Peningkatan Kualitas Pelayanan Melalui Model Kepatuhan Standar Pelayanan Publik Berbasis Transparansi Dan Partisipasi Warga Pada Kantor Desa Sindangsari Dan Desa Pasir Karag

Abstract

Abstrak

Undang-Undang nomor 25 tahun 2009 tentang Pelayanan Publik telah mengamanatkan kewajiban bagi penyelenggara untuk memenuhi komponen-komponen standar layanan. Kepatuhan terhadap standar pelayanan publik akan memberikan kepastian hukum bagi pihak-pihak yang terlibat dalam penyelenggaraan layanan. Standar pelayanan memberikan ketentuan tentang hak dan kewajiban bagi penerima dan pemberi/petugas layanan. Hasil identifikasi pada observasi awal dan diskusi tematik bersama perangkat pemerintah desa pada Desa Sindangsari dan Desa Pasir Karag, ditemukan sejumlah persoalan penting berkaitan dengan pelayanan publik di kantor desa. Pertama, ruang layanan yang belum ideal dan belum terbentuk terdiri dari ruang muka layanan (front office) dan ruang bagian dalam kantor (back office). Kedua, tidak tersedia komponen standar pelayanan publik pada ruang-ruang layanan di kantor kedua desa mitra. Ketiga, pemahaman dan kesadaran rendah bagi aparatur pemerintah desa mengenai standar pelayanan. Keempat, tingkat partisipasi warga yang rendah dalam perbaikan kualitas layanan di kantor desa. Wujud konkret dari program pengabdian pada masyarakat ini ialah membangun Model Kepatuhan Terhadap Standar Pelayanan Publik Berbasis Transparansi dan Partisipasi Warga pada kantor desa-desa mitra. Program nyata akan tertuang pada dua metode pendekatan. Pertama berupa program pembinaan bagi aparatur desa berbasis pelatihan dan praktek langsung. Kedua berupa pendampingan dalam penataan ruang layanan dan pemenuhan komponen standar pelayanan di kantor kedua desa mitra.

Katakunci:  Standar Pelayanan Publik, Good Governance, Pemerintahan Desa.

Abstract

The rules number 25 of 2009 concerning Public Services has mandated the obligation for providers to fulfill the components of service standards. Compliance with public service standards will provide legal certainty for parties involved in service delivery. Service standards provide provisions regarding rights and obligations for recipients and service providers/officers. The identification results from initial observations and thematic discussions with village government officials in Sindangsari Village and Pasir Karag Village, found a number of important issues related to public services at the village office. First, the service room that is not yet ideal and has not yet been formed consists of the front office and the back office. Second, there is no standard component of public services in service rooms in the offices of the two partner villages. Third, low understanding and awareness of village government officials regarding service standards. Fourth, the low level of citizen participation in improving the quality of services at the village office. The concrete manifestation of this community service program is to build a Compliance Model with Public Service Standards Based on Transparency and Citizen Participation at the partner village offices. The real program will be contained in two approach methods. The first is in the form of a coaching program for village officials based on direct training and practice. The second is in the form of assistance in the arrangement of service spaces and the fulfillment of service standard components in the offices of the two partner villages.

Keywords: Public Service Standard, Good Governance, Local Governance.