Ratnasari, Audita Kharisma Candra (2023) Upaya Peningkatan Kualitas Pelayanan Publik (Studi di Badan Penanggulangan Bencana Daerah/BPBD Kabupaten Pasuruan). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

The increase in public education has implications for the increasing demands and needs of the community, until the 1980s the demands of the community were more oriented towards meeting quantitative needs but after the 90s until now the demands of the community shifted towards qualitative. In addition, there is a tendency for the expansion of the fulfillment of needs covering all aspects of life, for example, demands for economic improvement improving the quality of education and health, implementing more real democratic values and last but not least improving the quality of public services to the wider community carried out by the State Civil Apparatus (ASN) at various service levels is a necessity. The government as a provider of public services needed by the community must be responsible and continue to strive to provide the best service for the improvement of public services. On the other hand, public satisfaction is a measure of the success of public services provided by the government as a public service provider. Various efforts have been and are being made by the Pasuruan City Regional Disaster Management Agency (BPBD) to improve the quality of service to the community. This research departs from the problems that still arise in the implementation of the main service activities faced by BPBD Pasuruan City in serving disaster, namely: the limited number of villages / sub-districts categorized as "Disaster Resilient Villages" is approximately 40% of the total number of villages. The implication is that in the other 60% of villages there is no infrastructure, especially the network in handling earthquakes. 2). Socialization has not been evenly distributed to all levels of society, so that some do not understand in depth and detail the services they must receive and understand; 3). There are limited experts, so they have to ask for help from other agencies, which certainly has an impact on the mastery of the material and learning methods.
Based on these problems, the purpose of this study is to describe and analyze what efforts are made by BPBD Pasuruan City in improving public services, especially in disaster management services that befall the people of Pasuruan City. The results of this study are expected to be able to provide input for service improvement in the BPBD Pasuruan City environment. The data analysis uses Descriptive-Qualitative approach with Data Analysis as proposed by Sugiono which includes 4 steps, namely: data collection, Data Reduction, Data Presentation and Data Conclusions. While the research informants were determined to be 5 people, namely: 2 service ASNs, 2 people served by the community and 1 community leader.
Efforts to improve the quality of service in the BPBD Pasuruan City environment have made fundamental reforms related to public services, especially those related to disaster management in the form of creating a digital-based service called "SIMANTAB", Before the service innovation in the form of "SIMANTAB" data collection or reporting of disasters carried out by the Rapid Response was less than optimal. In 2022 there were about 200 disasters in Pasuruan Regency that were not recorded quickly and accurately so that it had an impact on the speed and accuracy of handling. After using the SIMANTAP pattern, the Quick Reaction in the field / location can report quickly and accurately, especially with regard to coordinates.

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