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"Digitalisasi pelayanan publik di Indonesia belum sepenuhnya diaplikasikan. Kondisi masyarakat dalam beradaptasi dengan kemajuan teknologi serta belum meratanya penyediaan infrastruktur menjadi hal yang perlu diperhatikan. Hal ini mungkin disebabkan oleh kesenjangan digital. Kendala ini juga dapat menyebabkan masyarakat kurang siap dalam menerima serta mengoperasikan teknologi TIK yang berkembang pesat. Digitalisasi kini telah menjadi faktor utama dalam transformasi pelayanan pemerintah, termasuk di tingkat pemerintahan lokal seperti Rukun Tetangga (RT). Bank DKI sebagai BUMD memperkenalkan fitur JakErte sebagai upaya inovatif terbaru yang memfasilitasi kepengurusan Rukun Tetangga (RT) secara daring. Penelitian ini bertujuan untuk mengetahui tingkat kesiapan Ketua Rukun Tetangga di Jakarta Timur dalam digitalisasi pelayanan administrasi Rukun Tetangga menggunakan fitur JakErte JakOne Mobile. Penelitian ini menggunakan pendekatan kuantitatif dengan metode penelitian mixed method dengan melakukan penyebaran kuesioner pada seluruh media sosial dan komunitas serta door to door dan metode wawancara mendalam. Penelitian ini menguji variabel Tingkat Kesiapan (E-Readiness) dengan menggunakan Teori E-Readiness yang dikemukakan oleh Molla & Licker (2005) dengan enam dimensi utama: Awareness, Governance, Commitment, Human Resources, Technology Resources, dan Business Resources. Teknik pengumpulan data menggunakan teknik convenience sampling dengan total sampel 101 responden. Hasil penelitian ini menunjukkan bahwa tingkat kesiapan Ketua RT di Jakarta Timur dalam digitalisasi pelayanan RT menggunakan fitur JakErte JakOne Mobile tergolong tinggi, dengan perolehan persentase sebesar 84,2%. Meskipun tergolong memiliki kesiapan tinggi, pada masing-masing indikator masih terdapat sebagian Ketua RT yang merasa belum siap karena terdapat kesenjangan terhadap keterampilan dan akses teknologi, sehingga masih diperlukan pelatihan dan pemberdayaan teknologi yang disediakan oleh pemerintah atau instansi terkait.

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Digitalization of public services in Indonesia has not yet been fully implemented. The condition of society in adapting to technological advances and the uneven provision of infrastructure need attention. This may be due to the digital divide. This obstacle can also cause society to be less ready to accept and operate rapidly developing ICT technology. Digitalization has now become a significant factor in transforming government services, including at the local government level, such as the Neighborhood Units (RT). Bank DKI, as a BUMD, introduced the JakErte feature as the latest innovative effort to facilitate the online management of Neighborhood Units (RT). This research aims to determine the readiness of the Head of Neighborhood Units in East Jakarta to digitalize Neighborhood Units administration services using the JakErte JakOne Mobile feature. This research uses a quantitative approach with a mixed method, distributing questionnaires on all social media and communities and using door-to-door and in-depth interview methods. This research tests the Readiness Level variable (E-Readiness) using the E-Readiness Theory proposed by Molla & Licker (2005) with six main dimensions: Awareness, Governance, Commitment, Human Resources, Technology Resources, and Business Resources. The data collection technique used convenience sampling with a total sample of 101 respondents. The results of this research show that the level of readiness of RT Heads in East Jakarta in digitalizing RT services using the JakErte JakOne Mobile feature is relatively high, with a percentage gain of 84.2%. Even though they are classified as having high readiness for each indicator, there are still some RT heads who feel they are not ready because there is a gap in skills and access to technology, so there is still a need for training and technological empowerment provided by the government or related agencies."

