KUALITAS PELAYANAN SURAT IZIN PRAKTIK BAGI TENAGA KESEHATAN DAN TENAGA MEDIS MELALUI WEBSITE SSW ALFA (STUDI SENTRA PELAYANAN PUBLIK MENUR SURABAYA)

QUALITY OF PRACTICE LICENSE SERVICES FOR HEALTH AND MEDICAL PERSONNEL THROUGH THE SSW ALFA WEBSITE (STUDY OF MENUR PUBLIC SERVICE CENTER SURABAYA)

Perkembangan teknologi di sektor pelayanan publik dimanfaatkan untuk meningkatkan efisiensi dan kualitas e-government, terutama pada pelayanan surat izin praktik bagi tenaga kesehatan dan tenaga medis. Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Surabaya menggunakan SSW Alfa dalam melayani seluruh jenis perizinan. Sentra Pelayanan Publik Menur sebagai salah satu pos pelayanan DPMPTSP dalam pelaksanaan pelayanan surat izin praktik mengalami kendala yang hampir tiap bulan terjadi yakni step kedua dalam formulir online tidak bisa dibuka akibat perbaikan sistem SISDMK (Sistem Informasi Sumber Daya Manusia Kesehatan) yang terintegrasi dengan website SSW Alfa. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan surat izin praktik bagi tenaga kesehatan dan tenaga medis melalui SSW Alfa di Sentra Pelayanan Publik Menur Kota Surabaya menggunakan teori kualitas layanan daring pemerintah daerah menurut Sá et al. (2017) dengan indikator kualitas manajemen, kualitas layanan, kualitas informasi, dan kualitas teknis. Data dikumpulkan melalui wawancara, observasi, dokumentasi, dan studi pustaka. Hasil penelitian menunjukkan bahwa pelayanan SIP melalui website SSW Alfa sudah cukup optimal. Hal tersebut dapat dinilai dari transparansi dan efisiensi pelayanan, kualitas layanan yang menunjukkan keandalan, kepatuhan terhadap batas waktu pemrosesan, dan mekanisme pengaduan yang responsif. Meskipun demikian, masih terdapat kendala seperti tidak adanya alternatif pelayanan apabila website sedang dalam perbaikan, informasi yang belum mutakhir dan kurang jelas, serta terbatasnya akses pelayanan bagi penyandang disabilitas. Oleh karena itu, Sentra Pelayanan Publik Menur bersama dengan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Surabaya perlu meningkatkan kualitas pelayanan dengan membuat skema alternatif pelayanan apabila website sedang dalam perbaikan, melakukan pembaruan informasi dan menyajikan informasi dengan lebih rinci, dan mengelola loket lansia dan disabilitas untuk memberikan akses pelayanan bagi kelompok rentan.

Kata Kunci : Pelayanan publik, Kualitas Pelayanan, Surat izin praktik

The development of technology in the public service sector is utilized to improve the efficiency and quality of e-government, particularly in the service of practice licenses for health workers and medical personnel. The Investment and One-Stop Integrated Services Office of Surabaya City uses SSW Alfa to provide all types of licensing services. Menur Public Service Center, as one of the service points of the Investment and One-Stop Integrated Services Office in the implementation of practice license services, experiences recurring obstacles that occur almost every month, namely the inability to access the second step of the online form due to system maintenance of SISDMK (Sistem Informasi Sumber Daya Manusia Kesehatan), which is integrated with the SSW Alfa website. This study aims to describe the quality of practice license services for health workers and medical personnel through SSW Alfa at Menur Public Service Center, Surabaya City, using the theory of local government online service quality proposed by Sá et al. (2017), which consists of four indicators: management quality, service quality, information quality, and technical quality. Data were collected through interviews, observations, documentation, and literature studies. The research findings indicate that SIP services delivered through the SSW Alfa website are relatively optimal. This assessment is reflected in the transparency and efficiency of services, service quality that demonstrates reliability, compliance with processing time limits, and responsive complaint-handling mechanisms. Nevertheless, several constraints remain, including the absence of alternative service mechanisms when the website is under maintenance, information that is not up to date and lacks clarity, and limited service access for persons with disabilities. Therefore, Menur Public Service Center, in collaboration with the Investment and One-Stop Integrated Services Office of Surabaya City, needs to improve service quality by developing alternative service schemes during website maintenance, updating and presenting information in a more detailed manner, and managing counters for the elderly and persons with disabilities to provide service access for vulnerable groups.

Keywords: Public service, Service quality, Practice license