Manajemen Pelayanan Publik Program Padat Karya Pada Masyarakat Berpenghasilan Rendah (MBR) Tentang Program Padat Karya Di Kota Surabaya (Studi di Kecamatan Karang Pilang, Kota Surabaya)

Public Service Management Of The Cash Or Work Program For Low Income Communities (A Study of the Cash for Work Program in Karang Pilang District, Surabaya City)

ABSTRAK Manajemen Pelayanan Publik Program Padat Karya Pada Masyarakat Berpenghasilan Rendah (MBR) (Studi di Kecamatan Karang Pilang, Kota Surabaya) Nama : Ardhy Wicahyo NIM : 23080574447 Program Studi : S1 Manajemen Fakultas : Ekonomika dan Bisnis Lembaga : Universitas Negeri Surabaya Dosen Pembimbing : Dr. Dwiarko Nugrohoseno, S.Psi, M.M. Program Padat Karya di Kota Surabaya bertujuan untuk mengurangi dan menekan angka kemiskinan di Kota Surabaya, program ini sudah berkembangsangat pesat di Tahun 2024, terutama di Kecamatan Karang Pilang, sudah 52,2 % keluarga Miskin mendapatkan program padat karya. Dalam penerapannya, tentu tidak mudah sehingga di lapangan ditemukan beberapa masalahmasalah terkait implementasi Program Padat Karya yang tersalurkan tersebut. Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis implementasi manajemen pelayanan publik dalam Program Padat Karya yang ditujukan kepada Masyarakat Berpenghasilan Rendah (MBR) di Kecamatan Karang Pilang, Kota Surabaya. Penelitian ini dilatarbelakangi oleh meningkatnya angka kemiskinan dan pengangguran akibat pandemi Covid-19, yang mendorong pemerintah kota untuk menjalankan program padat karya sebagai strategi pemberdayaan dan pemulihan ekonomi warga miskin. Pendekatan yang digunakan adalah kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, dokumentasi, dan wawancara mendalam kepada 12 informann utama yang terdiri ix dari aparat pemerintah, koordinator program, ketua RW, dan penerima manfaat. Penelitian ini menggunakan lima indikator utama dalam menilai manajemen pelayanan publik, yaitu: kualitas pelayanan, kepuasan masyarakat, efektivitas dan efisiensi, aksesibilitas dan keterbukaan, serta akuntabilitas. Hasil penelitian menunjukkan bahwa secara umum implementasi program telah berjalan cukup baik, ditandai dengan responsivitas petugas, transparansi penggunaan anggaran, serta peningkatan produktivitas kerja warga penerima manfaat. Namun, ditemukan pula sejumlah kendala, antara lain keterbatasan alat kerja, kurangnya pendampingan lanjutan, dan rendahnya keberlanjutan usaha. Sekitar 8 dari 60 penerima manfaat diketahui tidak melanjutkan usahanya karena kendala modal dan ketidakmampuan bersaing di pasar. Salah satu penerima, Eka Erni, menyampaikan bahwa modal yang diterima habis digunakan untuk kebutuhan sehari-hari, dan usahanya tidak berlanjut. Penelitian ini menyimpulkan bahwa keberhasilan manajemen pelayanan publik dalam program padat karya sangat dipengaruhi oleh konsistensi pelaksanaan, partisipasi masyarakat, dan dukungan kelembagaan. Diperlukan penguatan aspek pendampingan, evaluasi berkala, dan kebijakan keberlanjutan agar program benar-benar mampu mengentaskan kemiskinan secara jangka panjang. Kata Kunci: Manajemen Pelayanan Publik, Program Padat Karya, Masyarakat Berpenghasilan Rendah, Kecamatan Karang Pilang

ABSTRACT Public Service Management Of The Cash Or Work Program For Low Income Communities (A Study of the Cash for Work Program in Karang Pilang District, Surabaya City) Name : Ardhy Wicahyo Student ID : 23080574447 Study Program : Bachelor of Management Faculty : Economics and Business Institution : Universitas Negeri Surabaya Supervisor : Dr. Dwiarko Nugrohoseno, S.Psi, M.M. The Cash-for-Work Program in Surabaya City aims to reduce and alleviate poverty among its residents. By 2024, the program has significantly progressed, particularly in Karang Pilang District, where 52.2% of lowincome families have benefited from this initiative. However, the implementation in the field has not been without challenges, as several issues have arisen in the distribution and execution of the program. This study aims to describe and analyze the implementation of public service management in the Cash-for-Work Program targeted at LowIncome Communities (MBR) in Karang Pilang District, Surabaya City. The background of this research stems from the rising rates of poverty and unemployment following the Covid-19 pandemic, which prompted the local government to launch the program as a strategy for community empowerment and economic recovery. This research employs a qualitative descriptive approach, using data collection techniques such as observation, documentation, and in-depth interviews with 12 key informannts, including government officials, program coordinators, neighborhood heads (RW), and program beneficiaries. This study uses five main indicators to assess public service management: service quality, community satisfaction, effectiveness and xi efficiency, accessibility and transparency, and accountability. The findings indicate that, overall, the program has been implemented fairly well, as evidenced by responsive staff, transparent budget management, and increased productivity among beneficiaries. Nevertheless, several obstacles were identified, including limited work tools, lack of follow-up assistance, and low business sustainability. Approximately 8 out of 60 program beneficiaries were unable to continue their businesses due to insufficient capital and lack of market competitiveness. One of the beneficiaries, Eka Erni, reported that the initial capital was spent on daily living needs, causing her juice business to cease operations. The study concludes that the success of public service management in the Cash-for-Work Program is greatly influenced by consistent implementation, community participation, and institutional support. Strengthening aspects such as mentoring, periodic evaluation, and sustainability policies is essential to ensure the long-term impact of the program in alleviating poverty. Keywords: Public Service Management, Cash-for-Work Program, LowIncome Communities, Karang Pilang District