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"Perlindungan saksi dan korban merupakan bagian integral dari pelayanan publik yang harus dipenuhi oleh negara kepada masyarakat. LPSK sebagai lembaga yang memiliki mandat utama dalam hari ini sudah semestinya memberikan perlindungan yang inklusif dan menyeluruh kepada seluruh penerima manfaatnya. Namun terkait hal ini, LPSK dihadapi oleh tantangan keterbatasan SDM dan geografis dalam rangka pemenuhan hak saksi dan korban, menghambat kinerja LPSK secara optimal. Untuk itu, LPSK melanggengkan pendekatan perlindungan berbasis komunitas sebagai perpanjangan tangannya untuk menjangkau lebih banyak saksi dan korban lagi. Untuk mempelajari lebih lanjut terkait hal ini, peneliti menggambarkan faktor yang menentukan keberhasilan interaksi antaraktor yang terjalin dalam perlindungan berbasis komunitas tersebut melalui konsep network governance. Penelitian ini dilakukan menggunakan metode post-positivist dengan data yang berasal dari hasil wawancara mendalam dan beberapa studi kepustakaan sebagai data sekunder. Hasil analisis meninjukkan bahwa pada dasarnya kerja-kerja perlindungan telah berjalan dengan baik sebagaimana diamanakan kepada masing-masing aktor. Namun, peningkatan dalam aspek kepercayaan resiprokal, koordinasi, persamaan informasi, dan respon terhadap eksternal masih perlu dilakukan untuk meningkatkan kualitas layanan. Di samping itu, disimpulkan juga model jaringan yang terbentuk dalam penelitian ini adalah shared-governance namun sebagai upaya perbaikan model lead-organization dapat menjadi pilihan untuk diterapkan.

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Witness and victim protection is an integral part of public services that must be fulfilled by the state to the community. LPSK as an institution that has the main mandate on this day should provide inclusive and comprehensive protection to all beneficiaries. However, in this regard, LPSK is faced with the challenges of limited human resources and geography in order to fulfill the rights of witnesses and victims, hampering the optimal performance of LPSK. For this reason, LPSK perpetuates a community-based protection approach as an extension of its arm to reach out to more witnesses and victims. To learn more about this, the researcher describes the factors that determine the success of interactions between actors in community-based protection through the concept of network governance. This research was conducted using a post-positivist method with data derived from in-depth interviews and several literature studies as secondary data. The results of the analysis show that basically the protection work has been running well as mandated to each actor. However, improvements in the aspects of reciprocal trust, coordination, information equality, and external response still need to be made to improve service quality. In addition, it is also concluded that the network model formed in this study is shared-governance but as an effort to improve the lead-organization model can be an option to be applied. "

"Penyelenggaraan pelayanan pengaduan merupakan upaya yang dilakukan pemerintah dalam meningkatkan kualitas pelayanan publik. Dibutuhkan adanya pelayanan publik yang berkualitas guna meningkatkan kualitas pelayanan publik. Salah satu pelayanan pengaduan yang berlaku secara nasional adalah SP4N-LAPOR!. SP4NLAPOR! merupakan layanan yang penting karena menjembatani masyarakat dengan pemerintah dalam hal peningkatan kualitas pelayanan publik. Namun, terdapat permasalahan dalam penyelenggaraan SP4N-LAPOR!, seperti penyelesaian aduan yang kurang maksimal, respon petugas yang hanya bersifat normatif, lamanya proses penyelesaian aduan, kurangnya komitmen pimpinan, dan kurangnya kualitas aplikasi. Oleh karena itu, penelitian ini bertujuan untuk mengukur kualitas pelayanan pengaduan SP4N-LAPOR! di Kabupaten Tangerang, Kota Bandung, dan Kota Jakarta Pusat dari sudut pandang masyarakat dengan menggunakan teori Better Practice Guide to Complaint Handling oleh Commonwealth of Australian Ombudsman (2009). Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data menggunakan metode campuran. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan pengaduan SP4N-LAPOR! menurut perspektif masyarakat Kabupaten Tangerang, Kota Bandung, dan Kota Jakarta Pusat cukup baik. Namun, terdapat beberapa hal yang harus diperbaiki seperti durasi penanganan aduan, fitur khusus untuk masyarakat yang memiliki keterbatasan, kendala-kendala teknis dalam aplikasi dan website, kelengkapan informasi terkait instansi yang menangani aduan, dan peningkatan pelayanan petugas SP4N-LAPOR!.

