IMPLEMENTASI STANDAR OPERASIONAL PROSEDUR (SOP) PELAYANAN MASYARAKAT DI KANTOR KELURAHAN TANAMODINDI KOTA PALU

Abstract

Masyitha Hakim Stambuk MM 24.04.10.034, Implementation of Standard Operating Procedures (SOPs) for Public Services at the Tanamodindi Village Office, Palu City, supervised by Rudin. M. and I Nyoman Swedana. The objectives of this study were (1) to determine and analyze the implementation of Standard Operating Procedures (SOPs) for Public Services at the Tanamodindi Village Office, Palu City. (2) to determine and analyze the factors hindering the implementation of Standard Operating Procedures (SOPs) for Public Services at the Tanamodindi Village Office, Palu City. (3) to determine and analyze the supporting factors for the implementation of Standard Operating Procedures (SOPs) for Public Services at the Tanamodindi Village Office, Palu City. This study was a qualitative study with 5 informants. Data collection consisted of observation, interviews, and documentation. The results of the study concluded that (1) the implementation of Standard Operating Procedures (SOPs) for Public Services at the Tanamodindi Village Office, Palu City has been running well. (2) Inhibiting factors for the implementation of Standard Operating Procedures (SOPs) for Public Services at the Tanamodindi Sub district Office in Palu City are: (a) Limited Human Resources, (b) Lack of SOP Socialization, (c) Inadequate Facilities and Infrastructure, (d) Insufficient Continuous Supervision and Evaluation, (e) Low Level of Public Awareness. (3) Supporting factors for the implementation of Standard Operating Procedures (SOPs) for Public Services at the Tanamodindi Sub district Office in Palu City are: (a) Clear and Written Service SOPs, (b) Commitment of Sub-district Leaders, (c) Cooperation and Coordination between Civil Servants, (d) Availability of Supporting Facilities and Infrastructure, (e) Experience and Competence of Apparatus, (f) Support for Regional Government Policy, and (g) Community Participation and Cooperation.

Keywords: Implementation, Standard Operating Procedures and Services