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Evaluasi Kualitas Kinerja Widyaiswara Dalam Upaya Peningkatan Kompetensi Pegawai Negeri Sipil (Studi Kasus Badan Pendidikan dan Pelatihan Provinsi Bali) Diapramana, Made Manggala; Noak, Piers Andreas; Purnamaningsih, Putu Eka
CITIZEN CHARTER Vol 1 No 2 (2015)
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ABSTRAK The main purpose of National Council for Training and Education of Bali Province is to educate and training government employees peculiarly in province of Bali. As many as 14th Widyaiswaraâ€™s have important role in the process of training and education because of that, Widyaiswaraâ€™s quality evaluation of occupation in an attempt to improve capabilities of government employees should be realize. This research using descriptive qualitative method which collect the data with observation and interview with analyzing theory. The theory in this research has using human resources theory and specifically the concept of quality evaluation of occupation from Panggabean (2002). According to Panggabean (2002), quality evaluation of occupation should through several processes with identification, observation, measurement and development. The several processes in quality evaluation of occupation will analyzing with PERMENPAN No. 14 tahun 2009 which explain about Functional Position and the Credit Number of Widyaiswara, this process is the mandatory guidelines for Widyaiswara to fulfill duties and collect the credit number for promotion the position of government employees. After this research done, the result can be seen that quality of occupation from Widyaiswara in National Council for Training and Education of Bali Province must be improved within capability and their position. That things happen because Widyaiswara in National Council for Education and Training of Bali nowdays just involved in training and education structurally, which only slightly the technics of training and education from Widyaiswara can get involved. This particularly thing important to increase with Widyaiswara get more active within developing their potential to make their capability became good. The activities for develope their potential can be obtained with colloquium and workshop ; call for paper ; multiplying work hours etc which increasing their capability and credit number to fulfill standart for promotion position. Keywords : Quality Evaluation of Occupation, Widyaiswaraâ€™s, PERMENPAN No. 14 tahun 2009

PENGELOLAAN PENGADUAN PELAYANAN PUBLIK BERBASIS E-GOVERNMENT (STUDI KASUS PENGELOLAAN PENGADUAN RAKYAT ONLINE DENPASAR PADA DINAS KOMUNIKASI DAN INFORMATIKA KOTA DENPASAR TAHUN 2014) Yuni Lestari, Ni Luh; S.Fil.,MA, Bandiyah; Dwi Wismayanti, Kadek Wiwin
CITIZEN CHARTER Vol 1 No 2 (2015)
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ABSTRACT Public services based on e-Government in Indonesia has not been widely implemented. Denpasar government through the application of information technology and working to develop a system of complaints in the public service based on electronic media (online) integrated with a range of SKPD through Pengaduan Rakyat Online (PRO) Denpasar. Development Pengaduan Rakyat Online (PRO) Denpasar aims to accommodate and uniform handling of complaints in Denpasar government environment. The purpose of this study was to obtain the actual description of the management Pengaduan Rakyat Online (PRO) Denpasar and obstacles encountered in the implementation. The theory used in this research is the theory of public service management using the concept of electronic government. Methodology used in this study was qualitative exploratory. The findings of this research are: First, basically management Pengaduan Rakyat Online (PRO) Denpasar been running pretty good, but the service provided has not been entirely successful. This is due to lack of coordination, perception and interests regarding the policy. Secondly, the failure of these arrangements due to several constraints, among others: the flow of complaints in each agency is still done manually, Internet network in each agency sometimes impaired, and feedback from the public is still low in overseeing the complaints that have been submitted. On the other hand, the Pengaduan Rakyat Online (PRO) Denpasar is enough to help people in submitting the complaint because it can be accessed anywhere without the need to come directly to the institutions concerned. Keywords: Electronic Government, Public Services, Public Complaints

