Efektivitas Program Surabaya Single Window (SSW) Dalam Pelayanan Publik : Perspektif E-Government (Studi tentang Perijinan Online di Kota Surabaya)

Gati, Rindri Andewi (2014) Efektivitas Program Surabaya Single Window (SSW) Dalam Pelayanan Publik : Perspektif E-Government (Studi tentang Perijinan Online di Kota Surabaya). Sarjana thesis, Universitas Brawijaya.

Abstract

Pelayanan perijinan umumnya lama dan berbelit. Hal ini pernah terjadi di Surabaya dan mengakibatkan tingkat investasi menjadi turun pada tahun 2010. Untuk mengatasi masalah tersebut, diluncurkan program Surabaya Single Window (SSW) dengan portal ssw.surabaya.go.id. Tujuan penelitian ini untuk mengetahui, menjelaskan, dan menganalisis efektivitas dan kendala yang dihadapi Program SSW dalam hal perijinan online di Kota Surabaya. Penelitian ini dilakukan dengan metode pendekatan kualitatif deskriptif, bertempat di Dinas Komunikasi dan Informatika Kota Surabaya dan Unit Pelayanan Terpadu Satu Atap (UPTSA) Kota Surabaya. Penelitian ini berfokus kepada efektivitas program SSW dalam rangka perijinan online oleh Pemerintah Kota Surabaya dan kendala yang dihadapi dalam pelaksanaan SSW. Analisis data menggunakan metode Miles dan Huberman, dimulai dengan pengumpulan data, pemisahan data, penyajian data, hingga penarikan kesimpulan/verifikasi. Hasil dari penelitian menunjukkan bahwa sistem perijinan online ini mampu memangkas birokrasi dan meminimalisir tatap muka yang berbau KKN, serta menciptakan sistem birokrasi yang transparan. Tampilan website-nya simpel, namun dengan perbedaan tingkat penguasaan teknologi di masyarakat membuat tidak semua kalangan bisa menikmati layanan ini. Program SSW memberikan manfaat kepada pihak terkait yaitu masyarakat, pemerintah, dan pelaku di sektor usaha. Sosialisasi program dilakukan dengan mengundang stakeholder terkait, pengadaan publikasi melalui banner dan pamflet, dan media sosial Facebook bekerjasama dengan Media Center Pemkot Surabaya. Pengawasan program dilakukan melalui koordinasi antar SKPD terkait minimal dua kali dalam sebulan atau lebih Selama pengoperasian, program ini terhambat oleh tingkat penguasaan IT di masyarakat yang masih rendah, kendala teknis operasional, SDM, dan budaya birokrasi. Rekomendasi yang diajukan adalah dengan melakukan optimalisasi pelatihan TIK melalui program Broadband Learning Center (BLC), membenahi infrastruktur komputer dan jaringan, pelatihan SDM, mengubah budaya birokrasi yang lambat, dan komitmen dari pimpinan daerah yang kuat.

English Abstract

Licensing services are generally long and tortous. This ever happened in Surabaya and the resulting level of investment decreased in 2010. To overcome this problem, a program named Surabaya Single Window (SSW) was launched with portal ssw.surabaya.go.id. The purpose of this study is to determine, explain, and analyze the effectiveness and obstacles faced in the enforcement of SSW. This research was conducted using qualitative descriptive approach, it takes place in the Department of Communication and Information Technology (Dinkominfo) Surabaya and One-Stop Integrated Service Unit (UPTSA) Surabaya. This research is focusing on the effectiveness of SSW Program in order of licensing online by the government of Surabaya and the obstacles encountered in the implementation of the SSW. The data analysis using Miles and Huberman’s method, starting with data collection, data reduction, data display, and data conclusion/verifying. The results of the study showed that online licensing system is able to cut bureaucracy’s red-tape, minimize face-to-face that identical with corruption, and creating a transparent bureaucracy system. The website display is simple, but with different levels of people’s skill toward technology not all people can use these services. SSW provides benefits to related parties, namely the public, government, and actors in the business sector. Program’s socialization conducted by inviting relevant stakeholders, publication through banners and pamphlets, and via Facebook social media in collaboration with the Media Center of Surabaya City Government. Program’s surveillance conducted through coordination between relevant agencies at least two times a month or more. During the operation, the program is hampered by the level of IT governance in the community that’s still low, technical constraints of operational, human resource, and bureaucratic culture. Author’s recommendations are proposed to optimizing ICT training program through the Broadband Learning Center (BLC), fix the computer and network infrastructure, human resource training, changing the bureaucratic culture that slow, and a strong commitment of the regional leaders.

Other obstract

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Item Type: Thesis (Sarjana)
Identification Number: SKR/FIA/2014/344/051405470
Uncontrolled Keywords: efektivitas, pelayanan publik, e-government, SSW; effectiveness, public services, e-government, SSW
Subjects: 300 Social sciences > 352 General considerations of public administration > 352.8 Public administration of general forms of control > 352.84 Licensing, accreditation, certification, chartering, registration; incorporation
Divisions: Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User: Hasbi
Date Deposited: 08 Oct 2014 09:29
Last Modified: 13 Nov 2021 07:40
URI: http://repository.ub.ac.id/id/eprint/116445
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