"MPP DKI Jakarta diinisiasi untuk memberikan pelayanan yang cepat, mudah, dan terpadu kepada masyarakat. Namun, MPP DKI Jakarta menghadapi tantangan dalam integrasi organisasi, hukum, dan data. Penelitian ini menganalisis integrasi pelayanan publik di MPP DKI Jakarta dengan pendekatan Interoperability Framework dari European Commission. Metode yang digunakan adalah post-positivisme dengan wawancara mendalam 11 narasumber dan studi kepustakaan. Hasil penelitian menunjukkan bahwa MPP DKI Jakarta menghadapi tantangan dalam Interoperability Governance seperti kurangnya dukungan politik dan kepemimpinan. Legal Interoperability menghadapi masalah integrasi peraturan antar organisasi dan internalisasi peraturan. Organizational Interoperability kekurangan integrasi proses bisnis dan kelembagaan yang jelas. Technical Interoperability menghadapi kendala pertukaran, keamanan, dan sistem satu data. Integrated Public Service Governance juga terkendala dalam aksesibilitas layanan digital dan tidak terintegrasi. Dapat disimpulkan bahwa MPP DKI Jakarta belum mencapai interoperabilitas dalam integrasi pelayanan publik.

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The MPP DKI Jakarta was initiated to provide fast, easy, and integrated services to the public. However, the MPP DKI Jakarta faces challenges in organizational, legal, and data integration. This study analyzes the integration of public services at the MPP DKI Jakarta using the European Commission's Interoperability Framework approach. The methodology used is post-positivism, with in-depth interviews of 11 informants and literature studies. The findings indicate that MPP DKI Jakarta encounters challenges in Interoperability Governance, such as a lack of political support and leadership. Legal Interoperability faces issues with the integration of regulations between organizations and insufficient internalization of regulations. Organizational Interoperability lacks business process integration and clear institutional structures. Technical Interoperability deals with challenges in data exchange, security, and single data systems. Integrated Public Service Governance also struggles with digital service accessibility and lack of integration. It can be concluded that MPP DKI Jakarta has not yet achieved interoperability in public service integration."

"Masyarakat sangat membutuhkan pelayanan publik baik karena peraturan ataupun karena kebutuhan, dampak dari pelayanan publik yang kurang baik akan memunculkan rasa ketidakpuasan masyarakat dan pada akhimya akan memperburuk citra, demikian pula sebaliknya. Pelayanan publik yang baik akan dapat mendorong pertumbuhan ekonomi, peningkatan investasi, peningkatan pendapatan perkapita serta tentunya akan meningkatkan kesejahteraan anggota masyarakat. Guna mewujudkan pelayanan yang diharapkan masyarakat, Walikota Jakarta Utara telah membentuk dan melaksanakan Program Pelayanan Terpadu Prima Satu Atap dengan didukung sistem komputerisasi yang baik di sebelas instansi teknis yaitu Kependudukan dan Catatan Sipil; P2B; Tata Kota; Kesehatan Masyarakat; Perindustrian dan Perdagangan; Pendapatan Daerah; Kantor BPN; Kantor Pajak Bumi Bangunan; Kantor Kasda; Kantor Pelaksanaan Pemakaman; Kantor Pertanahan dan Bank DKI serta untuk meningkatkan pelayanan dan pengawasan telah dibuka complain center sebagai pusat informasi pengaduan, keluhan dan saran dari masyarakat yang dapat dilakukan dengan menghubungi atau melalui no. telp 4303495, faksimil 4357422, kotak pos PO.BOX. 5555 JKU, e-mail komplin jakut @ dki.go.id atau web site forum warga atau melalui media cetak, TV dan radio. Penerapan strategi pelayanan prima dalam bidang kependudukan dan catatan sipil di wilayah kotamadya Jakarta Utara oleh Gubernur DKI Jakarta dinilai sebagai salah satu bidang yang terbaik dalam administrasi dan pelayanannya. Namun hal tersebut di mata masyarakat belum tentu memuaskan.Penelitian ini bertujuan untuk mengetahui tingkat kepuasan masyarakat, mengetahui faktor - faktor apa yang paling mempengaruhi kepuasan masyarakat serta mengidentifikasi indikator ukuran kepuasan masyarakat terhadap penerapan strategi pelayanan prima bidang kependudukan dan catatan sipil. Model awal yang digunakan untuk menganalisis pelayanan terdiri dari lima dimensi yaitu tangibility, reliability, responsiveness, assurance dan empathy. Selain itu, juga dilakukan analisis faktor dengan perspektif eksploratory dimana data dibiarkan dengan sendirinya mengelompok menjadi beberapa faktor. Serta pengumpulan data sekunder untuk menjelaskan ukuran kinerja pelayanan prima di sektor publik. Teknik pengambilan data yang digunakan adalah penyebaran kuesioner pada masyarakat yang sedang menggunakan layanan bidang kependudukan dan catatan sipil di tempat pelayanan yang telah menerapkan strategi pelayanan prima bidang kependudukan dan catatan sipil yaitu di 3 kelurahan (Marunda, Pegangsaan II dan Sunter Agung) dan kantor pelayanan terpadu prima.Hasil analisis penelitian menunjukkan bahwa pertama, dari 20 indikator variabel yang diteliti, setelah dilakukan uji reliabilitas dan validitas data, ke 20 indikator variabel tersebut memenuhi persyaratan reliabilitas dan validitas data. Secara keseluruhan tingkat kepuasan masyarakat terhadap semua dimensi (tangibility, reliability, responsiveness, assurance dan empathy) masih rendah. Hal tersebut menunjukkan bahwa penerapan strategi pelayanan prima bidang kependudukan dan catatan sipii di wilkodya Jakarta Utara belum memenuhi harapan masyarakat. Kedua, dari 20 indikator variabel setelah dilakukan analisis faktor tereduksi menjadi hanya 4 faktor yang menjadi pertimbangan masyarakat dalam mempersepsikan penerapan strategi pelayanan prima bidang kependudukan dan catatan sipil, yaitu : (1 } Faktor Kepercayaan dan Kepedulian, (2) Faktor Proses, (3) Faktor Aparat dan (4) Faktor Kenyataan Fisik. Ketiga, berdasarkan pengumpulan data primer dan data sekunder, dapat diberikan gambaran tentang ukuran kinerja pelayanan prima di sektor publik yaitu adanya keseimbangan antara optimalisasi kinerja pelayanan prima di sektor publik oleh aparat pemerintah dengan peran aktif dari masyarakatnya sendiri sebagai pengguna pelayanan publik.

