Kinerja Birokrasi Dalam Pelayanan Sektor Publik Studi Tentang Penyelenggaraan Penerbitan Surat Ijin Usaha Perdagangan Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Sidoarjo

Irtanto, - (2017) Kinerja Birokrasi Dalam Pelayanan Sektor Publik Studi Tentang Penyelenggaraan Penerbitan Surat Ijin Usaha Perdagangan Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Sidoarjo. Doctor thesis, Universitas Brawijaya.

Abstract

Persoalan kinerja birokrasi dalam penyelenggaraan pelayanan publik menjadi wacana diskusi yang aktual , disebabkan oleh rendahnya kinerja birokrasi dalam memberikan pelayanan, di sisi lain adannya perubahan NPM ke paradigma NPS menjadi isu kebijakan yang strategis karena perbaikan kinerja berimplikasi terhadap kehidupan ekonomi dan politik. Penelitian ini bertujuan: (1) Mendeskripsikan dan menganalisis kinerja birokrasi pelayanan penerbitan Surat Ijin Usaha Perdagangan, (2) Mendeskripsikan dan menganalisis faktor-faktor yang mendorong dan menghambat kinerja pelayanan penerbitan Surat Ijin Usaha Perdagangan, (3) Mendeskripsikan dan menganalisis kualitas pelayanan, (4) mengembangkan model kinerja birokrasi pelayanan penerbitan Surat Ijin Usaha Perdagangan. Metode penelitian menggunkaan pendekatan kualitatif dengan informan kunci para pejabat, staf di lingkungan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Sidoarjo, pejabat desa/kelurahan dan pengguna pelayanan. Pengumpulan data menggunakan teknik wawancara, dokumentasi dan observasi. Analisa data menggunakan model analisis interaktif Miles & Huberman (2014). Hasil penelitian menunjukkan bahwa (1) Kinerja birokrasi pelayanan dari aspek relevansi berdasarkan rencana stragis yang disusun berdasarkan RPJMD Kabupaten Sidoarjo 2016-2021. Dalam rangka untuk merealisasikan rencana strategis tersebut mempunyai beberapa tujuan, yaitu antara lain terwujudnya kualitas pelayanan perijinan dan penanaman modal dengan sasaran terwujudnya kepuasan masyarakat dalam pelayanan perijinan dan penanaman modal. Indikator kinerja Survey kepuasan masyarakat yang ditargetkan 83,20%, dan realisasinya sebesar 82,45%. Kinerja pelayanan dari aspek efisiensi telah memenuhi kebutuhan dan akses pelayanan. Namun kurang memperhatikan aspek pemenuhan kebutuhan SDM pelayanan dan tidak memperhatikan target pelayanan. Kinerja birokrasi pelayanan telah memperhatikan aspek efektivitas bahwa produk pelayanan memberi manfaat dan berdampak terhadap gender equality dan etnik, berguna bagi pengusaha akan legalitas usahanya dan berdampak pada peningkatan nilai investasi usaha dan kesadaran pengusaha untuk memiliki Surat Ijin Usaha Perdagangan. (2) faktor-faktor pendorong kinerja birokrasi pelayanan adalah teknologi organisasi yang dapat memenuhi aksesibilitas pelayanan, system insentif, kebijakan dan praktek pimpinan. Sedangkan faktor penghambat pelayanan berupa budaya organisasi, prosedur pelayanan melibatkan struktur hirarkhi pemerintahan terbawah, lemahnya kontrol publik. (3) kinerja birokrasi pelayanan penerbitan Surat Ijin Usaha Perdagangan pada umumnya telah diwujudkan dalam kualitas pelayanan yang cukup baik dengan prinsip-prinsip pelayanan yang meliputi kehandalan dan kenyaman sarana dan prasarana yang dimiliki, kecepatan pelayanan sesuai standar waktu penyelesaian, kejelesan prosedur pengaduan, berkeadilan. Namun dalam hal-hal xii tertentu kualitas pelayanan belum sepenuhnya baik terutama dari sisi kompetensi petugas pelayanan garis depan, sikap dan perilaku, prosedur pelayanan melibatkan struktur pemerintahan terbawah mengakibatkan biaya pelayanan tidak transparan.(4) Model kinerja birokrasi pelayanan dalam penerbitan Surat Ijin Usaha Perdagangan untuk mencapai produk pelayanan prosesnya terlebih dahulu harus melalui struktur pemerintahan terbawah, sehingga proses menjadi panjang dan lama. Peneliti merekomendasikan: (1) penyelenggaraan pelayanan penerbitan Surat Ijin Usaha Perdagangan dalam menyusun rencana kerja utamanya dalam menentukan pengukuran kinerja program dan kegiatan serta pencapaian target hendaknya dirinci perjenis perijinan. Hal ini memudahkan untuk evaluasi jenis perijinan apa saja yang memenuhi maupun tidak memenuhi target. Untuk meningktkan kinerja birokrasi pelayanan diperlukan partisipasi masyarakat. Partisipasi masyarakat dibutuhkan dalam rangka untuk menciptakan good governance. (2) pengguna pelayanan dalam memperoleh Surat Ijin Usaha Perdagangan harus melalui struktur birokrasi pemerintahan terbawah. Hal ini akan lebih efektif dengan memperpendek rentang kendali denga memangkas prosedur pelayanan yang panjang dan memakan waktu lama. Usaha Mikro, Kecil, dan Menengah dalam memperoleh Surat Ijin Usaha Perdagangan cukup ditangani oleh pihak kecamatan. (3) kualitas pelayanan terkait dengan kompetensi aparatur pelayanan dari sisi sikap/prilaku masih kurang memenuhi kualifikasi pelayanan publik. Diperlukan pendidikan informal yaitu berupa pendidikan dan pelatihan fungsional yang membentuk kepribadian yang ramah dengan prinsip 3 s (senyum, salam dan sapa). (4) untuk meningkatkan efektivitas kinerja birokrasi pelayanan dibutuhkan strategi dengan membuat target capaian pelayanan dan memperpendek rentang kendali dengan memangkas prosedur pelayanan yang panjang dan lama. Diharapkan, hasil penelitian ini dapat mendorong penelitian lebih mendalam tentang kinerja birokrasi pelayanan publik dalam menerbitkan Surat Ijin Usaha Perdagangan. Dalam pencapaian kinerja birokrasi pelayanan tidak hanya ditentukan aparatur pelayanan saja akan tetapi juga ditentukan oleh pengguna pelayanan. Kedua belah pihak saling berinteraksi menciptakan kinerja birokrasi pelayanan di sektor publik lebih baik.

