IMPLEMENTASI KEBIJAKAN SISTEM BOARDING PADA RESERVASI TIKET JASA KERETA API DI PT. KERETA API INDONESIA (PERSERO) DAERAH OPERASI 8 STASIUN SURABAYA GUBENG (Publika, 2014)
PT. Kereta Api Indonesia (persero) melakukan perbaikan sistem reservasi tiket melalui kebijakan sistem boarding, yaitu nama pada tiket sesuai dengan kartu identitas. Pada pengimplementasiannya masih ditemukan masalah, yaitu minimnya sosialisasi, misscommunication antara penumpang dan pengelola, modus baru calo, serta penulisan nama yang abjadnya kurang akibat human error atau kesalahan teknis. Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis implementasi kebijakan sistem boarding pada reservasi tiket di PT. Kereta Api Indonesia (Persero) Daerah Operasi 8 Stasiun Surabaya Gubeng. Metode penelitian yang digunakan adalah deskriptif dengan pendekatan kualitatif. Adapun narasumber penelitian ini terdiri dari Wakil Kepala Stasiun Surabaya Gubeng, Asisten Manager Eksternal Humasda, dan Junior Manager Inspector Operasi 8A Surabaya Gubeng. Teknik pengumpulan data yang digunakan berupa observasi, dokumentasi, serta wawancara. Analisis data dilakukan dengan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian ini bahwa PT. KAI DAOP 8 Stasiun Surabaya Gubeng Sudah mengimplementasikan kebijakan sistem boarding. Implementasi kebijakan boarding diawali dengan adanya pengkomunikasian kebijakan berupa sosialisasi secara internal dan eksternal tentang aturan serta prosedur implementasi kebijakan sistem boarding. Sosialisasi disampaikan secara jelas melalui instruksi direksi dan diberlakukan secara konsisten sebelum ada perintah dari pusat. Implementasi ini didukung oleh staf yang memadai secara kuantitas (jumlah) karena dilaksanakan oleh seluruh pegawai DAOP 8, keahlian didapat dengan belajar sendiri tanpa ada pelatihan khusus, informasi tentang cara pelaksanaan disampaiakan secara berjenjang dan didukung oleh sarana yang mempermudah penumpang mendapatkan informasi, kewenangan yang diberikan berupa pengaturan jadawal, fasilitas yang disediakan berupa komputer, barcode scaner, dan stempel validasi. Disposisi implementor berupa sikap yang teliti ketika melakukan pemeriksaan tiket serta berkomitmen terhadap kebijakan yang ditumbuhkan melalui pemberian sanksi bagi petugas yang melanggar, tetapi belum ada reward bagi petugas yang disiplin melaksanakan kebijakan sistem boarding. Kebijakan sistem boarding pelaksanaannya diatur oleh struktur birokrasi melalui Standard Operating Procedure (SOP) dan pelaksanaan fragmentasi yang didasarkan pada jadwal yang dibuat oleh bagian SDM. Saran pada penelitian agar disediakan fasilitas boarding yang sama disetiap stasiun, penambahan boarding gate saat hari libur atau hari besar, dan pemberian reward bagi petugas boarding yang disiplin. Kata kunci : Implementasi Kebijakan, Reservasi Tiket Kereta Api, Sistem Boarding Abstract PT.KAI (Persero) has made some improvement on train ticket reservation through boarding system policy, which is passenger's name on ticket matches the name on the identity card. In implementation still found some problems, i.e lack of socialization, misscommunication between passengers and the officers, new method of the scalpers, and some error writing name on the ticket due to human error / technical error.This study aims to describe and analyze the implementation of boarding system policy on train ticket reservation on PT. Kereta Api Indonesia (persero) regional operations 8 surabaya gubeng station. Method used on this research is descriptive with qualitative approach. Informant of this study consisted of the deputy chief of gubeng station, assistent manager external humasda, and junior operations manager inspector 8 A surabaya gubeng. Data collection techniques used in this research are observation, documentation, and interviews. Data analysis was performed with data collection, data reduction, data display and conclusion. As the result of this study is PT.Kereta Api Indonesia regional operations 8 surabaya gubeng station have implemented the boarding system policy. The implementation of boarding policy begins with internally and externally dissemination of rules and procedures for policy implementation boarding system. Socialization is clearly conveyed through director's instruction and consistently enforced before any commands from the central. This implementation was supported by adequate staff in quantity since it was implemented by all personnel of regional operation 8. The expertise gained by studying its own without any special training, information on how the implementation was delivered in stages and supported by tools that facilitate the passengers to get information, authority granted in the form of setting a schedule, facilities provided i.e computers, barcode scanners and validation stamp. Disposition implementor a careful attitude when doing checks and tickets are committed to policies that fostered through sanctions for officials who violate, yet no reward for the officials who implement the policy discipline. Boarding system policy inplementation governed by Standard Operating Procedure (SOP) and bureaucratic structure through the implementation of fragmentation based on a schedule created by the human resource. Advice on research that provided the same boarding facilities at each station, the addition of boarding gate during holidays / festivals, and a reward system for boarding officers disciplined. Keywords: policy implementation, train ticket reservation, boarding system