Kinerja Pelayanan Publik Pegawai Kantor Camat Siak Kecil Kabupaten Bengkalis “Analisis Dan Pendekatan Pelayan Publik Baru”

Nurhadi, Nurhadi (2021) Kinerja Pelayanan Publik Pegawai Kantor Camat Siak Kecil Kabupaten Bengkalis “Analisis Dan Pendekatan Pelayan Publik Baru”. Other thesis, Universitas Islam Riau.

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Abstract

Bureaucratic reform is one of the government's efforts to reform the system of government administration, especially regarding institutional aspects, management and human resources of the apparatus. In carrying out their duties as public servants, the officials of the Siak Kecil Sub-District Office are still struggling with the Old Public Administration because the service performance has not shown the performance of public services that accommodate responsive, democratic, participatory and diluted services. The research that the author conducted at the Office of the Head of the Siak Kecil, Bengkalis Regency, has the aim to find out how the service performance that has been carried out by the employees of the Siak Kecil District Office has used services with a cultural approach and new public service / New Public Service. To answer the intended objective, the writer uses qualitative research with descriptive method through interviews, observation and documentation. The results of the research show that the performance of public services by the employees of the Siak Kecil Sub-District Office from the indicators of responsiveness, responsibility and accountability has not been able to fully implement public services with the new public service approach, because the services performed are still rigid or top down, which is based on the Permendagri with equalizing perceptions of all service performance and the absence of efforts to respect democratic rights and serve the community wholeheartedly and the absence of service performance by upholding democratic, participatory, transparent and dilebrative principles because of the standards, procedures, mechanisms and service requirements, the relevant stakeholders have never been involved, including community to participate in determining the vision, mission, direction and service standards. The conclusion that the authors can convey from the results of this study is that the employees of the Head Office of Siak Kecil do not know and do not have the commitment and work culture to provide services with the new public servant approach so that the shared values that are characteristic of NPS are never implemented. Therefore, the authors suggest that the head of the Siak Kecil sub-district as the leader in the sub-district provides understanding by providing training to service personnel in order to understand the concept of new public services and build commitment and work culture in creating quality services and involve the community to participate in formulating standards, procedures, mechanisms and service requirements at the Siak Kecil Sub-District Office.

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