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Pramono, Sapto
Fakultas Ilmu Administrasi Universitas Dr. Soetomo
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UTILIZATION OF ONLINE QUEUE SYSTEM TECHNOLOGY TO IMPROVE PUBLIC SERVICE MANAGEMENT EFFICIENCY AT CLASS I IMMIGRATION OFFICE TPI SURABAYA Falah, Faqim Adinul; Augustinah, Fedianty; Pramono, Sapto; Widyawati, Widyawati
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12180

Abstract

This research focuses on the utilization of Online Queue Systems to enhance the efficiency of public service management at the Immigration Office Class I TPI Surabaya. The implementation of this system is expected to address various issues related to conventional queues, such as long waiting times and customer discomfort. However, there are several aspects that still need to be examined, considering that the success of a public service system highly depends on effective queue management, procedure quality, and the readiness of personnel and supporting policies. The aim of this research is to analyze the impact of the Online Queue System on service quality and efficiency, identify existing challenges, and provide recommendations for system optimization. The research method used in this study is qualitative, with data collection conducted through direct observation, interviews, and document analysis related to the queue system at the immigration office. The findings show that the implementation of the Online Queue System has improved the efficiency and quality of public services, with public satisfaction reaching around 70%. Nonetheless, there is a need for further improvement in several aspects, such as queue management, information transparency, and waiting time. Additionally, technical readiness and supporting policies remain critical concerns, as there is still room to enhance personnel capacity and optimize policies to make the system more effective. The conclusion of this research emphasizes that while the Online Queue System has had a positive impact, several aspects still require attention and improvement to achieve higher efficiency. This research recommends several strategic steps, including increasing system capacity to handle surges in applicants, developing policies to support system operations, providing technical training for personnel, and conducting wider outreach to the public.
IMPROVING PUBLIC SERVICE QUALITY THROUGH THE IMPLEMENTATION OF GOOD GOVERNANCE AT THE SURABAYA CITY REVENUE AGENCY Purdiono, Andri; Pramudiana, Ika Devy; Haryati, Eny; Pramono, Sapto
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

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Abstract

This study is motivated by the importance of public service in realizing good governance. However, public service quality often remains challenging when implementing good governance principles. Therefore, this study aims to evaluate the application of five main principles of good governance—transparency, accountability, participation, responsiveness, and efficiency—to improve the quality of public services at the Surabaya City Revenue Agency. This study uses a qualitative method with a descriptive approach to identify and evaluate the success indicators of these five principles as applied in the agency. Data were collected through observation, interviews, and document analysis related to public services at the Surabaya City Revenue Agency. Results show that transparency in public services has reached 76%, indicating openness of information, though accessibility and completeness of data still need improvement. Accountability stands at 73%, highlighting a need for enhancement in accountability procedures. Community participation is recorded at 68%, indicating the need for increased accessibility and opportunities for public involvement. Responsiveness reaches 70%, which, while adequate, still requires improvements in responsiveness to public needs. Efficiency is at 72%, requiring simplifying procedures to accelerate service delivery. This study concludes that the application of good governance principles at the Surabaya City Revenue Agency is relatively well-implemented but requires improvements in several areas. To enhance public service quality, this study recommends developing an integrated online information system to support transparency, conducting public consultation programs and periodic satisfaction surveys to boost participation, and simplifying administrative procedures alongside digitalizing services to increase efficiency. By implementing these recommendations, it is hoped that the Surabaya City Revenue Agency can become more responsive, transparent, and efficient in serving the public, ultimately enhancing public trust in public services and achieving the goals of good governance optimally.
ANALYSIS OF COMMUNITY COMPLAINT HANDLING RESPONSIVENESS AS A STRATEGY FOR IMPROVING PUBLIC SERVICE QUALITY AT THE CIVIL SERVICE POLICE UNIT OF SUKOLILO DISTRICT, SURABAYA CITY Zulianingsih, Nur; Devy Pramudiana, Ika; Roekminiati, Sri; Pramono, Sapto
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

Modern public services increasingly emphasize high responsiveness. However, the Civil Service Police Unit (Satpol PP) of Sukolilo District faces significant challenges in managing public complaints due to the high dynamics of public order disturbances in an area with dense socio-economic activity. This study aims to analyze the responsiveness of complaint handling as a fundamental strategy for improving the quality of public services, and to identify determinant factors that hinder the effectiveness of service recovery mechanisms at the district level. Employing a qualitative approach with a case study design, the research explores the dynamics of street-level bureaucracy. Data were collected through in-depth interviews with structural officials, field officers, and reporting citizens, complemented by participatory observation of service processes and a review of Standard Operating Procedure (SOP) documents. The analysis integrates service quality and complaint management theories to examine the dimensions of responsiveness and procedural reliability within the law enforcement ecosystem. The findings indicate that officers’ responsiveness remains suboptimal, as the actual average response time frequently exceeds the 1×24-hour standard due to resource constraints and the exercise of discretion that tends to be reactive to social media pressure (viral-based response). The service recovery mechanism is still partial and does not consistently address root causes, directly contributing to stagnant levels of public satisfaction. The study concludes that systemic transformation is essential, recommending real-time integration of digital complaint channels with patrol units and the adoption of a collaborative approach based on community participation to achieve adaptive and accountable services.
Pendamping Layanan Klampid New Generation dan Pelaksanaan Program Kalimasada di Dinas Kependudukan dan Pencatatan Sipil Kota Surabaya Putra, Ryco Tarnuwardhana; Pramudiana, Ika Devy; Roekminiati, Sri; Pramono, Sapto; Sunarya, Aris
Abdimas Indonesian Journal Vol. 6 No. 1 (2026)
Publisher : Civiliza Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59525/aij.1351

Abstract

Population administration is a crucial foundation for public services. The Surabaya City Government has developed the Klampid application. New Generation (KNG) and the Kalimasada Program to improve the quality of community-based servicese-government This community service activity aims to describe the role of MSIB Batch 6 students in assisting with the use of the KNG application and the implementation of the Kalimasada Program in Ampel Village. The method used was a participatory approach through direct assistance, education, and verification of population documents. The results of the activity showed an increase in community understanding and digital literacy, accelerated document processing, and increased awareness of the importance of orderly population administration.
Co-Authors ., Sutarmin Agus Suryono Amirul Mustofa Augustinah, fedianty Bambang Santoso Haryono Budi Santoso Devy Pramudiana, Ika Dina Mardiana Dwijosusilo, Kristyan Falah, Faqim Adinul Fatah, Zainal Haryati, Eny Kurniasari, Winda Linggantara, I Made Pamudi Pamudi, Pamudi Pramudiana, Ika Devy Prawiradiredja, Sanhari Purdiono, Andri Putra, Ryco Tarnuwardhana Roekminiati, Sri Rudy Hermawan Sakinah, Wardatus Sarwono Sarwono Sayyidatul Khoiridah Sunarya, Aris Susanto, Soni Widyawati Widyawati Zulianingsih, Nur