Analisis Peran Pegawai dalam Pelaksanaan Pelayanan Publik di Kelurahan Jatiranggon

Abstract

Pelayanan Publik merupakan fungsi utama pemerintahan yang langsung berhubungan dengan kebutuhan masyarakat. Pegawai kelurahan berperan strategis sebagai ujung tombak pelayanan administratif seperti pembuatan KTP, KK, surat keterangan domisili, dan pengelolaan data kependudukan. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif, melalui wawancara mendalam, observasi langsung, dan studi dokumentasi. Informan dipilih secara purposive meliputi lurah, sekretaris, staf pelayanan, dan masyarakat pengguna layanan. Data dianalisis dengan model interaktif Miles dan Huberman, dan keabsahan diuji dengan triangulasi.  Dari penelitian yang telah dilakukan, diketahui bahwa pegawai di Kelurahan Jatiranggon memiliki peran kompleks sebagai pelaksana administratif, fasilitator, komunikator, pelayan, dan problem solver. Faktor pendukung berupa SOP jelas, komitmen pegawai, dan partisipasi masyarakat. Hambatan berupa keterbatasan SDM, sarana prasarana, dan minim pelatihan. Upaya untuk mengatasi hambatan ini, meliputi peningkatan koordinasi internal antarpegawai, perbaikan komunikasi dengan masyarakat, optimalisasi sarana prasarana, serta penekanan sikap ramah dan profesional dalam pelayanan. Kesimpulan dari penelitian ini adalah peran pegawai sangat mempengaruhi kualitas pelayanan publik. Semakin optimal pegawai menjalankan perannya, semakin tinggi kepuasan masyarakat. Oleh sebab itu, peningkatan kapasitas pegawai lewat pelatihan, penambahan tenaga, dan penguatan sarana prasarana sangat penting untuk mewujudkan pelayanan publik yang efektif, efisien, dan akuntabel di Kelurahan Jatiranggon.

Public service is a primary government function that directly relates to the needs of the community. Village officials have a strategic role as the frontline in administrative services such as the issuance of identity cards (KTP), family cards (KK), domicile certificates, and population data management. This study employed a qualitative method with a descriptive approach, using in-depth interviews, direct observation, and documentation studies. Informants were purposively selected, including the village head, secretary, service staff, and service users. Data were analyzed using the interactive model of Miles and Huberman, with validity tested through triangulation. The study found that employees at Jatiranggon Village have complex roles as administrative executors, facilitators, communicators, service providers, and problem solvers. Supporting factors included clear standard operating procedures (SOP), employee commitment, and community participation. Constraints involved limited human resources, infrastructure, and minimal training. Efforts to overcome these obstacles included enhancing internal coordination, improving communication with the community, optimizing available infrastructure, and emphasizing friendly and professional service attitudes. The conclusion is that employee roles significantly influence public service quality. The more optimally employees perform their roles, the higher the community satisfaction. Therefore, enhancing employee capacity through training, adding personnel, and strengthening infrastructure is crucial to realizing effective, efficient, and accountable public services in Jatiranggon Village.