English Abstract

The issue of bureaucratic performance in the implementation of public services becomes the actual discussion discourse, due to the low performance of the bureaucracy in providing services, on the other hand the change of NPM to the NPS paradigm becomes a strategic policy issue because performance improvement has implications for economic and political life. This study aims to: (1) Describe and analyze the performance of the service bureaucracy of the issuance of Trade Business License, (2) Describe and analyze the factors that drive and hamper the performance of the service of the issuance of Trade Business License, (3) Describe and analyze the service quality, 4) Develop a bureaucratic performance model of the issuance of the Trade Business License. This research uses a qualitative approach with key informants of officials, staff within the Investment Service Departement and Integrated One Stop Service of Sidoarjo regency, village /kelurahan officials and service users. Data collection process use interview technique, documentation and observation. Data analysis process uses Miles & Huberman interactive analysis model (2014). The results showed that (1) The performance of service bureaucracy from the relevance aspect is based on strategic the RPJMD of Sidoarjo Regency 2016-2021. Realizing the strategic plan has several objectives, namely the realization of the quality of licensing services and investment with the goal of realizing public satisfaction in licensing and investment services. Performance indicator of community satisfaction survey is targeted at 83.20%, and the realization is 82.45%. The service of performance of efficiency aspect has fulfilled the need and access of service, but only pay wever, less attention to the aspect of the fulfillment of the need of the Service Departement’s Human Resource the service target are also not regorded. The performance of the service bureaucracy has regarded the effectiveness aspect, that service product giving give benefit and impact to gender equality and ethnic, useful for the entrepreneur, in term of the legality of his business give impact to the increase of business investment value and the awareness of the entrepreneur to own the Trading Business License. 2) the factors driving the performance of service bureaucracy is the organizational technology that can meet the accessibility of services, incentive systems, policies and practices of leaders. While the inhibiting factors of service in are organizational culture, and service procedures involving the structure of the hierarchy of the lowest government, the weakness of public control. (3) performance of bureaucracy that is issuing Trade Business License is generaly good in term of service principles which include reliability and comfortability of facilities and infrastructure, speed of service according to settlement time, the closing of compliance procedure and fairness. However, in certain cases the quality of service has not been entirely good, especially in terms of competence of frontline xiv personnel, of service departement attitudes and behaviors, service procedures involving the lowest governance structure resulting in non-transparent service costs. (4) To get performance model of service bureaucracy in the issuance of Trade Business License the service product, the users must first go through the lowest government structure, so the process becomes longes. The researcher recommends: (1) the implementation of the service of the issuance of Trading Business License in preparing its main work plan in determining the performance measurement of the program and the activities and the achievement of the target should be specified in the licensing type. This makes it easier to evaluate what types of permits meet or meet the targets. To improve the performance of service bureaucracy, community participation is needed. Community participation is needed in order to create good governance. (2) the service user in obtaining the Trading Business License must go through the bureaucratic structure of the lowest government. This will be more effective by shortening the span of control by cutting long and time-consuming service procedures. Micro, Small and Medium Enterprises in obtaining Trading Business License is enough handled by the sub-district. (3) the quality of service related to the competence of the service apparatus from the attitude / behavior side still lacks the qualification of public service. Informal education is required in the form of education and functional training that form a friendly personality with the principle of 3 s (smile, greetings and greetings). (4) to improve the effectiveness of service bureaucratic performance requires a strategy by making target service achievement and shortening the span of control by cutting long and long service procedures. Expected, the results of this study can encourage more in-depth research on the performance of public service bureaucracy in issuing Trade Business License. Achieving the performance of service bureaucracy is not only determined by service apparatus but also by service users. Both parties interact with each other to create better performance in the public service bureaucracy.

Item Type: Thesis (Doctor)
Identification Number: DIS/352.63/IRT/k/2017/061802409
Uncontrolled Keywords: BUREAUCRACY, PUBLIC SERVICE (civil service), PUBLIC ADMINISTRATION
Subjects: 300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) > 352.63 Civil service system
Divisions: S2/S3 > Doktor Ilmu Administrasi, Fakultas Ilmu Administrasi
Depositing User: Nur Cholis
Date Deposited: 04 Apr 2018 07:16
Last Modified: 19 Oct 2021 06:40
URI: http://repository.ub.ac.id/id/eprint/9176
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