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The implementation of complaint handling services is a government effort to improve the quality of public services. High-quality public services are necessary to enhance overall service delivery. SP4N-LAPOR! is a national complaint handling system that connects the public with the government to improve service quality. However, there are issues in SP4N-LAPOR!'s implementation, such as incomplete complaint resolution, generic responses from employees, slow resolution processes, lack of leadership commitment, and poor application quality. This study aims to measure the quality of SP4N-LAPOR!'s complaint handling services in Kabupaten Tangerang, Kota Bandung, and Kota Jakarta Pusat from the public's perspective, using the Better Practice Guide to Complaint Handling by the Commonwealth of Australian Ombudsman (2009). This research uses a quantitative approach with mixed methods for data collection. The results show that the quality of SP4N-LAPOR!'s complaint handling services is generally good according to the public in these areas. However, improvements are needed in areas such as complaint handling duration, features for people with disabilities, technical issues in the application and website, completeness of information about the agencies handling complaints, and the responsiveness and professionalism of SP4N-LAPOR! employees."

"Reformasi birokrasi dibutuhkan untuk meningkatkan kualitas pelayanan publik. Sejalan dengan itu Indonesia kembali mengembangkan sistem desentralisasi sehingga daerah dapat berinovasi sesuai kebutuhannya, tidak terkecuali Kota Surakarta. Dalam meningkatkan pelayanan, Pemkot Surakarta melaksanakan program revitalisasi pasar tradisional dan penataan PKL. Berdasarkan kondisi tersebut, penelitian ini bertujuan menganalisis praktik kedua program tersebut di Surakarta menurut model Sound Governance. Penelitian ini menggunakan pendekatan positivist dengan teknik pengumpulan data campuran. Teknik analisis data univarian dengan deskriptif-analitik pada variabel inovasi sektor publik. Hasil penelitian menunjukan bahwa menurut model sound governance, praktik program revitalisasi pasar tradisional dan penataan PKL, belum sepenuhnya memberikan kebermanfaatan kepada para pedagang.

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Bureaucratic reform is needed to improve the quality of public services. In line with those situation, Indonesia develop again the system of decentralization so that the region can innovate according to necessity, Surakarta is not exception. In improving services, the government of Surakarta implement revitalization of traditional market and management of street vendors.

Based on these conditions, this research aims to analyze the programs in Surakarta. This research use positivist approach and mix of data collection technique. Data analysis techniques is univarian with descriptive-analytic variables public sector innovation.

The result of this research show that according sound governance model, the practice of traditional markets revitalization and street vendor management innovation programme do not give benefits to traders."

"All states have mechanism procedure to promote or guarantee their civil services' accountability . Reform era era with the improvement of democracy has provided a new expectation to have accountability practices of public administrators in Indonesia. Other factors including donor countries such as UNDP and world Bank have forced Indonesia to reorganize its bureaucracy system in particularly its public services to materialize practices of good governance. Moreover, the movement of democracy values, global human right issues, and strong demands for local autonomy has encourage a wide accountability; it is not only evaluated internally but also externally, that is social accountability in performing public services."

