PENERAPAN STANDAR PELAYANAN PUBLIK MELALUI APLIKASI SIPRAJA (SISTEM PELAYANAN RAKYAT SIDOARJO) DI KANTOR KELURAHAN CELEP

IMPLEMENTATION OF PUBLIC SERVICE STANDARDS THROUGH THE SIPRAJA APPLICATION (SYSTEM SIDOARJO PEOPLE'S SERVICE) AT CELEP SHIELD OFFICE

Pemerintah Kabupaten Sidoarjo berinovasi menciptakan Sistem Pelayanan Rakyat Sidoarjo (SIPRAJA) berbasis online untuk mempermudah proses admnistrasi persuratan. Penelitian ini bertujuan untuk mengetahui pelaksanaan Layanan SIPRAJA terkait pengurusan surat tipe A terdiri dari Surat Keterangan Kelahiran, Surat Keterangan Kematian, Surat Keterangan Tidak Mampu, Surat Keterangan Biodata Penduduk, Surat Keterangan Desa Umum, dan Surat Keterangan Domisili Usaha yang proses verifikasinya dilakukan hanya ditingkat kelurahan. Penelitian ini mengunakan metode deskriptif kualitatif dan Teknik pengambilan data melalui wawancara, obeservasi dan dokumentasi. Fokus penelitian adalah Standar Pelayanan Publik berdasarkan “KEPMENPAN No:63/KEP/M.PAN/2003” yaitu (1) Prosedur Pelayanan yang dibakukan bagi pemberi dan penerima pelayanan termasuk pengaduan (2) Waktu Penyelesaian (3) Biaya Pelayanan (4) Produk Pelayanan pelayanan yang diterima sesuai ketentuan (5) Sarana dan Prasana yang memadai (6) Kompetensi petugas pelayanan harus sesuai kriteria yang ditentukan. Hasil penelitian menunjukkan prosedur pelayanan sudah terlaksana dengan baik tapi masih kurang dipublikasikan dengan baik dan belum ada papan SOP SIPRAJA di Kantor Kelurahan, waktu penyelesaian surat sudah sesuai SOP, pelayanan tidak dipungut biaya, hasil surat sudah sesuai dengan ketentuan, sarana prasaranan kelurahan memadahi, serta kompetensi operator SIPRAJA yang sudah sesuai ketentuan.

The Sidoarjo Regency Government innovates to create an online-based Sidoarjo People's Service System (SIPRAJA) to facilitate the correspondence administration process. This study aims to determine the implementation of SIPRAJA services related to the management of type A letters consisting of Birth Certificates, Death Certificates, Inability Certificates, Resident Biodata Certificates, General Village Certificates, and Business Domicile Certificates whose verification process is carried out only at the kelurahan level. This study uses a qualitative descriptive method and data collection techniques through interviews, observation and documentation. The focus of the research is Public Service Standards based on KEPMENPAN No: 63/KEP/M.PAN/2003, namely (1) Standardized Service Procedures for service providers and recipients including complaints (2) Completion Time (3) Service Fees (4) Service Products received in accordance with the provisions (5) Adequate facilities and infrastructure (6) The competence of service officers must comply with the specified criteria. The results showed that the service procedure had been carried out well but was still not well publicized and there was no SIPRAJA SOP board at the Kelurahan Office, the time for the completion of the letter was in accordance with the SOP, the service was free of charge, the results of the letter were in accordance with the provisions, the village infrastructure was adequate, and SIPRAJA operator competence that is in accordance with the provisions.