Mengarahkan Eksistensi Standard Operating Procedures Pada Proses Peningkatan Kualitas Pelayanan Publik Di Daerah (Haris Faozan & Agus Wahyuadianto)
Mengarahkan Eksistensi Standard Operating Procedures
Pada Proses Peningkatan Kualitas Pelayanan Publik
Di Daerah[1]
Oleh: Haris Faozan[2] dan Agus Wahyuadianto[3]
Abstract Even though many policies which are concerned to public service have been issued but the factual condition has not improved much. Local governments still cannot deliver good-quality public service. Ironically, civil servants cannot even be optimized service to their own kinds, their civil servant colleagues. Seeing the public service by the customers, we can group them into two which are internal and externals customer. Both hold the same level of importance and priority. As an effort to solve that problem, it needs guidance for civil servants to do their daily tasks. We proposed Standard Operating Procedures (SOP) as an answer. Through its application, every activity is described into every step, which also contains persons in charge for those acts. More of those, SOP also describes input, time consumed and output for every activity level which are grouped inside standardized-quality section. Then we conclude that Standard Operating Procedures are a shining-path to make effective, efficient and economics bureaucracy, come into reality.
Key words: public service, standard operating procedures, local government
Latar Belakang Berubahnya pengelolaan pemerintahan dari yang sebelumnya bersifat sentralisasi menjadi desentralisasi, membawa konsekuensi besar bagi Pemerintah Pusat dan Daerah. Pemerintah Pusat membagikan beberapa urusannya --terutama yang terkait langsung dengan kesejahteraan masyarakat-- kepada Pemerintah Daerah. Dalam konteks tersebut, Pemerintah Daerah sebagai pelaksana berhak mendapatkan fasilitasi dari Pemerintah Pusat untuk memperlancar penyelenggaraan urusan-urusan tersebut. Bentuk-bentuk fasilitasi dimaksud, antara lain berupa: pemberian pedoman, arahan, evaluasi, pemantauan, kemudahan, dan motivasi. Dalam kaitannya dengan hal itu,
Pada Proses Peningkatan Kualitas Pelayanan Publik
Di Daerah[1]
Oleh: Haris Faozan[2] dan Agus Wahyuadianto[3]
Abstract Even though many policies which are concerned to public service have been issued but the factual condition has not improved much. Local governments still cannot deliver good-quality public service. Ironically, civil servants cannot even be optimized service to their own kinds, their civil servant colleagues. Seeing the public service by the customers, we can group them into two which are internal and externals customer. Both hold the same level of importance and priority. As an effort to solve that problem, it needs guidance for civil servants to do their daily tasks. We proposed Standard Operating Procedures (SOP) as an answer. Through its application, every activity is described into every step, which also contains persons in charge for those acts. More of those, SOP also describes input, time consumed and output for every activity level which are grouped inside standardized-quality section. Then we conclude that Standard Operating Procedures are a shining-path to make effective, efficient and economics bureaucracy, come into reality.
Key words: public service, standard operating procedures, local government
Latar Belakang Berubahnya pengelolaan pemerintahan dari yang sebelumnya bersifat sentralisasi menjadi desentralisasi, membawa konsekuensi besar bagi Pemerintah Pusat dan Daerah. Pemerintah Pusat membagikan beberapa urusannya --terutama yang terkait langsung dengan kesejahteraan masyarakat-- kepada Pemerintah Daerah. Dalam konteks tersebut, Pemerintah Daerah sebagai pelaksana berhak mendapatkan fasilitasi dari Pemerintah Pusat untuk memperlancar penyelenggaraan urusan-urusan tersebut. Bentuk-bentuk fasilitasi dimaksud, antara lain berupa: pemberian pedoman, arahan, evaluasi, pemantauan, kemudahan, dan motivasi. Dalam kaitannya dengan hal itu,