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All Journal JPAP (Jurnal Penelitian Administrasi Publik) (e-Journal) JIAN (Jurnal Ilmiah Administrasi Negara)
Khusna, Masfufa Zulfa
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Decision Sciences, Operations Research & Management Environmental Science Social Sciences

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Akuntabilitas Pelayanan Publik dalam Sistem Perizinan Surabaya Single Window (SSW) Adzani, Shiva Khoirunnisa Bil; Iswanto, Denny; Khusna, Masfufa Zulfa; Pitaloka, Yanesty Ayu
JIAN (Jurnal Ilmiah Administrasi Negara) Vol. 9 No. 2 (2025): September 2025
Publisher : Universitas Bojonegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56071/jian.v9i2.1248

Abstract

Penelitian ini bertujuan untuk mengevaluasi tingkat akuntabilitas dalam pelayanan publik melalui implementasi Surabaya Single Window (SSW), sebuah sistem perizinan daring yang dikembangkan oleh Pemerintah Kota Surabaya. Dengan pendekatan kualitatif deskriptif, data dikumpulkan melalui studi literatur terhadap buku, jurnal, laporan, dan berita yang relevan. Analisis difokuskan pada aspek transparansi, efisiensi, dan efektivitas layanan perizinan yang disediakan oleh SSW. Hasil penelitian menunjukkan bahwa SSW telah berhasil meningkatkan efisiensi dan efektivitas dalam proses perizinan, serta meningkatkan transparansi dan akuntabilitas pelayanan publik. Fitur-fitur seperti audit trail, sistem keamanan berbasis reCAPTCHA dan password, serta penyediaan pedoman perizinan yang lengkap mendukung terciptanya pelayanan yang akuntabel. Namun, masih terdapat beberapa aspek yang perlu diperbaiki, seperti transparansi dalam proses penerbitan Surat Keputusan (SK) perizinan dan ketiadaan fitur peringatan untuk backup data. Dengan melakukan perbaikan pada aspek-aspek tersebut, diharapkan SSW dapat memberikan layanan perizinan yang lebih efisien, transparan, dan responsif terhadap kebutuhan masyarakat, serta memperkuat akuntabilitas dalam pelayanan publik di Kota Surabaya.
Analisis Kualitas Layanan PPAK SIAP untuk Perlindungan Perempuan dan Anak di Surabaya Menggunakan E-GovQual Astuti, Sri Juni Woro; Khusna, Masfufa Zulfa
JPAP: Jurnal Penelitian Administrasi Publik Vol. 11 No. 02 (2025): JPAP (Jurnal Penelitian Administrasi Publik)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v11i02.132454

Abstract

This study aims to analyze the quality of service for the protection of women and children through SIAP PPAK in Surabaya based on the E-GovQual theory (Papadomichelaki & Mentzas, 2012), as well as to identify the supporting factors and constraining factors for its implementation. DP3APPKB Surabaya launched this website-based digital service to facilitate complaints, consultations, and education, but its implementation has not been fully optimized. This study employs a qualitative descriptive approach with six informants comprising managers, internal users, and external users. Data was collected through interviews and analyzed using the Miles, Huberman, and Saldana model. The results of the study indicate that the quality of SIAP PPAK services is quite good in four dimensions of E-GovQual: Efficiency (ease of access), Trust (data security and privacy), Reliability (responsive features), and Citizen Support (community participation and support). The obstacles encountered include limited digital literacy, technical constraints, and a lack of cross-sector coordination outside of working hours. It is concluded that SIAP PPAK requires infrastructure strengthening, increased socialization, and optimization of human resources to maximize services for the protection of women and children.
Co-Authors Adzani, Shiva Khoirunnisa Bil Denny Iswanto Pitaloka, Yanesty Ayu Sri Juni Woro Astuti