Implementasi Reformasi Birokrasi dalam Peningkatan Kualitas Pelayanan Publik pada Wilayah Kepulauan: Studi Kasus Balai POM di Belitung

Juliyardi; Akadun; Alma'arif

doi:10.55681/armada.v4i10.4302

Authors

Juliyardi Program Studi Ilmu Administrasi, Bidang Minat Administrasi Publik, Program Pascasarjana, Universitas Terbuka, Indonesia
Akadun Program Studi Ilmu Administrasi, Bidang Minat Administrasi Publik, Program Pascasarjana, Universitas Terbuka, Indonesia
Alma'arif Program Studi Ilmu Administrasi, Bidang Minat Administrasi Publik, Program Pascasarjana, Universitas Terbuka, Indonesia

DOI:

https://doi.org/10.55681/armada.v4i10.4302

Keywords:

Reformasi Birokrasi, Kualitas Pelayanan Publik, Pelayanan Publik, Implementasi Kebijakan, Wilayah Kepulauan

Abstract

Penelitian ini bertujuan menganalisis implementasi reformasi birokrasi dalam meningkatkan kualitas pelayanan publik serta mengidentifikasi faktor pendukung dan penghambat pelaksanaannya di Balai POM di Belitung. Penelitian menggunakan pendekatan kualitatif dengan desain studi kasus melalui teknik pengumpulan data berupa wawancara mendalam, observasi, dan dokumentasi yang dianalisis secara tematik. Hasil penelitian menunjukkan bahwa reformasi birokrasi telah berkontribusi terhadap peningkatan kualitas pelayanan melalui penyederhanaan prosedur, penguatan kapasitas sumber daya manusia, transformasi budaya kerja, peningkatan akuntabilitas, transparansi, responsivitas layanan, serta pemanfaatan teknologi digital. Namun, implementasinya masih menghadapi beberapa kendala, seperti keterbatasan penyebaran informasi publik di wilayah terpencil, kapasitas layanan daring yang belum optimal, kebutuhan komunikasi yang lebih sederhana dan inklusif, serta keterbatasan sarana prasarana. Faktor pendukung meliputi kompetensi pegawai, kepemimpinan, prosedur pelayanan yang efektif, dan kepercayaan masyarakat, sedangkan faktor penghambat mencakup keterbatasan sumber daya, infrastruktur, dan jangkauan layanan. Penelitian ini menegaskan bahwa keberhasilan reformasi birokrasi di wilayah kepulauan tidak hanya bergantung pada perbaikan tata kelola internal, tetapi juga pada kemampuan organisasi dalam menyediakan layanan yang merata, inklusif, responsif, dan mudah diakses masyarakat.

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