ANALISIS KINERJA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPM PTSP) KOTA MALANG DALAM MENINGKATKAN PELAYANAN PRIMA

Abstract

Abstract: To provide quality services and to give satisfaction to the community have become the responsibility that must be implemented by the Government. Empirically the services provided so far have not been able to meet the excellent service standards. Most of the time people are positioned to serve rather than to be served. This study used qualitative research methods. Data collection gained through observation techniques, interviews, documentation. The result showed that the investment and integrated one stop service agency in improving its excellent service was good because it was in accordance with KEP MENPAN (Minister of State Apparatus Empowerment’s Decision) No. 63 of 2003 which includes Simplicity, Clarity, Certainty of Time, Accuracy, Security, Responsibility, Completeness of facilities and infrastructure, Easy Access, Discipline, courtesy, friendliness, and comfort. The external factors were the technology used has followed the development and advancement of technology such as computers, wifi, online services with websites. Meanwhile the internal factors were communication in improving the excellent service was good because it has a structural communication interrelated and can work well together with mutual respect.

Keywords: Performance Analysis, Service, Excellent Service

Abstrak: Memberi pelayanan yang berkualitas serta mampu memberi kepuasan bagi masyarakatnya sudah menjadi tanggungjawab yang harus dilaksanakan oleh pemerintah. Secara empiris pelayanan yang diberikan selama ini belum mampu memenuhi standar pelayanan prima. Masih sering masyarakat diposisikan pihak melayani bukan dilayani. Dalam penelitian ini digunakan metode penelitian kualitatif. Pengumpulan data melalui teknik observasi, wawancara, dokumentasi. Hasil penelitian menunjukkan bahwa Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu dalam meningkatkan pelayanan prima sudah baik karena sesuai dengan KEP MENPAN No. 63 Tahun 2003 yaitu Kesederhanaan, Kejelasan, Kepastian Waktu, Akurasi, Keamanan, Tanggung Jawab, Kelengkapan sarana dan prasarana, Kemudahan Akses, Kedisiplinan, kesopanan dan keramahan, Kenyamanan. Faktor Eksternal yaitu teknologi yang digunakan sudah mengikuti perkembangan dan kemajuan teknologi seperti komputer, wifi, pelayanan online dengan website yang dimiliki. Faktor internal yaitu komunikasi dalam meningkatkan pelayanan prima sudah baik karena mempunyai komunikasi yang struktural saling berkaitan dan dapat bekerjasama dengan baik serta saling menghargai dan menghormati.

Kata kunci: Analisis Kinerja, Dinas, Pelayanan Prima