Strategi Dalam Peningkatan Pelayanan Publik Melalui Layanan Online Single Submission (OSS) Di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Sidoarjo (Studi Kasus Pelayanan Perizinan Berusaha)

Strategy in Improving Public Services through Online Single Submission (OSS) at the Sidoarjo Integrated Licensing Service Agency (DPMPTSP) (Case Study of Service of Business Licensing)

Strategi penerapan e-government merupakan salah satu usaha pemerintah Indonesia dalam mengatasi citra pelayanan publik yang kurang di mata masyarakat. Citra pelayanan publik yang kurang di mata masyarakat berupa pelayanan yang tidak efektif dan efisien waktu. Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Sidoarjo menerapkan layanan Online Single Submission untuk pelayanan perizinan. Dalam layanan Online Single Submission terdapat banyak jenis pelayanan yang disajikan, salah satunya adalah Nomor Induk Berusaha. Penelitian ini memiliki tujuan untuk mendeskripsikan strategi dalam peningkatan pelayanan publik melalui layanan Online Single Submission (OSS) di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Sidoarjo. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif. Fokus penelitian menggunakan teori strategi e-government menurut Napitupulu dkk., (2020). Teknik pengumpulan data menggunakan metode wawancara, observasi, dan dokumentasi. Hasil penelitian menunjukkan bahwa strategi e-government yang dilakukan oleh DPMPTSP Kabupaten Sidoarjo sudah berjalan dengan baik, hal ini dibuktikan dari adanya pelatihan pegawai, pengadaan kegiatan sosialisasi, peningkatan kualitas dan kuantitas layanan, peningkatan kualitas jaringan dan peningkatan komitmen pemimpin. Namun masih terdapat beberapa kendala seperti fitur riwayat pengajuan dokumen yang belum ada dan informasi terkait prosedur pelayanan yang belum ditambahkan. Adapun saran dari peneliti yaitu memberikan pelatihan pegawai service excellent, menambah sosial media agar informasi masyarakat dapat lebih mudah diakses, melakukan pengecekan data aduan kritik dan saran secara rutin, menyediakan koneksi internet cadangan, menerapkan tipe kepimpinan yang sesuai.

Kata Kunci: Strategi Pelayanan Publik, Online Single Submission, Nomor Induk Berusaha.

The strategy of implementing e-government is one of the Indonesian government's efforts to overcome the poor image of public services in the eyes of the public. The image of public services that is lacking in the eyes of the community is in the form of services that are not effective and time efficient. The Sidoarjo Regency Investment and One-Stop Integrated Service Office implements Online Single Submission services for licensing services. In the Online Single Submission service, there are many types of services presented, one of which is the Business Identification Number. This study aims to describe strategies in improving public services through Online Single Submission (OSS) services at the Sidoarjo Regency One-Stop Investment and Integrated Services Office. This research uses descriptive research with a qualitative approach. The research focus uses the theory of e-government strategy according to Napitupulu et al. (2020). Data collection techniques used interviews, observation, and documentation methods. The results showed that the e-government strategy carried out by DPMPTSP Sidoarjo Regency has been running well, this is evidenced by the existence of employee training, procurement of socialization activities, improving the quality and quantity of services, improving network quality and increasing leader commitment. However, there are still some obstacles such as the missing document submission history feature and information related to service procedures that have not been added. The suggestions from researchers are to provide service excellent employee training, add social media so that public information can be more easily accessed, check data on criticism and suggestions regularly, provide backup internet connections, apply the appropriate type of leadership.

Keywords: Public Service Strategy, Online Single Submission, Business Identification Number.