OPTIMALISASI PELAYANAN ADMINISTRASI PERSURATAN DI KANTOR KELURAHAN NGLAMES KECAMATAN MADIUN KABUPATEN MADIUN
DOI:
https://doi.org/10.33061/jp.v14i2.12531Abstract
Hasil penelitian menunjukkan bahwa pelayanan administrasi di Kantor Kelurahan Nglames Kecamatan Madiun secara umum sudah cukup optimal, dengan reliabilitas yang baik, daya tanggap petugas yang memadai, dan empati yang tinggi terhadap masyarakat. Pelayanan administrasi dijalankan dengan prosedur yang jelas dan bukti fisik yang terorganisir dengan baik. Namun, masih ada ruang untuk perbaikan, terutama dalam meningkatkan kecepatan dan ketepatan waktu, transparansi, serta sosialisasi prosedur kepada masyarakat agar pelayanan dapat lebih optimal dan memenuhi harapan warga. Hambatan dalam optimalisasi pelayanan administrasi persuratan di Kelurahan Nglames meliputi keterbatasan jumlah petugas yang menyebabkan antrian panjang dan pelayanan yang kurang efisien, infrastruktur yang kurang memadai terutama dalam teknologi yang memperlambat proses administrasi, kurangnya pemahaman masyarakat tentang prosedur yang berlaku, komunikasi yang kurang efektif antara petugas dan masyarakat, serta tingginya jumlah permohonan yang menyebabkan beban kerja berlebihan bagi petugas.
Kata Kunci : Reliability, daya tanggap, jaminan, empati, bukti fisik dalam Pelayanan Administrasi Persuratan
ABSTRACT
The results of the study indicate that administrative services at the Nglames Village Office, Madiun District, are generally quite optimal, with good reliability, adequate responsiveness of officers, and high empathy towards the community. Administrative services are carried out with clear procedures and well-organized physical evidence. However, there is still room for improvement, especially in increasing speed and timeliness, transparency, and socialization of procedures to the community so that services can be more optimal and meet residents' expectations. Obstacles in optimizing administrative services for correspondence in Nglames Village include the limited number of officers which causes long queues and inefficient services, inadequate infrastructure, especially in technology which slows down the administrative process, lack of public understanding of applicable procedures, ineffective communication between officers and the community, and the high number of requests which causes excessive workload for officers.
Keywords: Reliability, responsiveness, assurance, empathy, physical evidence in Administrative Letter Services
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Copyright (c) 2025 Dyah Ayu Purnamasari, Joko Pramono, Aris Tri Haryanto
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