PENYUSUNAN STANDAR OPERASIONAL PROSEDUR (SOP) PELAYANAN PUBLIK DI KELURAHAN TAMBAKSARI KOTA SURABAYA
PREPARATION OF STANDARD OPERATING PROCEDURES (SOP) FOR PUBLIC SERVICES IN TAMBAKSARI VILLAGE, SURABAYA CITY
Nama : Niki Nurya Silva
NIM : 21091377032
Program Studi : D4 Administrasi Negara
Fakultas : Vokasi
Universitas : Universitas Negeri Surabaya
Pembimbing : Dr. Weni Rosdiana, S.Sos., M.AP.
Penelitian ini bertujuan untuk menyusun Standar Operasional Prosedur (SOP) pelayanan publik di Kelurahan Tambaksari, Kota Surabaya. Metode yang digunakan adalah Research and Development (R&D) model Borg dan Gall, yang meliputi tahapan pengumpulan data, perencanaan, pengembangan produk awal, uji coba lapangan, revisi, dan diseminasi. Penyusunan SOP mengacu pada Permenpan RB Nomor 35 Tahun 2012 tentang Pedoman Penyusunan SOP Administrasi Pemerintahan serta Peraturan Walikota Surabaya terkait standar pelayanan kelurahan.
Hasil penelitian menunjukkan bahwa SOP yang dikembangkan berhasil memperjelas alur kerja dan pembagian tugas pelaksana, sehingga meningkatkan konsistensi, efisiensi, dan transparansi pelayanan. Proses penyusunan yang melibatkan wawancara dan observasi lapangan memastikan SOP berbasis kebutuhan nyata masyarakat. Uji coba menunjukkan SOP dapat diimplementasikan tanpa mengganggu aktivitas rutin dan mendorong pelayanan yang lebih cepat dan tertib. Dengan demikian, SOP ini berkontribusi pada peningkatan akuntabilitas dan sinergi antar pelaksana di kelurahan serta dapat menjadi model bagi kelurahan lain dalam memperbaiki pelayanan publik.
Kata Kunci: SOP, SOP Pelayanan Publik, R&D, Permenpan RB Nomor 35 Tahun 2012, Kelurahan Tambaksari.
Name : Niki Nurya Silva
Departement : D4 Public Administration
Faculty : Vocational
Institution : Universitas Negeri Surabaya
Advisor : Dr. Weni Rosdiana, S.Sos., M.AP.
This research aims to develop Standard Operating Procedures (SOP) for public services at Tambaksari Village, Surabaya City. The research method used is the Borg and Gall Research and Development (R&D) model, which includes stages of data collection, planning, initial product development, field testing, revision, and dissemination. The SOP development refers to the Ministry of Administrative Reform and Bureaucratic Reform Regulation (Permenpan RB) Number 35 of 2012 concerning Guidelines for Preparing Government Administration SOPs, as well as relevant Surabaya Mayor Regulations related to village service standards.
The results indicate that the developed SOP successfully clarifies work procedures and task distribution among implementers, thereby improving consistency, efficiency, and transparency in service delivery. The development process, which involved interviews and field observations, ensured that the SOP was based on the real needs of the community. Field tests showed that the SOP could be implemented without disrupting routine activities and encouraged faster and more orderly services. Thus, the SOP contributes to enhancing accountability and synergy among village staff and can serve as a model for other villages aiming to improve public service management.
Keywords: SOP, Public Service SOP, R&D, Permenpan RB Number 35 of 2012, Tambaksari Village.