New Public Service :  Pelayan Publik Berbasis Humanistik  Untuk Kesuksesan Reformasi Birokrasi

Ningtyas, Trimurti

doi:10.25139/jmnegara.v1i1.283

Cited by 12 publications

(11 citation statements)

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“…Pelayanan publik yang mengutamakan pemenuhan kepentingan pelanggan atau customer sebagai individu untuk dilayani dengan baik sesuai hukum pasar merupakan poin utama yang dikritisi, ini cenderung mengabaikan nilai-nilai seperti kepentingan publik, demokrasi, persamaan, dan keadilan sosial dalam penyelenggaraan layanan (Tamimi, 2015). Adapun komitmen yang menjadi dasar pendekatan New Public Service agar dapat diaplikasikan dengan baik dalam institusi pemerintahan di Indonesia adalah dengan bekerja sebagai pelayanan publik atas dasar keinginan kuat untuk melayani rakyat dan menyukseskan tujuan organisasi (Ningtyas, 2017).…”

Section: Pendahuluanunclassified

Kualitas Pelayanan Sertifikat Tanah Hak Milik di Kantor Pertanahan Kabupaten Jayapura

2021

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The study aims to know and describe the quality of services and arrangements in the land certificates processing at Land Office of Jayapura Regency, Papua Province in Indonesia. This was a qualitative research by using service quality theory. This theory consists of five main dimensions namely, tangible, empathy, reliability, responsiveness, and assurance. The primary data was obtained through observation and interviews, while secondary data was obtained through library research. Data analysis was carried out through reduction and presentation, conclusions, and verification. Therefore, the results showed that service procedures were implemented according to standards, and the officers' competence were considered adequate. However, in terms of facilities and infrastructure, service standards did not meet the required expectations. Finally, the duration of the process indicated that the services provided were not responsive to the community needs. Kajian ini dilakukan untuk mengetahui dan mendeskripsikan kualitas pelayanan dan pengaturan pertanahan dalam pengurusan sertifikat tanah hak milik di Kantor Pertanahan Kabupaten Jayapura, Provinsi Papua. Jenis penelitian ini adalah kualitatif dengan menuang teori kualitas pelayanan yang terdiri atas lima dimensi pokok: tangible, empathy, reliability, responsiveness, assurance. Data primer diperoleh melalui pengamatan dan wawancara, data sekunder berasal dari studi kepustakaan. Analisis data dilakukan melalui reduksi data, penyajian data, penarikan kesimpulan dan verifikasi. Hasil penelitian ini menunjukkan bahwa prosedur pelayanan telah dilaksanakan sesuai standar pelayanan, serta kompetensi petugas juga dinilai telah memadai. Kendati demikian, dari segi sarana dan prasarana belum sepenuhnya sesuai dengan standar pelayanan, lamanya proses penyelesaian pengaduan juga mengindikasikan bahwa pelayanan yang diberikan kurang memuaskan kebutuhan masyarakat selaku pengguna layanan.

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Section: Pendahuluanunclassified

Kualitas Pelayanan Sertifikat Tanah Hak Milik di Kantor Pertanahan Kabupaten Jayapura

2021

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“…The point is, citizens must know that government is open and accessible to anyone. Also so that citizens know that the government is responsive to their aspirations (Ningtyas, 2017).…”

Section: Disability Support Policy Agendamentioning

confidence: 99%

Pro Disability Policy in Local Governments: Lessons from the Central Lampung Regency

Hutagalung

Bakri

2021

IJDS

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All local governments have the same responsibility and obligation in positioning themselves as institution that are friendly to persons with disabilities, including Central Lampung Regency in Lampung Province. There are two important questions from the research which is the basis of this study; (1). What are the efforts made by the Central Lampung Regency government towards groups with disabilities? (2). What are the problems that occur in the management of disability groups in Central Lampung Regency?. The type of this research is descriptive with a qualitative approach. The data used by researchers in this study are sourced from primary and secondary data. In this study, primary data obtained through interview techniques was carried out by giving several questions related to the problem issues in research to the informants who had been determined. Informants in this study was collected with a purposive sampling technique. The key informants in this study were 9 heads of local government organizations, 10 representatives of community organizations, and 5 members of the regional parliament. All of them play a role in data collection activities which include focus group discussions, in-depth interviews, observation, and documentation. Meanwhile, data analysis was carried out using interactive data analysis techniques. In the last three years, the number of people with disabilities in Central Lampung has increased. However, the increase in the number of people with disabilities in Central Lampung is due to the expansion of the meaning and scope of disabilities in Indonesia regulation. It is known that several actions at the level of local government organizations in facilitating groups with disabilities can be designed in a more focused manner in the design of programs and policies covering the government, population and civil registration, social, health, education, employment, and transportation, and public infrastructure sectors.

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“…Sheefani & Mutingil (2016) also identify and measure that service quality can determine strategies in providing the expected service quality (Sheefini, N., & Mutingil M, 2016). Efforts to improve the quality of public services are a form of long-term policy as a form of government effort in creating a bureaucracy as expected by the community (Ningtyas, T, 2017). So it is important to pay attention to the quality of services provided by public sector organizations.…”

Section: Introductionmentioning

confidence: 99%

Integrated contact center HAI (Help, Answer, Improve) as information service innovation at the Ministry of Finance, Indonesia

Minhando

Sudarmo

Rahmanto

2021

Management and Entrepreneurship: Trends of Development

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Organizational change is unavoidable in the development of an organization. Responding to the dynamics of the environment that continues to change, it is necessary to have a form of innovation in all systems within the organization. Information services are important for the running of an organization. In public sector organizations, user information services are the main demands so that the service process can run well and by the wishes of users. This article aims to identify and describe the information service innovations that exist in the Ministry of Finance. Using qualitative methods with descriptive analysis, this study tries to describe and explain the existence of these policy innovations. this study conducted interviews with leaders connected to Contact Center HAI information service innovations and staff who run these innovation projects. Researchers also observe directly the process of change and innovation of information service systems that exist within the organization so that they can describe in detail the existing innovations. This article has the result of typologies of the information service innovation. There are five types of innovation, namely process innovation, product innovation, method innovation, system innovation, and conceptual innovation. The five innovations provide each progress for improving service performance in Contact Center HAI.

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New Public Service : Pelayan Publik Berbasis Humanistik Untuk Kesuksesan Reformasi Birokrasi

Cited by 12 publications

References 0 publications

Kualitas Pelayanan Sertifikat Tanah Hak Milik di Kantor Pertanahan Kabupaten Jayapura

Kualitas Pelayanan Sertifikat Tanah Hak Milik di Kantor Pertanahan Kabupaten Jayapura

Pro Disability Policy in Local Governments: Lessons from the Central Lampung Regency

Integrated contact center HAI (Help, Answer, Improve) as information service innovation at the Ministry of Finance, Indonesia

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