KUALITAS IZIN PEMAKAIAN TANAH (IPT) MELALUI SURABAYA SINGLE WINDOW (SSW) ALFA DI SENTRA PELAYANAN PUBLIK (SPP) MENUR KOTA SURABAYA

QUALITY OF LAND USE PERMIT (IPT) SERVICES THROUGH SURABAYA SINGLE WINDOW (SSW) ALFA AT THE MENUR PUBLIC SERVICE CENTER, SURABAYA CITY

Perkembangan teknologi informasi mendorong pemerintah daerah untuk meningkatkan kualitas pelayanan publik melalui pemanfaatan sistem pelayanan berbasis digital. Salah satu bentuk penerapan e-government di Kota Surabaya adalah penggunaan website Surabaya Single Window (SSW) Alfa dalam pelayanan perizinan, termasuk Izin Pemakaian Tanah (IPT) yang dilaksanakan oleh Sentra Pelayanan Publik (SPP) Menur. Namun, dalam pelaksanaannya, pelayanan IPT melalui SSW Alfa masih menghadapi sejumlah kendala, seperti rendahnya pemahaman sebagian masyarakat terhadap prosedur pengajuan, kebutuhan pendampingan bagi pemohon lanjut usia, serta gangguan teknis sistem yang sesekali terjadi. Kondisi tersebut menunjukkan perlunya evaluasi terhadap kualitas pelayanan IPT berbasis digital. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan Izin Pemakaian Tanah (IPT) melalui website SSW Alfa di Sentra Pelayanan Publik Menur Kota Surabaya dengan menggunakan indikator kualitas layanan publik digital menurut Sá et al. (2017), yang meliputi kualitas manajemen, kualitas layanan, kualitas informasi, dan kualitas teknis. Metode penelitian yang digunakan adalah metode kualitatif dengan pendekatan deskriptif. Data dikumpulkan melalui observasi, wawancara, dokumentasi, serta studi pustaka. Hasil penelitian menunjukkan bahwa pelayanan Izin Pemakaian Tanah (IPT) melalui website SSW Alfa sudah tergolong cukup baik. Hal ini terlihat dari transparansi pelayanan, penerapan prosedur sesuai Standar Operasional Prosedur (SOP), serta kualitas layanan yang andal dan konsisten. Proses pelayanan juga dinilai lebih efisien dibandingkan dengan mekanisme manual sebelumnya dan didukung oleh tersedianya mekanisme pengaduan bagi pemohon. Namun demikian, masih ditemukan beberapa kendala, seperti gangguan teknis sistem yang sesekali terjadi, perbedaan persepsi pemohon terkait estimasi waktu penyelesaian izin, serta keterbatasan akses dan pemahaman bagi pemohon lanjut usia dan 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 melalui penguatan dukungan teknis sistem, kejelasan informasi pelayanan, serta penyediaan pendampingan yang lebih optimal bagi pemohon dengan kebutuhan khusus.

The development of information technology has encouraged local governments to improve the quality of public services through the utilization of digital-based service systems. One form of e-government implementation in the City of Surabaya is the use of the Surabaya Single Window (SSW) Alfa website in licensing services, including Land Use Permit (Izin Pemakaian Tanah/IPT) services administered by the Menur Public Service Center (Sentra Pelayanan Publik/SPP Menur). However, in its implementation, IPT services through SSW Alfa still face several challenges, such as the limited understanding of some members of the public regarding application procedures, the need for assistance for elderly applicants, and occasional technical system disruptions. These conditions indicate the need for an evaluation of the quality of digital-based IPT services. This study aims to describe the quality of Land Use Permit (IPT) services through the SSW Alfa website at the Menur Public Service Center in the City of Surabaya by using the digital public service quality indicators proposed by Sá et al. (2017), which include management quality, service quality, information quality, and technical quality. This research employs a qualitative method with a descriptive approach. Data were collected through observation, interviews, documentation, and literature review. The results of the study indicate that Land Use Permit (IPT) services through the SSW Alfa website are generally categorized as fairly good. This is reflected in service transparency, the implementation of procedures in accordance with Standard Operating Procedures (SOP), and reliable and consistent service quality. The service process is also considered more efficient compared to the previous manual mechanism and is supported by the availability of complaint-handling mechanisms for applicants. Nevertheless, several obstacles remain, including occasional technical system disruptions, differences in applicants’ perceptions regarding estimated permit completion times, as well as limited access and understanding among elderly applicants and persons with disabilities. Therefore, the Menur Public Service Center, in collaboration with the Surabaya City Investment and One-Stop Integrated Services Office (DPMPTSP), needs to further improve service quality by strengthening technical system support, enhancing the clarity of service-related information, and providing more optimal assistance for applicants with special needs.