EVALUASI DAMPAK PELAKSANAAN PERATURAN DAERAH NOMOR 1 TAHUN 2012 TERHADAP PEMUNGUTAN PAJAK HIBURAN DI DINAS PENDAPATAN DAERAH KOTA JAYAPURA Aryastuti, Nia; Noak, Piers Andreas; Supriliyani, Ni Wayan
CITIZEN CHARTER Vol 1 No 2 (2015)
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ABSTRACT Dispenda is one of the agencies that has general function as administrative and public service provider related to taxes and retributions, one of managed taxes is entertainment tax. Contributions of entertainment tax managed by the local revenue office for the last three years are relatively increasing and always reaching the target. However, these contributions are not accompanied by taxpayers compliance to fullfil their tax obligations. This study will discuss the mechanism and obstacles of entertainment tax collection in the local revenue office. This study was using qualitative descriptive design. The results from this study show that implementation of entertainment tax collection has been good enough, based on public service quality indicators and tax collection policy concepts that have been used majorly. Keywords: Dispenda, Taxpayer, Public Service Quality, Entertainment Tax Collection.

Optimalisasi Pelayanan Kepolisian Dalam Upaya Menangani Pengaduan Tindak Pidana Kriminal ( Studi Kasus Kecamatan Mendoyo) Puspadana, Ni luh Ayu Virly; Noak, Piers Andreas; Winaya, I Ketut
CITIZEN CHARTER Vol 1 No 2 (2015)
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ABSTRACT Mendoyo sub-districts is the most extensive sub-districts in the district of Jembrana. Therefore this sub-districts very potentially give high crime action. High crime rate that occurred in the sub-districts Mendoyo start making people wroth, so that people begin to make a reaction to eradicate the problem of criminality, one way to do criminal complaint to the police.In this study will examine how optimization services a criminal offense criminal from the public by the police, by using descriptive qualitative research method. The results of this study indicate that the service is implemented by the police is not optimal, it is in because there are several dimensions of service quality according to Lovelock and Wright, Zeithaml and Bitner, such as Assurance and Tangibles. Keywords : Police, Service, Complaint, The Crime of Criminal

PERAN SATUAN POLISI PAMONG PRAJA DALAM MENERTIBKAN PEDAGANG KAKI LIMA DIKOTA DENPASAR TAHUN 2014 Loebaloe, Aldi Juliant; Pascarani, Ni Nyoman Dewi; Supriliyani, Ni Wayan
CITIZEN CHARTER Vol 1 No 2 (2015)
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ABSTRACT Street vendors are jobs in informal sector whose presence become pros and cons in every city especially Denpasar. Street vendors sell their merchandise around public facilities which ultimately disturb public order. Civil Service Police Unit is one of the apparatures of the local government which have an important role in conducting the control of street vendors in the city of Denpasar. The study was to look at the role of the Civil Service Police Unit in controlling street vendors in the city of Denpasar and the obstacles they had. This study used a qualitative method and theory employed was performance measurement proposed by Agus Dwiyanto with the indicators used were productivity, quality of service, responsiveness, responsibility and accountability. To obtain the data, the researcher conducted observations to see firsthand the phenomenon that occur in the field and conduct in-depth interviews with informants related to the Civil Service Police Unit of Denpasar. The results of this study show that the role of the Civil Service Police Unit of Denpasar in controlling the vendors was not optimal this is because the productivity of the Civil Service Police Unit was not optimal due to the lack of human resources and facilities and infrastructure. Quality of Service of the Civil Service Police was not maximal for most of the personnel of the police only have high school educational background in as well as the quality of facilities and infrastructure was poor. The responsiveness of municipal police was not optimal because the police unit had not been able to meet the needs of vendors i.e. a land to sell in. In addition, sanctions and punishment had not been empowered in accordance with the local government regulation in the city of Denpasar so that the responsibility of the Civil Service Police is not optimal. The barriers faced by the Civil Service Police are internal and external obstacles. The internal barriers are the lack of human resources from the civil service police themselves as well as the ability of the personnel is still lacking, while the external barriers are that there are rogues that back up the street vendors, a lack of awareness of vendors to comply with the regulations and the lack of land for street vendors themselves to sell in. Therefore the suggestion of the researcher is that the Civil Service Police need to increase the number of members / personnel as well as paying more attention to facilities and infrastructure to be used. In addition, there is a need to quickly draft legislation concerning the zones that can be used by street vendors to sell in and they must be stricter in giving punishment or sanctions for those who violate the rules. Keywords: Role, Civil Service Police Unit, Street Vendors

