EVALUASI PELAYANAN PUBLIK SENTRA PELAYANAN KEPOLISIAN TERPADU DI POLISI DAERAH SULAWESI UTARA

Abstract

ABSTRAK

Salah satu jenis pelayanan yang diselenggarakan oleh Kepolisian Repulik Indonesia (Polri)  adalah pelayanan adminsitratif, yang pelaksanaan dilakukan melalui unit yang bernama Sentra Pelayanan Kepolisian Terpadu (SPKT). Unit kerja ini bertugas memberikan layanan berupa Laporan Polisi (LP), Surat Tanda Terima Laporan Polisi (STTPLP), Surat Pemberitahuan Perkembangan Hasil Penyidikan (SP2HP), Surat Keterangan Tanda Lapor Kehilangan (SKTLK), Surat Keterangan Catatan Kepolisian (SKCK), Surat Keterangan Lapor Diri (SKLD), Surat Ijin Keramaian, Surat Rekomendasi Ijin Usaha Jasa Pengamatan, Surat Ijin Mengemudi (SIM), dan Surat Tanda Nomor Kendaraan Bermotor (STNK). Namun dalam pelaksanaan tugas ini, Polri masih dianggap oleh sebagian masyarakat masih belum maksimal. Polri masih dianggap kurang resonsif yang dinilai dari cara petugas melayani warga. Buktinya, masih banyak keluhan atau ketidakpuasan masyarakat terhadap pengaduan tindak pidana yang diadukan namun tidak segera ditindaklanjuti. Dengan menggunakan metode kualitatif penelitian akan mengkaji dan mengevaluasi kinerja dari Sentra Pelayanan Kepolisian Terpadu Polda Sulawesi Utara, dengan menggunakan konsep Zeithhaml dkk (dalam Pasolong 2011:135), yang mengatakan untuk mengevaluasi kinerja bisa dilihat dari indikator-indikator seperti: Tangibles (Kualitas pelayanan berupa sarana fisik perkantoran, komputerisasi administrasi, ruang tunggu, tempat informasi di Unit SPKT POLDA SULUT; Reliability (Kemampuan dan keandalan petugas untuk menyediakan pelayanan yang terpercaya di Unit SPKT POLDA SULUT); Responsivess (Kesanggupan untuk membantu dan menyediakan pelayanan secara cepat dan tepat, serta tanggap terhadap keinginan konsumen di Unit SPKT POLDA SULUT); dan Assurance (Kemampuan dan keramahan serta sopan santun petugas dalam meyakinkan kepercayaan konsumen di Unit SPKT POLDA SULUT). Temuan penelitian menggambarkan dari sisi Tangibles: Dalam menunjang kenyamanan penerima layanan unit SPKT masih perlu memperhatikan tampak fisik ruangan karena masih ditemukan beberapa fasilitas yang kurang memadai. Dari sisi Reability: Kemampuan para anggota kepolisian di unit SPKT sudah sangat baik dalam merespon laporan atau keluhan masyarakat. Darisi sisi Responsiveness : Para anggota yang ada di SPKT Polda Sulut selalu berusaha untuk membantu kesulitan yang dialami pemohon. Hal ini terlihat pada saat pemohon  belum jelas dan mengerti mengenai prosedur dalam membuat laporan kepolisian, dengan sikap yang sopan dan tutur kata yang baik, petugas pun memberikan penjelasan dengan baik. Dan dari sisi Assurance: Berdasarkan hasil penelitian para anggota kepolisian yang ada pada unit SPKT Polda Sulut benar-benar memahami prosedur yang ada dalam hal ini pemberian pelayanan kepada masyarakat.

Kata Kunci: Evaluasi; Pelayanan Publik; Sentra Pelayanan Kepolisian Terpadu

ABSTRACT

One of the types of services provided by the Indonesian Repulik Police (Polri) is administrative services, which are implemented through a unit called the Integrated Police Service Center (SPKT). This work unit is in charge of providing services in the form of Police Reports (LP), Police Report Receipt (STTPLP), Notification on Progress of Investigation Results (SP2HP), Certificate of Lost Report Signs (SKTLK), Police Record Certificate (SKCK), Certificate Self-Report (SKLD), Crowd Permit, Observation Service Business Permit Recommendation, Driving License (SIM), and Motor Vehicle Registration Certificate (STNK). However, in carrying out this task, Polri is still considered by some people to be still not optimal. Polri is still considered less responsive, judging by the way officers serve residents. The proof is that there are still many complaints or public dissatisfaction with complaints about criminal acts that were filed but not immediately followed up. By using a qualitative research method, the research will review and evaluate the performance of the North Sulawesi Police Integrated Service Center, using the concept of Zeithhaml et al (in Pasolong 2011: 135), which says that evaluating performance can be seen from indicators such as: Tangibles (Quality of service in the form of office physical facilities, computerized administration, waiting room, information place in the North Sulawesi POLDA SPKT Unit; Reliability (Ability and reliability of officers to provide reliable services at the SPKT POLDA North Sulawesi Unit); Responsivess (Ability to assist and provide services quickly and accurately, and responsive to consumer wishes in the SPKT POLDA North Sulawesi Unit); and Assurance (Ability and friendliness and courtesy of officers in convincing consumer confidence in the North Sulawesi SPKT POLDA Unit). physical room because some inadequate facilities were still found. From the perspective of Reability: The ability of police officers in the SPKT unit is very good in responding to public reports or complaints. From the side of responsiveness: The members in the SPKT Polda North Sulawesi always try to help the difficulties experienced by the applicant. This can be seen when the applicant is not clear and understands the procedures for making police reports, with a polite attitude and good words, the officers also provide good explanations. And in terms of Assurance: Based on the results of research, the police officers at the SPKT unit of the North Sulawesi Police really understand the existing procedures, in this case the provision of services to the community.

Keywords: Evaluation; Public service; Integrated Police Service Center