IMPLEMENTASI ASAS KECEPATAN, KEMUDAHAN DAN KETERJANGKAUAN LAYANAN PUBLIK PADA SISTEM UNIT LAYANAN ADUAN SURAKARTA (ULAS)

Miracle, Michelle Janice (2023) IMPLEMENTASI ASAS KECEPATAN, KEMUDAHAN DAN KETERJANGKAUAN LAYANAN PUBLIK PADA SISTEM UNIT LAYANAN ADUAN SURAKARTA (ULAS). S1 thesis, Universitas Atma Jaya Yogyakarta.

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Abstract

Indonesia has one of the state's goals, namely promoting public welfare which is realized by the existence of public services. The development of times and technology requires a country to keep up with these developments, public services that were originally only provided face-to-face, now appear technology-based public services or e-government. This technology-based public service can be provided and felt by the community anywhere and anytime, making it more effective and efficient. In carrying out public services, it must be based on principles, including the principles of speed, convenience and affordability. In this research, the author examines the "Implementation of the Principles of Speed, Ease and Affordability of Public Services in the Surakarta Complaint Service Unit System (ULAS)" to find out how the implementation and constraints and efforts to implement the principles of speed, convenience and affordability of public services in the Surakarta Complaint Service Unit system. The research was conducted empirically by looking at social facts with qualitative and quantitative approaches, namely carried out by questionnaires, interviews and observations. Based on the results of the research, the implementation of the principles of speed, convenience and affordability at the Surakarta Complaint Service Unit has been carried out quite well where in terms of speed can be seen from the length of time to respond, the length of time to resolve complaints, in terms of convenience can be seen from whether users have difficulty submitting complaints, in terms of affordability can be seen from the cost and time whether it is more affordable when compared to manual complaints. Regarding obstacles, there are several obstacles such as officers and users who do not understand, lack of information, lack of facilities and errors in the system. Regarding efforts can be done by providing socialization education, adding infrastructure, and rewards and punishments. Based on interviews seen from the side of public service implementers, there are no obstacles but there are only a few shortcomings, namely regarding complainants who are still wrong in entering the complaint category so that it slightly hampers the delegation of complaints. But these shortcomings and obstacles have been resolved so that it is not a problem.

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