Penilaian Pelayanan Publik oleh Pemerintah Daerah (Studi Kasus Pemerintah Kota Surabaya)

Gusty Setyono (Institut Pemerintahan Dalam Negeri)
Indriyani Indriyani (Institut Pemerintahan Dalam Negeri)
Novya Indah Puspitasari (Institut Pemerintahan Dalam Negeri)

Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum
Vol 8, No 2 (2024): Oktober 2024

This study discusses the assessment of public services conducted by the Surabaya City Government, focusing on the extent to which such assessments reflect the actual condition of public services. Despite the Surabaya City Government giving high ratings to all public service agencies, field observations and community reviews indicate dissatisfaction with these services. The 2023 Community Satisfaction Survey report does not provide explanations for public complaints, nor does it consider the criticisms and suggestions put forward by service recipients. The assessment system, which still involves employees of the public service agencies, and the lack of involvement of independent institutions outside the government, result in ratings that do not reflect the actual conditions. Therefore, this study recommends the need for assessment of public services by independent institutions, limited participation only for service recipients, and comprehensive assessment of all complaints, criticisms, and suggestions from the public.