The Development which is closing the needs of community is a demand on this autonomy era. However, many obstacles are found in every step of the executions, and one of them is planning. Ideally, the development planning should be participative and have orientation on the basic needs of the community. Sometimes these 2 things are abandoned due to following: (1) Lack of understanding on development planning from community and government officials; (2) The Community sometimes became pessimistic on the development planning as they ideas are difficult to be accommodated when it comes to higher process; (3) The Limitations of government officials and development agents (kader) which duty is to communicate the development planning to the community; (4) The Period of development planning is very short and very imbalance with the materials that need to be discussed and decided.
Micro, Small and Medium Enterprises (MSMEs) are business activities that are able to expand employment opportunities and can play a role to improve equity and income of people. Therefore, the development of MSMEs still faces various constraints that need attention from various parties, especially the government, both central and local one. This research aims to find out the capacity of local government in empowering MSMEs during COVID-19 pandemic in Sukabumi City. The capacity of local government is based on three levels, namely system level, organizational/institutional level, and individual/human resource level. Method of this research is descriptive-qualitative method by maximizing primary and secondary data. Collection of primary data uses interview and observation, meanwhile secondary data are collected by documentation. The collected data are qualitatively described. Results of this research indicate that the capacity of local government based on system level, organizational/institutional level, and individual/human resource level is needed in empowering MSMEs during COVID-19 pandemic in Sukabumi City. The capacity building of local government of Sukabumi City has been conducted but it is not optimal yet and therefore the capacity building of local government is needed to improve the contribution of MSMEs on the local economy. Key words: COVID-19 Pandemic, Empowerment, Local Government Capacity, Micro, Small and Medium Enterprises. ; Micro, Small and Medium Enterprises (MSMEs) are business activities that are able to expand employment opportunities and can play a role to improve equity and income of people. Therefore, the development of MSMEs still faces various constraints that need attention from various parties, especially the government, both central and local one. This research aims to find out the capacity of local government in empowering MSMEs during COVID-19 pandemic in Sukabumi City. The capacity of local government is based on three levels, namely system level, organizational/institutional level, and individual/human resource level. Method of this research is descriptive-qualitative method by maximizing primary and secondary data. Collection of primary data uses interview and observation, meanwhile secondary data are collected by documentation. The collected data are qualitatively described. Results of this research indicate that the capacity of local government based on system level, organizational/institutional level, and individual/human resource level is needed in empowering MSMEs during COVID-19 pandemic in Sukabumi City. The capacity building of local government of Sukabumi City has been conducted but it is not optimal yet and therefore the capacity building of local government is needed to improve the contribution of MSMEs on the local economy.
Service is one of the government's main tasks, which is to provide services as a manifestation of the general duty of government to realize public welfare. However, in reality, in this service, there are still problems that occur in building permits, such as the industrial land used island that is not suitable for building construction. This study aimed to determine the quality of service for Building Construction Permits (IMB) of residential houses in the One-Stop Service and Integrated Services in Bogor city in West Java. This study uses the theory of service quality from Zeithaml, Parasuraman & Berry, which consists of 5 dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The research method uses descriptive methods using Quantitative. Observation, interviews, and questionnaires do data collection. The sample in this study was 63 respondents consisting of the community and service officers. The results obtained an average number of 4.27 with outstanding ratings. It means that overall service quality has been excellent. However, there are still some indicators and dimensions whose value is still lacking, namely the responsiveness dimension of service speed indicators and indicators of the accuracy of the issuance of both. Finally, the researcher suggested that there should be improvements in the speed of service and the accuracy of the letters.
Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint. The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan. The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis. Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data. The results showed that the management of customer complaints in accordance with to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate). Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate). Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction
The implementation of Regional Government is directed at accelerating the realization of community welfare through improving services, empowerment, and community participation. In an effort to achieve the above goals, apparatus with the right, professional and competent numbers are needed. In line with the principles of professionalism and objectivity that are required in the law on staffing matters, the Bureaucratic Reformation in the Regional Government needs to conduct competency-based Apparatus Resource Arrangements. Presidential Regulation Number 81 of 2010 concerning Grand Design of Bureaucratic Reform explains that the main problem of state apparatus HR is the allocation in terms of quantity, quality, and distribution of civil servants according to unequal territorial (regional), and low levels of civil servant productivity. Structuring the human resources of the apparatus has not been optimally implemented to improve professionalism, employee performance, and organization. The research method used is descriptive qualitative through (1) desk study (study of literature and documents) and (2) field study (field study) that uses observation and interview techniques. Competency-based Apparatus Resource Management implies the need for the availability of information relating to competence. In this case the two main pillars are the competencies required by the office, commonly referred to as Position Competency Standards and the competencies possessed by employees.Keywords: Apparatus HR Management, Employee Competence, Regional Apparatus HR.
