement on arranging the plan raising services quality program based on civil society requirement. The objective of this research is to analyze satisfaction grade of service users on services which are given by Unit Pelayanan Terpadu Kabupaten Pekalongan as a consideration on arranging the plan raising public services quality program, and arranging another planning to increase public services quality. The method of this research is descriptive method by combine two kinds of approaches, are quantitative and qualitative approaches. By analyzing the result of civil society satisfaction index, interview, primary and secondary data which are related in public services quality program. The techniques of data analysis are statistics descriptive and interactive analysis by reducing data, presenting data and making conclusion. The result of this research showing that the responsibilities element, cost services ascertaining, easy to get information, justice on processing services, and speed on processing complaint are as a priority which is wanted by civil society. In the fact, it is disappointed. But there are positive thing, they are good manners and conscience on serving, supplying participation room for civil society, and a chance to learn bundle serving. Arranging the plan program is undone by them. It is caused the implementer official has double position and non echelon, so they don’t have any plenipotentiary on arranging program, interested parties on licensing are less, supporting and leader commitment on increasing public services are less too. The recommendation of this research is need to arrange increasing public services program by the responsibilities element, cost services ascertaining, easy to get information, justice on processing services, speed on processing complaint, compiling service mission and vision, increasing institute of public service, compilation of standard operation procedure, accomplishment of facilities, information and communication technology and public service evaluation.