Kualitas Pelayanan Publik Melalui Inovasi “SI POLO PENDEM”

Abstract

The purpose of this study is to analyze the quality of public services through the “Si Polo Pendem” innovation, as well as to examine the factors that support or hinder it. The quality of service is assessed based on six standard indicators: service procedures, completion time, service costs, service outputs, facilities and infrastructure, and the competence of service personnel. This study employs a qualitative research method. Based on the research findings, it can be concluded that the quality of public services facilitated by the "Si Polo Pendem" innovation is good. Pendem Village has implemented the "Si Polo Pendem" application to provide online public services, which has proven to make these services both easier and faster to access. The research indicates that the quality of public services through the "Si Polo Pendem" innovation has yielded positive results across six standard public service indicators. 1). The public service procedures provided through the "Si Polo Pendem" innovation can be considered high-quality. The "Si Polo Pendem" service process functions effectively, is user-friendly, and does not burden the public. Residents can access services online without needing to visit the Village Office in person, as the entire process is managed through the "Si Polo Pendem" application. 2) The turnaround time for public services in Pendem Village via the "Si Polo Pendem" application is efficient and high-quality. 3) The cost of public services through the "Si Polo Pendem" application is also of high quality, as all services provided via the app are entirely free of charge. 4) The output of the public services provided through "Si Polo Pendem" consists of administratively valid PDF documents, such as certificates of domicile or business certificates, which can be accessed online directly from the users' mobile phones. 5) The infrastructure and facilities supporting the "Si Polo Pendem" service including computer equipment, Wi-Fi, and an easily accessible mobile application are adequate. 6) The staff responsible for delivering services through the "Si Polo Pendem" innovation possess strong competencies in both information technology and public service. While the quality of these services is supported by the aforementioned infrastructure, it is occasionally hindered by internal challenges such as network issues and server errors. Externally, a lack of public understanding regarding how to use the "Si Polo Pendem" application also serves as a barrier to the effective delivery of these online public services.