Implementasi Kebijakan Pemerintah Kota terhadap Standarisasi Pendirian Condominium Hotel di Kota Denpasar Drupadi, Anak Agung Intan; Dewi Pascarani, Ni Nyoman; Purnamaningsih, Putu Eka
CITIZEN CHARTER Vol 1 No 2 (2015)
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ABSTRACT Â Tourism development in the island of Bali is currently experiencing a rapid increase. Denpasar as the capitalcity of Bali becomes a barometer of the progress of tourism and also the central area of ??tourism development. The increasing number of tourists visiting Bali would require the availability of tourism accommodation. Condotel is alodging that has facilities like star-hotels. Currently condotelshave been a long-term investment for investors, because this condotel rooms can be put into a transaction. The rapid development in Denpasar condotels gives adverse impactsto the environment, so that in this case the Denpasar municipality government issued a regulation relating to the establishment of condotelestablishment standardization to overcome the negative impact on the surrounding environment. The aim of this study was to investigate the implementation of the Mayor Regulations relating to condotel establishment standardization in Denpasar. This study used descriptive qualitative method. Results from this study in the application of regulations issued by Denpasar municipality government related to the implementation of the standardization of condotelestablishment wererunning less effectively. The lack of effective implementation of the standardization of condotel establishment was caused by several factors, namely: 1. Unclear communication between the parties involved in the establishment of condotels. 2. Lack of adequate human resources in order to act as an implementer of policy regulations issued by the government relating to the standardization of condotel establishment. 3. The disposition or temperament, characteristics of implementing policies that were less concerned with the policy procedures that had been issued. 4. Lack of special specifications associated with bureaucratic structures and also SOPs that could support the implementation of the standardization of condotelestablishment. Â Keywords: Condotel, City Government Policies, Establishment Standards, Implementation

IMPLEMENTASI KEBIJAKAN KARTU TANDA PENDUDUK ELEKTRONIK (E-KTP) STUDI KASUS DI KECAMATAN DENPASAR UTARA PROVINSI BALI Monica, Vocci; Noak, Piers Andreas; Winaya, I Ketut
CITIZEN CHARTER Vol 1 No 2 (2015)
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ABSTRACT Implementation of the regulations of Law No. 24 of 2013 on the Amendment of Law No. 23 Year 2006 concerning Population Administration has been implemented in Denpasar, in particular in North Denpasar District. However, after the handover of authority from the central government to local governments beginning of 2015, there are still obstacles in the implementation of e-ID card at the Department of Population and Civil Registration and record personal data in Denpasar District Office North. Problems that occur due to the limited number of forms provided by the Ministry of the Interior to the Department of Population and Civil Registration Denpasar, so far the implementation of e-ID in the Denpasar District North unresolved. This policy is expected to realize the implementation of the e-ID card program in North Denpasar District optimally. The methodology used in this research is descriptive qualitative research method. To obtain the data, researchers conducted observations of spaciousness to see the phenomenon of direct and conduct interviews to sources associated with the implementation of e-ID card policy at Denpasar District North. The conclusion of this study are the factors which resulted in the completion of e-ID in the Denpasar District North, caused by communication, resources, disposition and bureaucratic structures that are not running optimally. Â Keywords : Implementation , Electronic Identity Card (e-ID)

Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Peserta BPJS di Rumah Sakit Tingkat II Udayana Denpasar Dewantari Putri, Ayut; Dewi Pascarani, Ni Nyoman; Dwi Wismayanti, Kadek Wiwin
CITIZEN CHARTER Vol 1 No 1 (2016)
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ABSTRACT Through the National Health Insurance program by BPJS (Badan Penyelenggara Jaminan Sosial), it is expected that access to health care is open for everyone, so that everyone deserves quality health care. Level II Udayana Hospital was originally a hospital serving members of the army, civil servants and their families while the general public only served as minor users. Then the number of patients has increased after the hospital became a BPJS-partner hospital. The aim of this study was to obtain empirical evidence about the effect of the quality of health care on the satisfaction BPJS patient participants in the Level II Udayana Hospital. This research was done by using non-probability sampling and purposive sampling methods. The data collection was done by providing an open questionnaire to a sample of 100 respondents from BPJS inpatients participants at the Level II Udayana Hospital. Indicators in the study were tested using validity and reliability tests. The testing of the hypothesis used multiple linear regression analysis. The results showed that the quality of services which included tangible, empathy, reliability, responsiveness and assurance simultaneously and partially had an effect on patient satisfaction, with the regression equation Y = 1.372 + 0.135 X1 + 0.148 X2 X3 + 0.213 + 0.132 + 0.132 X4 X5. The results of R Square of 0.780 indicated that patient satisfaction was influenced by the quality of service by 78%, while the remaining 22% was explained by other variables not included in this study. Keywords: BPJS, Health Services, Quality of Service

