Analisis New Public Management Pada Pengelolaan Pengaduan Masyarakat Berbasis Aplikasi Qlue Di DKI Jakarta

Triaji, Malik (2017) Analisis New Public Management Pada Pengelolaan Pengaduan Masyarakat Berbasis Aplikasi Qlue Di DKI Jakarta. Sarjana thesis, Universitas Brawijaya.

Abstract

Guna meningkatkan efektivitas dan efisiensi dalam pelayanan publik, Pemprov DKI Jakarta terus berupaya memberikan pelayanan yang prima dalam meningkatkan partsipasi masyarakat. Salah satunya yaitu dengan melakukan kerjasama dengan pihak swasta dalam penyediaan pengaduan masyarakat. Melalui Unit Jakarta Smart City yang diwadahi oleh Dinas Komunikasi, Informatika dan Kehumasan DKI Jakarta, Pemprov DKI Jakarta bersama PT. Qlue Performa Indonesia meluncurkan aplikasi Qlue guna meningkatkan partisipasi masyarakat dalam melaporkan permasalahan disekitar. Aplikasi Qlue dinilai mampu menggantikan peran SMS sebagai ruang partisipasi publik dengan fitur-fiturnya yang lebih mengedepankan efektivitas dan efisiensi. Kerjasama yang dijalin oleh kedua belah pihak ini dimaksudkan untuk memotong birokrasi yang berbelit-belit dalam hal pengaduan masyarakat dan mengedepankan sistem smart city. Pemprov DKI mengharapkan dengan menswastakan birokrasi ini, masyarakat mau ikut peduli dalam pembangunan kota melalui kritik, saran dan aduan. Penelitian ini menggunakan pendekatan kualitatif deskriptif yang bertujuan untuk memberikan informasi mengenai penerapan new public management dalam menyelenggarakan pelayanan publik pengaduan masyarakat. Hasil penelitian ini menunjukkan bahwa beberapa prinsip new public management sudah terlaksana dengan baik, diantaranya yakni efektivitas dan efisiensi dalam pelayanan publik. Data menunjukkan adanya kenaikan laporan pengaduan secara signifikan sejak diluncurkannya Qlue pada tahun 2015 sebanyak 134.630 laporan menjadi 479.353 laporan pada tahun 2016. Kenaikan tersebut diikuti dengan tren tindak lanjut yang mencapai angka 80%. Selain itu, pengaduan masyarakat melalui aplikasi Qlue juga dinilai meningkatkan kedisiplinan pegawai dalam menanggapi aduan masyarakat. Hal ini dibuktikan dengan diberlakukannya sistem reward and punishment

English Abstract

In order to increase effectiveness and efficiency in public service, Jakarta Provincial Government continuously strives to provide excellent service in improving society's participation. One of them is by cooperating with private parties in the provision of public complaints. Through Jakarta Smart City Unit which is accommodated by Jakarta Communication, Information and Public Relation Department, Jakarta Provincial Government together with PT. Qlue Performance Indonesia launched the Qlue application to increase public participation in reporting issues around. Qlue application is considered capable of replacing the role of SMS as a public space with its features that prioritize the effectiveness and efficiency. Cooperation established by both parties is intended to cut the bureaucracy in the complicated matters of public complaints and put forward the smart city system. Jakarta Provincial Government expects to privatize this bureaucracy, people want to take care in urban development through criticism, suggestions and complaints. This research uses descriptive qualitative approach that aims to provide information about the implementation of new public management in organizing public service of public complaints. The results of this study indicate that some of the principles of new public management has been implemented well, including the effectiveness and efficiency in public services. The data indicate a significant increase in complaint reports since the launch of Qlue in 2015 as many as 134,630 reports to 479,353 reports in 2016. The increase was followed by a follow-up trend that reached 80%. In addition, public complaints through the Qlue application are also considered to increase the discipline of employees in responding to community complaints. This is evidenced by the enactment of reward and punishment system.

Item Type: Thesis (Sarjana)
Identification Number: SKR/FIS/2017/1029/051711945
Uncontrolled Keywords: new public management, pelayanan publik, pengaduan masyarakat
Subjects: 300 Social sciences > 353 Specific fields of public administration
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Pemerintahan
Depositing User: Budi Wahyono Wahyono
Date Deposited: 30 Nov 2017 06:32
Last Modified: 23 Dec 2021 04:43
URI: http://repository.ub.ac.id/id/eprint/6291
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