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Society very is requiring of public service either due regulation and or because requirement, affect from service of unfavorable public will peep out to feel dissatisfaction of society and in the end will make worse image, that way also on the contrary. Service of good public will be able to push growth of economics, investment, earnings per capita and also it is of course will improve prosperity of society member. Utilize to realize expected by service society, Mayor of North Jakarta have formed and execute Excellent Service Program One Roof pick aback by computerization system which either in eleven technical institution that is Kependudukan dan Catatan Sipil; P2B: Urban Planning; Health of Society; Industrial and Commerce; Earnings Of Area; Office of BPN; Internal Revenue Earth Building; Office of Kasda; Office Execution of Funeral; Office Land and Bank of DKI and also to increase observation and service have been opened by complain center as denunciating information center, suggestion and sigh of society able to be conducted by contacting or passing phone 4303495, faximile 4357422, PO. BOX 555 JKU, e-mail: komplain jakut @ or dki.go.id of web citizen forum site or through the media print, TV and radio. Applying of excellent service strategy in the field of Dinas Kependudukan dan Catatan Sipil in municipality region of North Jakarta by Governor of DKI Jakarta assessed as one of the best area in administration and its service. But, the mentioned in society eye not yet of course assessed not yet of course gratified.

This research aim to explain the level satisfaction of society, explaining especial factors any kind of most influencing of satisfaction of society and also explain excellent service performance size, measure in public sector able to be used as indicator satisfaction of society to applying of excellent service strategy. Model early used to analyze service consist of five dimension that is: tangibles, reliability, responsiveness, assurance, empathy. Besides, also factor analyze in perceptively exploratory where data let by itself group become some factor. And also data collecting to explain excellent service performance size measure in public sector. Technique in take of data the used is spreading of Questioner at society which using area service of Dinas Kependudukan dan Catatan Sipil and service office which have applied excellent service strategy of area that is in 3 sub-district ( Marunda, Pegangsaan II and Sunter Agung ) and Excellent lnwrought Office Service.

