PENERAPAN PRINSIP CITIZENâS CHARTER PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN GOWA - Rani, Renny Puteri Harapan; Imbaruddin, Amir; Muttaqin, Muttaqin (Jurnal Administrasi Negara, 2018)
AbstrakTujuan penelitian ini adalah untuk mengetahui dan menganalisis penerapan prinsip citizenâs charter pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Gowa. Metode penelitian yang digunakan adalah metode kualitatif. Teknik pengumpulan data melalui wawancara, observasi dan telaah dokumen. Informan penelitian sebanyak 12 orang, yang terdiri dari Kepala Dinas 1 orang, Kepala Bidang 2 orang, Kepala Seksi 4 orang, dan Penerima Layanan Perizinan dan Non Perizinan 6 orang. Prosedur pengolahan dan analisis data adalah analisis kualitatif yang dilakukan melalui lima tahapan yaitu tahap pengumpulan data, reduksi data, display data, verifikasi data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa DPM PTSP Kabupaten Gowa belum sepenuhnya menerapkan prinsip citizenâs charter sebagaiamana teori Oliver dan Drewry, yakni standar pelayanan yang tinggi (higher standard), keterbukaan (openness) pelayanan, informasi (information) pelayanan, tidak diskriminasi (non discrimination) pelayanan, daya respon (responsiveness) pelayanan, keluhan (grievances) pelayanan, karena belum ada kerjasama dengan lembaga pengawasan independen dan tanda charter (petunjuk arah) pelayanan; belum ada publikasi struktur organisasi lengkap dengan nama-nama pejabat yang berwenang dan publikasi biaya pelayanan secara munual dan daring; belum ada publikasi informasi target kinerja dan capaian pelaksanaan kinerja secara daring; belum memiliki peraturan mengenai jaminan kesamaan hak bagi penerima layanan; belum adanya permintaan tanggapan penerima layanan oleh pegawai atas pelayanan yang diberikan; belum adanya kerjasama dengan lembaga independen sebagai mediator antara pihak DPM-PTSP Kabupaten Gowa dengan penerima layanan apabila tidak terjadi kesepakatan penyelesaian keluhan atau pengaduan.Kata Kunci: Prinsip Citizenâs Charter; Pelayanan Perizinan, Kualitas Pelayanan Perizinan.Â AbstractThe purpose of this research is to know and analyze the application of citizens charter principle to the Department of Investment and One Stop Service of Gowa Regency. The research method used is qualitative method. Data collection techniques through interviews, observation and document review. The research informants are 12 people, consisting of Head of Service 1 person, Head of Division 2 persons, Head of Section 4 person, and Service Licensing and Non Licensee 6 people. Processing and data analysis is a qualitative analysis conducted through five stages of data collection, data reduction, data display, data verification, and conclusion. The results show that DPM PTSP Gowa Regency has not fully applied the principle of citizens charter as the theory of Oliver and Drewry, namely higher service standard, service openness, service information, non-discrimination service, service responsiveness, service grievances, as there is no cooperation with independent oversight agencies and charter signatures (directions) of service; there is no publication of the complete organizational structure with the names of authorized officials and the publication of the cost of services in a munual and online manner; no publication of performance target information and performance performance achievements online; does not yet have a regulation on guarantee of equal rights for the beneficiaries; the absence of requests for service recipient response by the employee for the services provided; the absence of cooperation with independent institutions as mediator between the DPM-PTSP Gowa District with the recipient of service in the event of no agreement on the settlement of complaints or complaints.Keywords: Principles of Citizens Charter, Licensing Service, Quality of Licensing Services.