Optimization of Administrative Services in Improving Services at the General Bureau of the Regional Secretariat of East Java Province

Nadia Noor Stafira; Agus Sukristyanto; Joko Widodo

doi:10.55927/jsih.v4i1.20

Authors

Nadia Noor Stafira Universitas 17 Agustus 1945 Surabaya
Agus Sukristyanto Universitas 17 Agustus 1945 Surabaya
Joko Widodo Universitas 17 Agustus 1945 Surabaya

DOI:

https://doi.org/10.55927/jsih.v4i1.20

Keywords:

Optimization, Public Service, Administrative Service, Public Satisfaction

Abstract

This study aims to analyze the optimization of administrative services in improving leadership services at the General Bureau of the Regional Secretariat of East Java Province. The approach used is a descriptive qualitative method with data collection through interviews, observations and documentation. The results of the study indicate that the optimization of administrative services has achieved a Public Satisfaction Index (IKM) of 89.27 in 2023, exceeding the target set at 85.5 for 2024. Strategic steps implemented in optimizing services include the implementation of the Public Satisfaction Survey (SKM) and the Government Agency Performance Report (LKJIP). SKM functions to measure public satisfaction and identify strengths and weaknesses in service, while LKJIP acts as an evaluation tool to ensure responsiveness of services to community needs. The main supporting factors in this optimization are human resources (HR) and service digitalization. Quality and trained human resources are very important to increase the effectiveness of public services.

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