The result of research analyze indicate that the First, from 20 variable indicators the checked, after validity and reliability data test, to 20 the variable indicator fulfill conditions of validity and reliability data. As a whole mount satisfaction of society to all dimension ( tangibility, reliability, responsiveness, assurance, empathy) still lower. The indicate mentioned that applying of excellent service strategy of Dinas Kependudukan dan Catatan Sipii in North Jakarta not yet fulfilled society expectation. Second, from 20 variable indicators after analyzed of become only 4 factor becoming consideration of society in perception of applying of excellent service strategy of Dinas Kependudukan dan Catatan Sipil, that is : (t) Trust and Caring Factor, ( 2 ) Process Factor, ( 3 ) Government Officer Factor, and (4) Fact of Physical Factor. Third, pursuant to data collecting, can be given by picture about excellent service performance size measure in public sector that is existence of balance among excellent service performance optimalization in public sector by government officer with active role of its own society as consumer of service of public."

"ABSTRAKUpaya Peningkatan Pelayanan Kepada Masyarakat Melalui Mal Pelayanan Publik Di Indonesia Pelayanan publik yang diselenggarakan oleh pemerintah saat ini belum sesuai dengan harapan masyarakat. Masyarakat menginginkan pelayanan publik yang cepat, tepat, murah, aman dan nyaman. Selain itu pelayanan publik yang ada masih terpisah berdasarkan jenis dan cakupan masing-masing pelayanan yang terpisah. Tesis ini membahas tentang bentuk pelayanan publik yang terintegrasi dalam satu tempat antara pelayanan dari pemerintah daerah provinsi, pemerintah daerah kabupaten/kota, kementerian/lembaga, BUMN, BUMD dan swasta yang dinamakan Mal Pelayanan Publik. Metode penelitian yang digunakan adalah kepustakaan yang bersifat yuridis normatif. Hasil penelitian ini menunjukkan bahwa Mal Pelayanan Publik merupakan bentuk pelayanan publik yang mampu menjawab permasalahan pelayanan publik yang belum sesuai dengan harapan masyarakat, karena menggabungkan pelayanan yang selama in terpisah-pisah menjadi satu tempat dan melibatkan seluruh komponen pelayanan publik yaitu pemerintah daerah provinsi, pemerintah daerah kabupaten/kota, kementerian/lembaga, BUMN, BUMD dan swasta. Disamping itu terdapat beberapa kendala yang harus diselesaikan dalam implementasi penyelenggaraan Mal Pelayanan Publik, supaya dapat diwujudkan di seluruh pemerintah daerah provinsi dan pemerintah daerah kabupaten/kota di Indonesia. Maka dari itu perlu adanya upaya pemerintah untuk meningkatkan dasar hukum Mal Pelayanan Publik dari Peraturan Menteri menjadi Peraturan Presiden, sehingga Mal Pelayanan Publik bisa dibangun di seluruh Indonesia. Kata Kunci : Pelayanan Publik, Mal Pelayanan Publik, Urgensi, Kendala, kemudahan berusaha.

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ABSTRACT Upaya Peningkatan Pelayanan Kepada Masyarakat Melalui Mal Pelayanan Publik Di Indonesia Public services organized by the government are currently not in line with the expectations of the community. The public wants public services that are fast, precise, cheap, safe and convenient. In addition, existing public services are still separate based on the type and scope of each separate service. This thesis discusses the form of integrated public services in one place between the services of the provincial government, the district municipal government, the ministries agencies, the state owned enterprises, enterprises and private and the private sector called the Public Service Mall. The research method used is the literature that is juridical normative. The results of this study indicate that Public Service Mall is a form of public service that is able to answer the problems of public services that have not been in accordance with the expectations of the community, because it combines the services during the separated into one place and involves all components of public services namely provincial government, local government districts municipalities, ministries agencies, state owned enterprises, enterprises and private. Besides, there are some obstacles that must be solved in the implementation of Public Service Maintenance, in order to be realized in all provincial government and local government of regency city in Indonesia. Therefore, it is necessary for government efforts to improve the legal basis of Public Service Mal from Ministerial Regulation to Presidential Regulation, so that Public Service Malls can be built throughout Indonesia. Keywords Public Service, Public Service Mall, Urgency, Constraints, ease of doing business "

