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"Pemerintah saat ini sedang mengimplementasikan program pembangunan pengembangan Teknologi Informasi dan Komunikasi atau disebut dengan istilah sistem e-government berdasarkan Peraturan Presiden No. 95 Tahun 2018 tentang Sistem Pemerintahan Berbasis Elektronik (SPBE). Badan Pengawasan Keuangan dan Pembangunan (BPKP) sebagai auditor internal pemerintah, merupakan salah satu instansi pemerintah yang saat ini sedang menerapkan SPBE dimana dalam melaksanakan proses bisnis manajemennya mulai beralih dari pendekatan konvensional menuju pendekatan berbasis teknologi informasi. BPKP memiliki unit TI yaitu Pusat Informasi Pengawasan (Pusinfowas) yang bertanggungjawab dalam pengelolaan teknologi informasi dalam menunjang dan mewujudkan fungsinya di bidang pengawasan. Saat ini Pusinfowas mempunyai layanan TI untuk mendukung dan melayani unit kerja BPKP. Tetapi, kondisi layanan TI di BPKP belum berjalan optimal dengan adanya keluhan yang dirasakan pegawai-pegawai terkait layanan TI tersebut. Berdasarkan hal tersebut, penelitian ini bertujuan melakukan evaluasi tingkat kapabilitas layanan TI di BPKP dengan menggunakan kerangka kerja gabungan ITIL V3 2011 dan COBIT 5. Kerangka kerja COBIT 5 digunakan untuk mengukur tingkat kapabilitas proses-proses manajemen layanan TI dan dilakukan pemetaan dengan kerangka kerja ITIL V3 2011 dalam memilih proses-proses yang akan diukur. Pengukuran tingkat kapabilitas menggunakan Process Assessment Model (PAM) yang dilakukan terhadap 12 proses relevan. Hasil pengukuran menunjukkan bahwa 8 proses yang berada pada kapabilitas tingkat 1 (performed) dan 4 proses lainya masih berada pada kapabilitas tingkat 0 (incomplete). Setelah dilakukan pengukuran 12 proses domain, dilakukan pengukuran gap antara kapabilitas saat ini (as-is) dengan kapabalitas harapan dari manajemen TI (to-be) sebagai referensi rekomendasi perbaikan layanan TI berdasarkan ITIL V3 dan COBIT 5.

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The government is currently implementing an Information and Communication development program called the e-government system based on Presidential Regulation No. 95 of 2018 concerning Electronic-Based Government Systems (SPBE). The Financial and Development Supervisory Agency (BPKP) as the government's internal auditor, is one of the government agencies that is currently implementing SPBE, which is in the process of implementing its business management. BPKP has an IT unit that is the Supervision Information Center (Pusinfowas) which is responsible for managing information technology in supporting and realizing its functions in the field of supervision. Currently Pusinfowas has IT services to support and serve BPKP work units. However, the condition of IT services at BPKP has not been optimal due to complaints received by employees related to IT services.

Based on this, this study discusses the capabilities of IT services at BPKP using the combined work of ITIL V3 2011 and COBIT 5. The COBIT 5 framework is used to measure the capability level of IT service management processes and is carried out with the help of ITIL V3 2011 framework in selecting selected processes. Capability level measurements using the Process Assessment Model (PAM) conducted on 12 relevant processes. The measurement results show that 8 processes that correspond to capability level 1 (carried out) and 4 other processes still depend on capability level 0 (incomplete). After measuring 12 domain processes, measuring the gap between current capabilities (as is) with the expected capability of IT management (to come) as a reference for improving IT services based on ITIL V3 and COBIT 5."

"Promoter merupakan visi terwujudnya Polri yang profesional, modern, dan terpercaya. Dengan adanya visi program promoter tersebut diharapankan bisa mewujudkan pelayanan publik modern yang semakin memudahkan masyarakat dalam menyelesaikan berbagai keperluan administrasi di kepolisian. Dengan adanya perkembangan teknologi seperti sekarang ini, pelayanan pembuatan SKCK secara online diklaim telah ikut mensukseskan visi program promoter kepolisian republik Indonesia. Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif, pemilihan narasumber dengan teknik purposive sampling. Lokasi penelitian di Seksi Yanmin Direktorat Intelijen Keamanan Polda Metro Jaya. Hasil Penelitian ini adalah Pertama, Tujuan dan sasaran dari kebijakan SKCK online antara lain meliputi: (1) Mempermudah akses masyarakat mendapatkan informasi (2) Transparansi secara regulasi, prosedur, dan pembiayaan, (3) Sebagai wujud peningkatan pelayanan pemerintah, (4) Sebagai alternatif cara bagi Fungsi intelijen untuk menyerap informasi dan data, (5) pertimbangan bagi pimpinan ataupun jajaran untuk mengambil langkah-langkah strategis maupun mengambil keputusan. Kedua, Realita penerapan pelayanan SKCK online dibandingkan dengan Pelayanan SKCK Offline; pemohon menganggap SKCK online lebih efisien karena dapat memangkas waktu, menghemat biaya serta energi. Ketiga, Efektivitas penerapan kebijakan pelayanan SKCK Online pada Jajaran Polda Metro Jaya masih kurang efektif meski dilihat dari respon masyarakat yang merasa puas, karena lebih cepat dan lebih mudah, sehingga memudahkan pemohon. Pembuatan SKCK secara online dinilai publik lebih sederhana, akan tetapi pada implementasinya tidak sepenuhnya online (Modified-Online). Keempat, Faktor-faktor yang menjadi kendala dalam pelayanan SKCK online di wilayah Polda Metro Jaya ini antara lain meliputi; (1) Proses Sosialisasi yang kurang tepat, (2) Keterbatasan sarana dan prasarana, (3) Akses masyarakat yang masih sulit (Jarak), (4) Masyarakat yang belum sepenuhnya paham dan dapat menggunakan teknologi online, (5) Kendala teknis. Kata Kunci : Efektifitas, Kebijakan Publik, Pelayanan Publik, Teknologi Informasi

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Promoter is the vision of a professional, modern, and trusted Polri. With the vision of the promoter program, it is hoped that it can realize modern public services that make it easier for the public to complete various administrative needs in the police. With the current technological developments, the online SKCK making service is claimed to have contributed to the success of the vision of the Republic of Indonesia's police promoter program. This study uses a qualitative approach with descriptive methods, selecting sources using purposive sampling technique. The research location is in the Yanmin section of the Directorate of Security Intelligence at Polda Metro Jaya. The results of this study are First, the objectives and targets of the online SKCK policy include: (1) Facilitating public access to information (2) Transparency in terms of regulations, procedures, and financing, (3) As a form of improving government services, (4) As a alternative ways for the intelligence function to absorb information and data, (5) considerations for leaders or ranks to take strategic steps or make decisions. Second, the reality of implementing online SKCK services compared to Offline SKCK services; applicants consider online SKCK to be more efficient because it can cut time, save costs and save energy. Third, the effectiveness of the application of the SKCK Online service policy at the Metro Jaya Police is still ineffective even though it is seen from the satisfied public response, because it is faster and easier, making it easier for applicants. Making SKCK online is considered by the public to be simpler, but in its implementation it is not fully online (Modified-Online). Fourth, the factors that become obstacles in the online SKCK service in the Polda Metro Jaya area include; (1) Inappropriate socialization process, (2) Limited facilities and infrastructure, (3) Community access that is still difficult (Distance), (4) People who do not fully understand and can use online technology, (5) Technical constraints.

Keywords: Effectiveness, Public Policy, Public Services, Information Technology"