Evaluasi Pelayanan Perusahaan Daerah Air Minum (PDAM) Tirta Mangutama dalam Peningkatan Kepuasan Pelanggan (Studi Kasus Kecamatan Kuta Selatan Kabupaten Badung) Manuartha, I kadek Alit; Pascarani, Ni Nyoman Dewi; Purnamaningsih, Putu Eka
CITIZEN CHARTER Vol 1 No 1 (2016)
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ABSTRACT PDAM Tirta Mangutama is public service who provides managing water clean for community interest in Badung region. PDAM Tirta Mangutama also provides managing water clean in Kuta Selatan, Badung region, which this area having problems within distributed water clean for community. Because of that problems, it is important for increasing public service quality and looking factors and the challenges that inhibitied the better public service quality. In this research, using qualitative descriptive method which is doing data collect with observation and interview also linked with the theory and concept that have been done before. Theory used in this research including public administration theory and focused on service quality concept by Levinne (1990) also customer satisfaction by Freddy Rangkuti (2006). According to Levinne (1990), responsiveness, responsibility, accountability are used for increasing service quality. While according to Freddy Rangkuti (2006) the factors that implied customer satisfaction are value, competitiveness, customer opinions, service stages, and service moments. This factors will be link with PDAM Tirta Mangutama services to customers in Kuta Selatan. The conclusion from this research will be showing that should increasing service quality from PDAM Tirta Mangutama in Kuta Selatan like services for water clean distribution to customers. This is because the services still doesnâ€™t fullfil the demand from around society in Kuta Selatan, so urgently needing for increase service quality became better to customers. Keywords: Public Services, Customer Satisfaction, PDAM Tirta Mangutama

PENGELOLAAN RETRIBUSI PARKIR UNTUK PEMBERDAYAAN MASYARAKAT (STUDI PADA LEMBAGA PEMBERDAYAAN MASYARAKAT KELURAHAN KUTA, KECAMATAN KUTA) Nofitasari, Juwita Vamellia; Bandiyah, Bandiyah; Wismayanti, Kadek Wiwin Dwi
CITIZEN CHARTER Vol 1 No 1 (2016)
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ABSTRACT Parking is a common problem in many area, but parking as one of potential incomes parking is not manage well. Badung Regency as one of potential tourism areas in Bali, especially in Kuta district also face the difficulty in which the volume of vehicles are not balance with the parking lot. Research method that used in this research is descriptive qualitative. To collect the data, the researcher did the field observation and deep interview with the interviewees who to know the information about the parking retribution management and public empowerment in Kuta district. The result from this research are : first, LPM Kuta as parking organizer get profit from parking retribution where by parking retribution that they got, LPM can empowering the people and The Department of transportation, communication and informatics as a coordinator, facilities and infrastructure provider and supervisory management. Second, there are some problems such as parking officerâ€™s fraudulence. The parking officers toke the return by increasing the parking fees and not gave the parking ticket. Third, the income from parking retribution already use by the LPM to empowering the society but still less optimal on empowered the disability. Hopefully, by this research both the government and LPM can monitoring the parking management in field and the disability get the special treat Key words: society empowerment, cooperation, parking retribution

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Location Kota denpasar, Bali INDONESIA

Abstract

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Contact Name
-

Contact Email
-

Phone
-

Journal Mail Official
-

Editorial Address
-

Location
Kota denpasar,

Bali

INDONESIA