"Tesis ini membahas mengenai Manajemen Pelayanan Publik pada Program Layanan Rakyat untuk Sertifikasi Tanah (LARASITA) di Kantor BPN Kota Depok dan Jakarta Barat. Penelitian ini menggunakan teori segitiga pelayanan dari Albrecht dan Zemke dalam melakukan analisis manajemen pelayanan terhadap faktor strategi, Sumber Daya Manusia, dan Sistem. Penelitian ini menggunakan paradigma Positivis dengan metode penelitian mix method. Teknik Pengumpulan data secara kualitatif dilakukan dengan wawancara mendalam terhadap informan yang ditentukan dengan purposive sampling sedangkan untuk data kuantitatif dilakukan dengan pemberian kuesioner yang dilakukan dengan accidental sampling. Berdasarkan penelitian ini terdapat perbedaan dalam manajemen pelayanan publik pada program Larasita yang dijalankan di Kantor BPN Kota Depok dan Jakarta Barat. Program Larasita di BPN Kota Depok ditemukan berbagai masalah sedangkan Program Larasita di BPN Jakarta Barat berjalan dengan sangat baik.

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This thesis discusses the Public Service Management in People?s Service for Land Certification Program (LARASITA) at National Land Agency (BPN) Depok and West Jakarta City Office. This study uses a Service triangle theory of Albrecht and Zemke there is three factors of service management based on this theory; Strategy, Human Resources, and Systems.

This study used the positivist paradigm and the research methods is mix method. Data collection technique in qualitative use in-depth interviews conducted with informants were determined by purposive sampling while quantitative data conducted by questionnaires conducted with accidental sampling.

Based on this study there is a difference in public service management application in Larasita programs that run at BPN Depok and West Jakarta Office. Larasita Program at BPN Depok office found numerous problems while Larasita Program at BPN west Jakarta office going so well."

"The particular goal of this research is know explicitly the empirical description on " The Influence of Government Culture and Government Organization to Performance of Local Government in service to society" location of this research was done in Province of DKI Jakarta with basic consideration as a region which is full of problem espicially on government issues to be researched. Main problem of the research was how is the influence of government culture and government organization of local government in service implementation to society done by The Service Sectors of DKI Jakarta Prpvince in giving service to community as a policy option of local government responsibility to overcome various social problem espicially unemployment proverty, defile settlement, disorder, traffic jam and population density which are raising ore in province of DKI Jakarta . This research used theories of government culture, government organization, local government performance and community service. Based on those theories it was designed by using quantitative methods with survey research based on research object. The result of the research was tasted by using Pah Analysis Formula developed by Swall Wright with data nalysis strategy using Linear Structure relations (LISREL). The result showed that empirically, government culture and government organization were partially or collectively in influenced the performance of local government, is the performance of Dinas in service implementation to society because government culture is still oriented to power culture , not service culture oriented. Moreover, it's influenced by very hierarchical government organization design with procedural job pattern had caused slow responsive and responsibility of government in overcoming the problems appear in community. Slow responsibility of local government performance to various issues appears in society caused the degree of trust and participation of society are getting lower to local government."

"Penelitian ini dimaksudkan untuk menjawab sejauh mana pelanggan internal, yakni staf BPHN merasa puas dengan pelayanan situs ini. Penelitian dilakukan dengan metode survei yang melibatkan 48 responden, dengan mendapatkan persepsi mereka terkait tujuh dimensi eservice sebagaimana diutarakan Parasuman.Guna memperdalam temuan, penelitian ini juga diperluas dengan melihat persepsi para pengelola sendiri terkait proses kerja di lingkungan PDE dengan menggunakan kerangka Malcolm Baldrige. Metode Penelitian menggunakan tehnik analisis deskriptif, dan pengambilan sampel secara random. Dari penelitian ini dihasilkan suatu wacana