"Salah satu argumentasi dalam pelaksanaan otonomi daerah adalah Pemda harus mampu menyediakan pelayanan sesuai dengan kebutuhan masyarakatnya, sesuai dengan tugas pokok Pemda itu sendiri, yaitu public service function, development function, dan protective function.Dinas PJU SJU adalah salah satu Unit dibawah Pemerintahan Propinsi DKI Jakarta yang membuat tugas pokok melaksanakan penataan, perencanaan, pembangunan, pemeliharaan, pengamanan, dan pengendalian di Bidang Penerangan Jalan Umum dan sarana jaringan utilitas.Budaya organisasi merupakan suatu pedoman perilaku bagi seluruh anggota organisasi Dinas PJU SJU, selain itu juga berperan sebagai perekat bagi seluruh karyawan Dinas PJU SJU, untuk dapat mencapai tujuan bersama dan memainkan peran sebagai penegak jati diri. Budaya organisasi yang dominan tertanam pada Dinas PJU SJU ditujukan untuk meningkatkan kinerja yang berpengaruh terhadap kualitas pelayanan publik.Pendekatan yang digunakan dalam penelitian ini adalah pendekatan kuantitatif Pengukuran kinerja dilakukan dengan memakai metode Balance Scorecard (Norton dan Kapklan) dengan daerah studi Dinas PJU SJU yang merupakan organisasi publik. Maka itu penelitian hanya menggunakan satu perspectif saja yakni the learning and growth, realibility, responsibility, assurance dan emphaty.Dari kelima dimensi tersebut, melalui 100 responden (eselon 3-4 dan staf) ternyata hanya satu dimensi pelayanan yang bernilai baik, yaitu dimensi responsivess. Sedangkan keempat dimensi lainnya bernilai kurang baik walaupun nilainya tidak signifikan benar.Dari hasil penilaian ini, diharapkan Dinas PJU SJU dapat melakukan langkah-langkah perbaikan sehingga dapat memberikan pelayanan yang Iebih prima kepada masyarakatnya.

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One of the statements in our local autonomy implementation is that the local government should be able to provide services equally as needed by local community, according to their own main tasks, which are public service function, development function, and protective function.

Department of Public Street Lighting and Utility Network Infrastructure of Jakarta Provincial Government (PJU SJU DKI Jakarta), is one of many units that related to Jakarta Provincial Government, which its main tasks are to conduct design, planning, construction, maintenance, safety, and regulating the Public Street Lighting and Utility Network Infrastructure.

Organizational culture is a role-guide for directing all of PJU SJU DK1 Jakarta employee's behaviour, neither as a form to bind them one to the others, then enables them to achieve the organization's goals nor plays their role as an regulator. A better organizational culture planted to each member will improve his or her performance and the organization's achievements, which finally improves the quality of public service itself.

This study uses Balance Scorecard (Norton and Kaplan) method as a measure of performance with PJU SJU DKI Jakarta as the base study which is a public organization. The research will only use only one perspective named as the learning and growth.

Public service comprises of five service dimensions, which are tangibility, reliability, responsibility, assurance, and empathy. The questionnaire was distributed to 100 respondents (echelon 3-4, and staffs). Out of five service dimensions, only responsiveness dimension which shows good value and the other four produced insignificant results

This valuation has shown that the organization should implement further improvement steps to achieve a better quality of service to the community."

"Penelitian ini bertujuan untuk mengetahui efektivitas Unit Layanan Paspor (ULP) Kantor Imigrasi Kelas I Khusus Jakarta Selatan. Pertanyaan dalam penelitian ini adalah Bagaimana Efektivitas Unit Layanan Paspor (ULP) Kantor Imigrasi Kelas I Khusus Jakarta Selatan. Teori yang digunakan dalam penelitian ini adalah kriteria Efektivitas Organisasi menurut Gibson, Ivancevich, dan Donnelly. Pendekatan yang digunakan dalam penelitian ini adalah penelitian kuantitatif dan tujuan penelitian deskriptif. Teknik pengumpulan data yang digunakan adalah survey dan studi kepustakaan.Berdasarkan hasil penelitian, Unit Layanan Paspor (ULP) Kantor Imigrasi Kelas I Khusus Jakarta Selatan telah berjalan secara efektif beasarkan lima dimensi kriteria Efektivitas Organisasi yang dikemukakan oleh Gibson, Ivancevich, dan Donnelly, yaitu dimensi produksi, efisiensi, kepuasan, keadaptasian, dan pengembangan.

