Strategi Zona Integritas Wilayah Bebas Korupsi & Wilayah Birokrasi Bersih Melayani (WBK & WBBM) dalam Meningkatkan Pelayanan Publik di Perwakilan BKKBN Provinsi Jawa Timur 

The Corruption-Free Zone & Clean Serving Bureaucratic Zones (CFZ & CSBZ) Integrity Zone Strategy in Improving Public Services at the East Java Province BKKBN Representative 

Tuntutan peningkatan kualitas pelayanan publik terus meningkat seiring kompleksitas kebutuhan masyarakat, namun pelaksanaannya masih menghadapi tantangan, termasuk praktik KKN yang menghambat efektivitas. Pemerintah melalui Permen-PANRB No. 5 Tahun 2024 menetapkan kebijakan Zona Integritas (ZI) untuk mempercepat reformasi birokrasi melalui WBK dan WBBM dengan fokus pada transparansi, akuntabilitas, dan peningkatan kepuasan masyarakat. Penelitian deskriptif kualitatif ini membahas strategi Perwakilan BKKBN Provinsi Jawa Timur dalam meningkatkan pelayanan publik berbasis ZI WBK dan WBBM. Pendekatan yang digunakan mengikuti pedoman Permen-PANRB, mencakup manajemen perubahan, tata laksana, akuntabilitas, manajemen sumber daya manusia, pengawasan, dan peningkatan kualitas pelayanan. Analisis data menggunakan model Miles dan Huberman, sementara data dikumpulkan melalui wawancara, observasi, dokumentasi, dan studi literatur.

Hasil penelitian menunjukkan strategi ZI WBK dan WBBM Perwakilan BKKBN Provinsi Jatim merupakan upaya terencana untuk meningkatkan kualitas pelayanan publik. Strategi utama meliputi manajemen perubahan berfokus pada pergeseran budaya kerja menuju transparansi, didukung pelatihan terstruktur. Penataan tata laksana diarahkan pada SPBE terintegrasi dengan peta proses bisnis, seperti aplikasi Siap Bahagia yang meningkatkan efisiensi dan transparansi pelayanan. Pengembangan SDM menitikberatkan pada pelatihan, penataan jalur karier, serta evaluasi kinerja melalui platform SIVIKA. Penguatan akuntabilitas diwujudkan melalui aplikasi e-SAKIP pelaporan kinerja sistematis dan melibatkan masyarakat dalam pengawasan, sehingga meningkatkan transparansi dan kepercayaan publik. Pengawasan diperkuat dengan pelaporan berbasis teknologi, pengaduan online, dan whistleblowing yang mendukung praktik kerja yang etis. Peningkatan kualitas pelayanan publik ditunjukkan melalui inovasi layanan berbasis teknologi dan survei kepuasan masyarakat, didukung komunikasi aktif media sosial sehingga memperluas edukasi dan keterlibatan masyarakat. Keberhasilan meraih predikat WBK dan WBBM mencerminkan progres positif, namun masih terdapat perbaikan distribusi kerja dan koordinasi antarunit perlu dilakukan untuk mempertahankan predikat ini dan memberikan pelayanan publik yang optimal sesuai harapan masyarakat.

Kata kunci: Pelayanan Publik, Reformasi Birokrasi, Zona Integritas, WBK, WBBM.

The demand for improving the quality of public services continues to increase in line with the growing complexity of societal needs. However, its implementation in Indonesia still faces challenges, including the practice of corruption, collusion, and nepotism (CCN), which hampers effectiveness. Through Ministry of Administrative and Bureaucratic Reform Regulation (Permen-PANRB) No. 5 of 2024, the government has established the Integrity Zone (IZ) policy to accelerate bureaucratic reform through Corruption-Free Zones (CFZ) and Clean and Serving Bureaucratic Zones (CSBZ) with a focus on transparency, accountability, and increasing public satisfaction. This qualitative descriptive study discusses the strategies of the East Java Provincial Representative Office of BKKBN in improving public services based on the IZ CFZ and CSBZ framework. The approach follows the guidelines of Permen-PANRB, encompassing change management, governance, accountability, human resource management, supervision, and improvement of service quality. Data analysis employs the Miles and Huberman model, while data collection methods include interviews, observations, documentation, and literature reviews.

The research results indicate that the implementation of IZ CFZ and CSBZ strategies at the East Java Provincial Representative Office of BKKBN is a planned effort to enhance the quality of public services. The main strategies include change management focused on shifting work culture toward transparency, supported by structured training. Governance reform is directed toward integrated e-Government with a business process map, such as the Siap Bahagia application, which improves service efficiency and transparency. Human resource development emphasizes training, career path structuring, and performance evaluation through the SIVIKA platform, with room for improvement in task allocation and supervision. Strengthening accountability is realized through the e-SAKIP application for systematic performance reporting and public involvement in supervision, thereby increasing transparency and public trust. Supervision is enhanced with technology-based reporting systems, online complaint channels, and whistleblowing mechanisms to support ethical work practices. The improvement of public service quality is demonstrated through technology-based service innovations and periodic public satisfaction surveys, supported by active communication through social media to expand public education and engagement. The achievement of CFZ and CSBZ status reflects positive progress, although further improvements in workload distribution and inter-unit coordination are necessary to maintain this status and provide optimal public services that meet public expectations.

Keywords: Public Service, Bureaucratic Reform, Integrity Zone, CFZ, CSBZ.