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Agency for National Legal Development (BPHN) is an agency under the Justice and Human Rights Ministry which one of its main duties is to inform public on the law and other government's regulations using some channels or medium, among them is through a website named www.bphn.go.id, which is managed by Pengelola Data Elektronik (PDE) unit. Beside used by the public, the information provided in the website is also used by the internal staff of BPHN to support their jobs. As a service, the management of the website should consider the satisfaction of its customers.This research aims is to find out the customer?s perception of internal staff of BPHN toward the service along with seven dimension of electronic service quality (E-Servqual) as proposed by Parasuman, et al. Respondent, which total are 48, is asked to rate any items related to the seven E-Servqual dimension using a five-point Likert scale ranging from (1) strongly disagree to (5) strongly agree.The result of the research finds that customer is satisfied with the service. When the result is converted to four quality category of public service as stated in the State Minister for Administrative Reforms Minister?s Instruction number 25/2004 (complete name please provided), in general the quality of the service is good."

"Tesis ini membahas Kualitas Pelayanan Publik di Unit Pelayanan Terpadu Satu Atap Kota Administrasi Jakarta Utara. Penelitian ini adalah penelitian kualitatif dengan menggunakan Metode SERVQUAL untuk mengukur kualitas pelayanan dari sektor penyedia layanan dan penerima layanan. Hasil penelitian menyimpulkan bahwa pelayanan perizinan di Unit Pelayanan Terpadu belum optimal dan menyarankan perlu dilakukan perbaikan terhadap faktor kepastian waktu penyelesaian perizinan, ketepatan buka/tutup loket dan kecepatan petugas pelayanan menghadapi permintaan pelanggan. Dengan melakukan peningkatan terhadap sumber daya manusia dan peralatan pendukung serta melakukan kajian dan evaluasi terhadap prosedur pelayanan saat ini untuk menciptakan Pelayanan perizinan yang lebih cepat, mudah dan murah.

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This thesis discribed about Public Service Quality at One Gate Integrated Service Unit in North Jakarta Distric Administration. The research?s type is qualitative research with SERVQUAL method for measuring quality of service providers and customers. The result of this research is One Gate Integrated Service has not been optimum yet and there are some recommendations given such as: service time frame, counter working hour, and customer service responsiveness. By developing human resource management, supporting instruments, and doing evaluation research based on existing basic procedure in order to create faster, easier, and cheaper of public services."

"Berawal dari program One Agency, One Innovation yang diusung oleh Kementerian PANRB guna meningkatkan optimalisasi pelayanan publik melalui inovasi maka dari itu dibentuklah program Kompetisi Inovasi Pelayanan Publik (KIPP) untuk meningkatkan daya saing pemerintah dalam menciptakan inovasi. Dari banyaknya proposal inovasi yang masuk ke Sistem Inovasi Pelayanan Publik (SINOVIK) belum ada pengawasan lebih lanjut mengenai keberlangsungan inovasi setelah berhasil mendapatkan Top 99 Inovasi Pelayanan Publik. Dari banyaknya proposal inovasi, tujuan penelitian ini adalah untuk menganalisis komponen inovasi pelayanan publik guna mengetahui arah perkembangan bangsa selanjutnya dengan menggunakan teori framework public service innovation dari Pratama (2019). Selain itu, penelitian ini juga bertujuan untuk menganalisis faktor keberlanjutan inovasi pelayanan publik dengan menggunakan teori sustainability innovation oleh Pradana, Susanto, dan Kumorotomo (2022). Penelitian ini menggunakan pendekatan post-positivist dengan teknik pengumpulan data kualitatif melalui wawancara mendalam, data sekunder, dan studi kepustakaan. Hasil penelitian ini memperlihatkan bahwa komponen inovasi pelayanan publik terdiri dari Inovator, Kategori Inovasi, Hasil Inovasi, Sektor Kebijakan, dan Perspektif Geografis. Serta pada faktor keberlanjutan inovasi menunjukkan bahwa terdapat 4 faktor yang mempengaruhi keberlanjutan, yaitu faktor konteks politik, manajemen publik, karakteristik inovasi, dan lingkungan eksternal. Oleh karena itu, perlu adanya pertimbangan lebih lanjut mengenai dampak yang dihasilkan inovasi terhadap keberlanjutannya.