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This research aims to look at the organizational effectiveness of Passport Services Unit in Immigration Office of South Jakarta. The question of this research is how the effectiveness of Passport Services Unit in Immigration Office of South Jakarta. The theory used in this research is criteria of Organizational Effectiveness by Gibson, Ivancevich, and Donnelly (1996). The approaches used in this research are quantitative research and descriptive research purpose. Data research techniques used in this research are survey and literature studies.

The results of the study show that Passport Services Unit Immigration Office of South Jakarta has been running effectively based on five criterias of Organizational Efectiveness expressed by Gibson, Ivancevich, and Donnelly, which are Prodction, Efficiency, Satisfaction, Adaptation, and Development."

"Inovasi pada Kantor Imigrasi Kelas I Khusus Jakarta Selatan menarik untuk dilihat perihal pelaksanaan proses pembuatan inovasinya, karena pada saat ini mengatur bagaimana membentuk dan menerapkan program - program inovasi pada Kantor Imigrasi Kelas I Khusus Jakarta Selatan. Penelitian ini bertujuan ingin mengetahui langkah - langkah apa saja yang diambil Kantor Imigrasi Kelas I Khusus Jakarta Selatan untuk membentuk dan menerapkan inovasi agar dapat mencapai tujuan yang telah ditetapkan. Penelitian ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data, yaitu: observasi, wawancara mendalam dan menggunakan dokumen sekunder. Penelitian ini menunjukkan langkah - langkah nyata yang digunakan pihak Kantor Imigrasi Kelas I Khusus Jakarta Selatan untuk mencapai tujuan peningkatan pelayanan publik melalui inovasi yaitu: menyadari permasalahan (recognizing problem), munculnya ide inovasi (creating ideas), realisasi ide inovasi (realization of ideas) dan penerapan inovasi (commercialization). Proses pembentukan terjadi secara baik, efektif dan efisien. Kendala terdapat pada proses perubahan mindset SDM (Pegawai) untuk mengubah cara bekerja sesuai sistem yang baru, serta proses pemeliharaan inovasi yang berkelanjutkan yang perlu ditingkatkan agar sarana dan prasarana dari program - program inovasi tersebut dapat digunakan secara berkelanjutan untuk tercapainya pelayanan publik yang semakin meningkat.

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Innovation at Jakarta Selatan's Class I Exclusive Immigration Office is interesting to look at the process of creating the innovation, because it shows on how to create, adjust and apply innovation programs at Jakarta Selatan's Class I Exclusive Immigration Office. This study used a qualitative approach to data collection techniques, namely: observation, in-depth interviews and using secondary documents. This study shows real steps which is used by The Jakarta Selatan's Class I Exclusive Immigration Office officer to achieve goal of improvement of public service through innovation, namely: recognizing problems, creating ideas of innovation, realization of ideas of innovation and applying the innovation. The creation process happened well executed, effective and efficient. Difficulties are in the process of changing the mindset of human resources (officers) to change how the office run appropriately as the new system works, as well as the process of innovation's sustainable maintenance which needs improvements so the facilities and infrastructures of the innovation programs are able to be used sustainably to achieve more improvement of public services."

"Mal Pelayanan Publik Kabupaten Tegal sebagai penyedia layanan publik di daerah memiliki tujuan untuk mengatasi permasalahan pelayanan publik dan penyediaan pelayanan publik yang berkualitas. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan Mal Pelayanan Publik Kabupaten Tegal. Pembahasan dalam penelitian ini menggunakan teori SERVQUAL yang terdiri dari 5 dimensi, yaitu tangible, reliability, responsiveness, assurance, dan empathy dengan mengukur antara persepsi dan ekspektasi pengguna layanan Mal Pelayanan Publik Kabupaten Tegal serta Importance-Performance Analysis untuk mengetahui indikator-indikator apa saja yang perlu dilakukan prioritas peningkatan kualitasnya. Pendekatan dalam penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data melalui survei dan wawancara. Sampel yang digunakan dalam penelitian sebanyak 100 orang pengguna layanan Mal Pelayanan Publik Kabupaten Tegal. Berdasarkan hasil penelitian, diketahui bahwa kualitas pelayanan Mal Pelayanan Publik Kabupaten Tegal adalah tidak berkualitas karena tidak terpenuhinya ekspektasi dari pengguna layanan. Berdasarkan hasil analisis, diketahui bahwa seluruh dimensi SERVQUAL memiliki rata-rata ekspektasi 3,67 sedangkan nilai rata-rata persepsi terhadap layanan Mal Pelayanan Publik Kabupaten Tegal hanya memperoleh 3,34 sehingga terdapat gap atau kesenjangan antara persepsi dengan ekspektasi sebesar -0,33. Pelayanan Mal Pelayanan Publik Kabupaten Tegal yang tidak berkualitas sehingga perlu dilakukan upaya peningkatan kualitasnya. Melalui Importance-Performance Analysis, diketahui bahwa yang menjadi prioritas peningkatan layanannya adalah kecepatan penyelesaian waktu pelayanan hingga kemudahan prosedur pelayanan.

