PELAKSANAAN PELAYANAN PRIMA PADA MASA PANDEMI COVID – 19 DI KELURAHAN SIDOKARE

IMPLEMENTATION OF EXCELLENT SERVICES DURING THE COVID –19 PANDEMIC IN THE VILLAGE  SIDOKARE

Pandemi Covid – 19 yang melanda Indonesia berdampak salah satunya pada sektor pelayanan publik maka dari itu sangat dibutuhkannya pelayanan prima yang dilakukan oleh petugas pelayanan sehingga kebutuhan warga akan tercapai. Pelayanan Prima sangat dibutuhkan pada setiap instansi pemerintah maupun swasta, dengan harapan pelayanan prima dapat menjadi jawaban dari beberapa kendala yang ada pada masyarakat terkait dengan pelayanan. Tujuan dari penelitian ini adalah untuk mendeskripsikan Pelayanan Prima pada Masa Pandemi Covid – 19 di Kantor Kelurahan Sidokare. Fokus penelitian ini meliputi 4A indikator menurut Daryanto yaitu 1) Sikap (Attitude) 2) Perhatian (Attention) 3) Tindakan (Action) 4) Antisipasi (Anticipation). Teknik pengambilan data dan informasi dideskripsikan sesuai dengan kenyataan yang ditemukan dilapangan, melalui dokumentasi, wawancara, serta studi literature. Hasil dari penelitian membuktikan bahwa pelaksanaan pelayanan prima pada masa pandemi Covid – 19 di Kelurahan Sidokare sudah cukup baik, karena Sipraja masih terkendala sehingga masih banyak warga yang melakukan pengajuan surat dengan tatap muka atau datang di Kantor Kelurahan Sidokare. Berdasarkan analisis prinsip pelayanan prima 4a yaitu pada faktor sikap dan faktor antisipasi sudah cukup baik, namun untuk faktor perhatian masih terdapat kendala yaitu belum lengkapnya persyaratan yang ada di papan SOP dan belum adanya nomor antrean, kemudian untuk faktor tindakan perlu diperhatikannya kursi di ruang pelayanan umum agar warga menjaga jarak sesuai dengan anjuran pemerintah. Oleh karena itu peneliti memberikan saran menambahkan persyaratan administrative pada papan SOP, segera terlaksananya nomor antrean agar warga dan petugas pelayanan tidak rancu dalam memberikan pelayanan dan memperhatikan kursi di ruang pelayanan agar tetap menjaga jarak.

The Covid-19 pandemic that has hit Indonesia has an impact on the public service sector, therefore it is very necessary to provide excellent service by service officers so that the needs of citizens will be met. Excellent service is needed in every government and private agency, with the hope that excellent service can be the answer to some of the obstacles that exist in the community related to service. The purpose of this study was to describe Excellent Service during the Covid-19 Pandemic at the Sidokare Village Office. The focus of this research includes 4A indicators according to Daryanto in (Ramadhany & Meirinawati, 2016: 5), namely 1) Attitude 2) Attention 3) Action 4) Anticipation. Data and information retrieval techniques are described in accordance with the facts found in the field, through documentation, interviews, and literature studies. The results of the research prove that the implementation of excellent service during the Covid-19 pandemic in Sidokare Village is quite good, because Sipraja is still constrained so that there are still many residents who submit letters face-to-face or come to the Sidokare Village Office. Based on the analysis of the principle of excellent service 4a, namely the attitude factor and the anticipation factor are quite good, but for the attention factor there are still obstacles, namely the incomplete requirements on the SOP board and the absence of a queue number, then for the action factor it is necessary to pay attention to the seats in the public service room. People should keep their distance according to government advice. Therefore, the researcher suggests adding administrative requirements to the SOP board, immediately implementing queue numbers so that residents and service officers are not confused in providing services and pay attention to seats in the service room so that they keep their distance.