STRATEGY FOR IMPROVING PUBLIC SERVICES CASE STUDY AT THE OFFICE OF THE REGIONAL TECHNICAL IMPLEMENTATION UNIT OF THE REGIONAL REVENUE OFFICE OF EAST KALIMANTAN PROVINCE IN SAMARINDA
Abstract
Law Number 25 of 2009 concerning Public Services, is a reference for government administrators to provide optimal and maximum services. Public services have so far been considered to be far from the expectations and desires of the community. The expected services are services that are fast, precise, easy, transparent, uncomplicated, and professional. The research aims to determine the strategy for improving public services carried out by the Regional Technical Implementation Unit (UPTD) Office of the East Kalimantan Province Regional Revenue Service in Samarinda. The type of research used is descriptive qualitative research. The data analysis used is qualitative data analysis which begins with the process of data collection, data simplification, data presentation, and conclusion. In this research, data collection techniques using literature studies, and field studies are used, namely by collecting data through observation, documentation, and interviews to obtain clearer information on what is needed in the research. The results of the research show that: (1) the strategy to improve public services at the UPTD Office of the Regional Revenue Service of East Kalimantan Province in Samarinda has gone well, namely: building service quality and improving service management, building a culture of awareness of the importance of service quality, providing parking spaces spacious, large warehouse, comfortable waiting room and place to fill out forms for customers, and installation of signboards for procedures or flow in providing services, there are information boards relating to service information; and (2) the inhibiting factor in improving public services at the UPTD Office of the Regional Revenue Service of East Kalimantan Province in Samarinda, namely that there are still some employee errors in providing services, although there are no longer many.
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References
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