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Starting from the One Agency, One Innovation program promoted by the Ministry of State Apparatus Utilization and Bureaucratic Reform to increase the optimization of public services through innovation, the Public Service Innovation Competition (KIPP) program was formed to increase the government's competitiveness in creating innovation. Of the many innovation proposals submitted to the Public Service Innovation System (SINOVIK), there has been no further monitoring regarding the sustainability of the innovation after successfully obtaining the Top 99 Public Service Innovations. Of the many innovation proposals, the aim of this research is to analyze the components of public service innovation in order to determine the direction of the nation's further development using the public service innovation framework theory from Pratama (2019). Apart from that, this research also aims to analyze the sustainability factors of public service innovation using the theory of sustainable innovation by Pradana, Susanto, and Kumorotomo (2022). This research uses a post-positivist approach with qualitative data collection techniques through in-depth interviews, secondary data and literature study. The results of this research show that the public service innovation component consists of Innovators, Innovation Category, Innovation Results, Policy Sector, and Geographical Perspective. And the innovation sustainability factor shows that there are 4 factors that influence sustainability, namely political context factors, public management, innovation characteristics, and the external environment. Therefore, there needs to be further consideration regarding the impact that innovation has on its sustainability."

"Berbagai kasus keimigrasian menunjukkan bahwa untuk meminimalisir timbulnya permasalahan, ketentuan hukum yang diatur tetap memerlukan pelayanan yang efektif, oleh karena itu peningkatan pelayanan paspor di bidang keimigrasian juga mengharuskan warga negara Indonesia untuk menyelenggarakannya. Melalui aplikasi M-Passport Indonesia saat ini telah menerapkan sistem administrasi dan antrian online sesuai dengan sistem Pelayanan Terpadu Satu Pintu. Hal ini memungkinkan penyelesaian prosedur pelayanan paspor dalam tiga hari dan hanya membutuhkan dua kali perjalanan ke kantor imigrasi.Studi ini bertujuan untuk mengevaluasi apakah pelaksanaan M- Passport pada Kantor Imigrasi Jakarta Timur telah sesuai dengan Undang- Undang yang berlaku yaitu UU No. 25 Tahun 2009 atau tidak. Metode penelitian yang diterapkan adalah doktrinal dengan melalui teori teori yang ada serta pengumpulan data melalui wawancara. Penelitian ini mengadopsi teori yang diprakarsai oleh Harvard JFK School of Government Temuan dari penelitian ini menunjukkan bahwa secara keseluruhan, pelayanan e-Government dalam pembuatan paspor di Kantor Imigrasi Kelas I Jakarta Timur telah cukup efektif. Meskipun demikian, terdapat sejumlah hambatan yang perlu diperhatikan. dapat diatasi oleh pemerintah dengan memperluas kapasitas sistem secara teknis untuk menampung lebih banyak permohonan secara berkala. Hal ini memungkinkan implementasi sistem penjadwalan antrian yang lebih efisien dan transparan, sehingga pengguna mendapatkan waktu yang tepat untuk pengajuan paspornya.

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Through the Online Passport application, Indonesia has now implemented an online administration and queue system in accordance with the One Stop Integrated Service system. This makes it possible to complete the passport service procedure in just three days and only requires two trips to the immigration office. This study aims to evaluate and explain whether the implementation of the M-Passport at the East Jakarta Class I Immigration Office is in accordance with applicable laws, namely the Law No. 25 of 2009 or not. The research method applied is doctrinal using existing theories and data collection through interviews. This research adopts the theory initiated by Harvard JFK School of Government by Indrajit. The findings from this research show that overall, e-Government services in making passports at the East Jakarta Class I Immigration Office have been quite effective. However, there are still a number of obstacles that need to be considered. The government can overcome this by expanding the system's technical capacity to accommodate more requests on a regular basis. This allows the implementation of a more efficient and transparent queue scheduling system, ensuring users get the right time to apply for their passport."