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The Tegal Regency Public Service Mall, as a regional public service provider, has the aim of overcoming public service problems and providing quality public services. This research aims to analyze the service quality of the Tegal Regency Public Service Mall. The discussion in this research uses the SERVQUAL theory, which consists of 5 dimensions, namely tangible, reliability, responsiveness, assurance, and empathy, by measuring the perceptions and expectations of Tegal Regency Public Service Mall service users, as well as importance-performance analysis to find out what indicators are Quality improvement needs to be prioritized. The approach in this research uses a quantitative approach with data collection techniques through surveys and interviews. The sample used in the research was 100 service users of the Tegal Regency Public Service Mall. Based on the research results, it is known that the service quality of the Tegal Regency Public Service Mall is not of good quality because the expectations of service users are not met. Based on the results of the analysis, it is known that all SERVQUAL dimensions have an average expectation of 3.67, while the average value of perception of Tegal Regency Public Service Mall services is only 3.34, so there is a gap between perception and expectation of -0.33. Tegal Regency Public Service Mall services are not of good quality, so efforts need to be made to improve their quality. Through importance-performance analysis, it is known that the priorities for improving service are the speed of completing service times and the ease of service procedures."

"Research Target is to analysis of government development of organization execution area in improving public service specially service in area of administration and to analyse strategy that conducted to develop organization of area government in improving public service specially service in area of administration in South East Regency Muna Provinsi Sulawesi. To see organization ability in duty execution and function can be conducted by organization analysis are referred as Mc. Kinsey with theory Seven S. Framework raises its argument about criteria successfullness of an organization by depict managerial activity ( Managerial The core activities ) that consist of Strategy, structure, system, style, Staff,Skill and Shared Value. And to bear strategy in developing organization local government (PEMDA) then writer uses analyze SWOT. Research that used by to answer problem of research must in exact accord with research problem. Research method this is the descriptive by research design qualitive. Analysis show has not yet been existence of strategy planning, have not yet the of dissociation either duty or workplace in accordance with working organisation rule, responsibility exceeds, authority given there is no employee motivation are added next has not yet been existence of vision and mission of every organization also area government service not prima. In ability of Local Government organization activity that service to public to society have had strategy that either although has not yet been optimal in supporting target creation,seen from operating expenses that minim service tariff that expensive relative, handling complai that has not yet been maximal , while output that prodiced by show result that less maximal with still existence of society sigh espicially in the case of time in service execution. Research Resulth to factors above indicate that relative to the number of society sigh to service that given by government also because of existence of external factor that is head policy that has not yet been optimal. Over the course of analysis SWOT , then known some strategy proposals to conduct Local Government development of organization in improving public service in Muna Regency, South East Province Sulawesi that is arrange repeat structure of area peripheral organization by undertaking development of organization Local Government especially commisioned give public service to society with applying one roof Service integrated."

"Inecffective tendency in organizing the execution of government activities of Province of DKI Jacarta is caused by misinterpretation of working unit function and inaccurate division of organization function which make appearance of nonrational magnitude of organization and the elaboration of function into the tasks relatively non-operational and emerge an non-optimal organization's performance restructuring organization is necessary to be done and must be the priority in order that organization which already non-erariona which already greater in magnitude can be rationesed and can be mor functional...."