Analisis strategi Aparatur Kelurahan dalam Meningkatkan Kualitas Pelayanan Publik di Kelurahan Paccerakkang, Kecematan Biringkanaya Kota Makassar

Abstract

This research employed a qualitative research method with a descriptive approach. Data collection techniques were conducted through observation, interviews, and documentation. The informants in this study consisted of the village head, village secretary, section heads, village staff, and community members as service recipients. The data analysis technique used the Miles and Huberman model, which includes data collection, data reduction, data presentation, and conclusion drawing.

The results of the study indicate that the strategies implemented by the apparatus of Paccerakkang Village in improving the quality of public services have been fairly effective through three main aspects, namely service timeliness, service accessibility, and procedural effectiveness. The efforts carried out by the apparatus include establishing service time standards, implementing service digitalization, simplifying administrative procedures, improving the clarity of service information, and implementing services through neighborhood associations (RT/RW). However, the implementation of services has not been fully optimal because it is still influenced by the community’s lack of understanding regarding administrative requirements and service procedures.

The supporting factors in improving the quality of public services include professional human resources, adequate service facilities, and a conducive work environment. Meanwhile, the inhibiting factors include uneven employee competence, limited service infrastructure, disruptions in the service network system, and the community’s lack of understanding regarding the completeness of administrative documents, which causes delays in services and creates the perception of complicated procedures