PROGRAM PELAYANAN ADMINISTRASI PUBLIK DI MASA PANDEMI COVID-19 DI KANTOR KEPALA DESA SAMPALI

Abstract

i ABSTRAK Program Pelayanan Administrasi Publik Di Masa Pandemi Covid-19 Di Kantor Kepala Desa Sampali Penelitian ini bertujuan untuk mengetahui bagaimana proses pelaksanaan pelayanan administrasi publik di Kantor Kepala Desa Sampali. Jadi, Pemerintah Desa Sampali dalam memberikan pelayanan administrasi publik dengan menggunakan sebuah program yaitu pelayanan prima. Pelayanan prima merupakan pelayanan yang sangat efisien dalam menyelesaikan kepentingan publik. Penelitian ini adalah penelitian deskriptif dengan menggunakan pendekatan kualitatif. Teknik pengumpulan data dilakukan dengan teknik observasi, wawancara dan dokumentasi. Adapun informan dalam penelitian ini sebagai sumber informasi sesuai yang dibutuhkan peneliti dilapangan adalah terdiri dari 10 orang, yaitu : 1 orang (Kepala Desa) dan 1 orang (Sekretaris Desa) sebagai Informan Kunci, 4 orang petugas pelayanan di Kantor Kepala Desa Sampali dan 4 orang pengguna jasa pelayanan di Kantor Kepala Desa Sampali sebagai informan pendukung. Analisa data dilakukan dengan reduksi data (data reduction), penyajian data (data display), dan pengambilan kesimpulan (verification). Dari hasil penelitian bahwa pelayanan prima di Kantor Kepala Desa Sampali dengan berdasarkan indikator pelayanan prima 6A, kemampuan (abilty), sikap (attitude), penampilan (appearance), perhatian (attention), tindakan (action), dan tanggungjawab (accountability) dapat berjalan secara efisien dan efektif sehingga memberikan kepuasan kepada masyarakat. Masyarakat juga ikut serta dalam mendukung setiap kebijakan yang diberikan pemerintah Desa Sampali. Kata kunci : Pelayanan Prima, Desa Sampali. ii ABSTRACT This study aims to determine how the process of implementing public administration services at the Sampali Village Head Office. So, the Sampali Village Government in providing public administration services using a program, namely excellent service. Excellent service is a service that is very efficient in solving the public interest. This research is a descriptive research using a qualitative approach. Data collection techniques were carried out by observation, interview and documentation techniques. The informants in this study as a source of information as needed by researchers in the field consisted of 10 people, namely: 1 person (Village Head) and 1 person (Village Secretary) as Key Informants, 4 service officers at the Sampali Village Head Office and 4 people service users at the Sampali Village Head Office as supporting informants. Data analysis is done by data reduction (data reduction), data presentation (data display), and conclusion (verification). From the results of the study that excellent service at the Sampali Village Head Office based on the 6A excellent service indicators, ability, attitude, appearance, attention, action, and accountability can work. efficiently and effectively so as to provide satisfaction to the community. The community also participates in supporting every policy given by the Sampali Village government. Keywords: Excellent Service, Sampali Village.