Kinerja pelayanan publik :: Studi kasus ijin mendirikan bangunan di Kota Jayapura

YOHANES, Sewo, Dr. Muhadjir Darwin

2002 | Tesis | Magister Administrasi Publik

Penelitian dengan tema “Kinerja Birokrasi Pelayanan Publik” ini hendak menjawab pertanyaan: (1) bagaimana kinerja pemberian pelayanan publik bidang Ijin ’ Mendirikan Bangunan (IMB) di Kota Jayapura? dan (2) Faktor-faktor apakah yang mempengaruhi kinerja pelayanan publik pada bidang IMB di Kota Jayapura? Penelitian ini hendak mendiskripsikan kinerja pelayanan IMB, serta hendak menawarkan kemungkinan alternatif struktur kelembagaan bagi pelayanan publik yang responsif, efisien dan akuntabel serta mendekatkan pelayanan pada masyarakat. Secara teoretis kinerja pelayanan publik diukur dari indikator akuntabilitas, responsivitas, efisiensi, dan fasilitas. Penulis berargumen bahwa kinerja pelayanan publik sangat dipengaruhi oleh sejumlah variabel: kemampuan administrasi, kepemimpinan, diskresi, sistem insentif, dan etika pelayanan sebagai variabel terikat, serta budaya paternalisme sebagai variabel perusak terhadap kinerja. Untuk membangun pengetahuan tentang hubungan antarvariabel ini, penulis menggunakan penelitian eksplanatif yang ditopang deskriptif-analitik dan kualitatif. Hasil penelitian ini menunjukkan bahwa kinerja pelayanan IMB masih sangat lemah (rendah). Pertama, lemahnya responsivitas organisasi, yaitu lemahnya respon aparat terhadap aspirasi dan keluhan yang berkembang dalam masyartakat. Kedua, lemahnya transparansi informasi tentang pelayanan IMB kepada masyarakat. Ketiga, rendahnya tingkat akuntabilitas pelayanan publik. Keempat, lemahnya efisiensi dalam mekanisme dan pembiayaan pelayanan. Kelima, kurangnya sarana dan prasarana fisik pendukung yang tidak membuat nyman bekerja bagi aparat dan juga tidak menimbulkan rasa nyaman bagi pengguna jasa. Rendahnya kinerj a pelayanan IMB disebabkan oleh beberapa- faktor. Pertama, Iemahnya kemampuan administratif aparat DTK, yang ditunjukkan dengan lemahnya kemampuan perencanaan, penelitian, pengelolaan organisasi dan manajemen, daya kreasi dan inovasi, dan lain-lain. Kedua, lemahnya kepemimpinan karena yang berkembang adalah kepemimpinan administratif (yang tunduk pada peraturan, juklak, juknis), bukan kepemimpinan transformatif (yang mengambil inkiatif, kreativitas, motivasi dan inovasi). Ketiga, lemahnya diskresi aparat karena terbelenggu oleh peraturan, juklak dan juknis yang kurang fleksibel dan kurang responsif. Keempat, sistem insentif yang tidak kondusif dan tidak adil: yang tidak dikaitkan dengan etika, perilaku, prestasi, serta reward and punishment. Kefima, lemahnya etika pelayanan birokrasi: kurang ramah, kurang peduli pada pelanggan, kurang transparan dalam memberi informasi, diskriminatif terhadap pelanggan, kurang disiplin dalam bekerja, dan lain-lain. Keenam, kuatnya budaya paternalisme. Secara internal tumbuh kultur ketergantungan staf terhadap atasan maupun pola kepemimpinan yang tertutup. Secara eksternal masyarakat sangat tergantung pada kemauan aparat birokrasi pelayanan

This research entitling “ Public Service Bureaucratic Performance” wants to answer the following questions: (1) how is the performance in the public service providence of the Building Construction Permission (IMB) in Jayapura City running? And (2) what factors do influence the public service in the IMB field in Jayapura City? This research wants to describe the IMB service performance, and wants to offer the institutional structure alternative possibility for responsive public service, efficiency and accountability and service approach to public. Theoretically, the public service performance is measured based on the accountability, responsiveness, efficiency, and facility indicators. The author argues that the public service is affected much by amount of variables: Administrative capability, leadership, discretion, incentive system, and service ethic as the independent variables, and paternalism culture as the distorter variable to the performance. To build knowledge about this intervariable correlation, the writer uses explanative research supported by descriptive-analytic and qualitative. This research aims at knowing the IMB service performance conducted by Jayapura City Layout Office is still weak (low). Firstly, the weakness of organizational responsiveness, that is the weakness of apparatuses response to the aspiration and complains developing in society. Secondly, the weakness of information transportation about IMB service to society. Thirdly, is low public service accountability level. Fourthly, is about the device and supporting physical infrastructure shortfall of making conformable to work for the apparatuses and never make inconvenience for the service users as well. Low performance of IMB service is caused by some factors. Firstly, the weak DTK apparatuses administrative capability, referred to the weak planning, research, organizational management, creative and innovative power capabilities, and others. Secondly, weak leadership caused by the administrative leadership (submissive to the rule actualization and instruction, technical instruction), not for the transformative leadership (striving to take initiative, creativity, motivation and innovation). Thirdly, is low apparatuses discretion because of intrepidness by the strictly rule, operational instruction and technical instruction that are less flexible and unresponsive. Fourthly incentive system is not conducive and injustice which is not correlated with the ethic, behavior, achievement, as well as reward and punishment. Fifthly, weak bureaucratic service ethic: less courtesy, disregarded to the violation, less transparent in providing information, discriminative to the violation, less discipline in the working, and others. Sixthly, is strong paternalism culture. Internally, it grows with the staff dependence culture to the superior or close leadership pattern. Externally, the people are very dependent to the service bureaucratic apparatuses willingness

Kata Kunci : Kinerja Layanan Publik,IMB,Jayapura