The purpose of this study are: 1) to describe how customer satisfaction of clinic lab of Technical Implementing Units Labkesda of Bogor City, 2) to know what obstacles that influence satisfaction factors of UPTD clinic lab. 3) to know any effort to give satisfaction of lab clinic customers in UPTD Labkesda of Bogor City.The method used in this research is descriptive qualitative that is to get the description of services in UPTD Labkesda by direct interview with respondents: Head of UPTD of labkesda, Sub division of Administration. Meanwhile for customer is given questionnaire about general data, experience and expectation after they become patients of UPTD Labkesda. In this study is the patient population as many as 238 people who visit each month. The samples taken based on Taro Yamane formula are 70 respondents as samples.The results of the analysis can be seen from the interviews from the head of UPTD Labkesda, administrative head office, employees and respondents obtained the majority of customer satisfaction UPTD Labkesda are good although there are many gaps between the expectation and reality in terms of customer satisfaction so that UPTD Labkesda tobe better and satisfy the consumers. Based on interviews and questionnaires were constrained things that become obstacles in satisfying the patient, among others, in terms of registration is still doing manually, reporting results or certificates of the test is still manual so that there are many mistakes, the collection of blood specimens that narrow, security and comfort of the space that is perceived as inadequate seen from the condition of many buildings collapsed, the examination parameters are less in number so as to reduce patient satisfaction, equipment conditions are relatively old when the completion of work that does not match, toilets that are less clean, the presence of an officer who sometimes is not in place, the parking lot that does not available, and the price issue to be paid because can not use the BPJS card.In order to increase patient satisfaction are suggested to UPTD Labkesda of Bogor City to use laboratory information system so that from registration to out of test result can minimize error using adequate software, existence of action to undisciplined employees, adaptation to city government of bogor to spend fund for maintenance and repair facilities and infrastructure that exist so as to increase customer satisfaction.Keywords: Customer, Customer Satisfaction, Satisfaction
In an effort to provide quality services to the community, the local government mostly needs the apparatus resources that have good competency and performance as well as professionals in the field of government administration. As a matter of fact, the civil servants in their structural positions have not met the stipulated position, so there are still positions, as well as placements that are not in accordance with their competencies. This then has implications for the performance and achievement of organizational goals that are less than optimal. For this reason, the aim of this research is to describe the implementation of structural/managerial competency standard in public sector, particularly in local government. This research applies the descriptive qualitative method. The results indicate that the incompatibility of civil servant competencies with the position carried out because the occupational competency standard has not been made as minimum managerial competency requirements that must be owned by a civil servant in carrying out the job duties. Managerial competency is soft competency which includes aspects of knowledge, skills and attitudes according to the duties and/or functions of the position. The procedures for preparing managerial competency standards include the stages, namely data collection, identification of managerial competencies, compilation of temporary lists and validation of managerial competencies.
The research is encouraged by the fact that there is a gap between the existing civil servants and the demand of their job competency. The fact indicates that the wrong placement of civil servants in job impacts on the performance dan the less optimal achievement of organizational goal. The research aims to qualitatively describe the arrangement of human resource in public sector, particularly the local government. The research concludes that the mismatch between competency of civil servant and job in local government happens because the principles of human resource arrangement are not fully conducted yet, and standards of job competence are not used yet as the requirements of minimum managerial competency for civil servant in conducting tasks of job. Law No. 5/2014 regarding State Civil Apparatus regulates that the carier development of civil servant is based on qualification, competency, performance appraisal, and need of the local government. The competency moreover comprises the technical, managerial, and social-cultural competencies, integrity and morality. The local government therefore improves the performance and profesionalism of human resource (civil servant) by guaranteeing the objectivity and quality of civil servant appointment in job, and facilitating the decision makers in rightly placing and evaluating civil servant on the certain job in the organization of the local government by human resource arrangement.
Various community responses tend to suggest that different types of public services suffered a setback which is mainly marked by numerous irregularities in the public service. Systems and procedures are complicated, and human resources were slow in providing the service, expensive, closed, and discriminatory and cultured not serve, but served also an aspect of public service spotlight, especially in terms of population administration one of them in the service of making electronic ID card.The research objective is to know the quality of the electronic ID card service in District Cisarua, Bogor regency.The theory that used to analyze the quality of service is a theory proposed by Parasuraman in Harbani Pasolong (2013) which has five dimensions of service quality to be able to successfully include the dimensions of tangible, reliability, responsiveness, assurance, empathy. The five dimensions above should be implemented fully for one another have relevance.This research used descriptive quantitative method by using questionnaires as the main instrument to data collect.These results indicate that the quality of the electronic ID card service in District Cisarua, Bogor regency according to respondents of employees included in the criteria for the interpretation of Good, while according to the respondents community service quality Electronic Identity Card in District Cisarua, Bogor regency included in the criteria Pretty Good. It is explained that the completion of this electronic ID card service can't be resolved quickly due to the completion of this electronic ID cards involve other agencies, namely the Department of Population and Civil Registration in Bogor district is not authorized for card printing and database processing. Suggestions from this study recommend that the government give them the authority to process the district population database that can handle an error in the electronic ID card identity. Then the district should continue to strive to conduct socialization to the village office of each region, with emphasis to the village to mobilize RW and RT convey any information which would have informed to the public; Keywords: Service Quality of electronic ID cards
