PELAYANAN PRIMA PADA PELAKSANAAN PROGRAM SEKOLAH PENGGERAK BERBASIS DIGITAL DI KEMENTERIAN PENDIDIKAN, KEBUDAYAAN, RISET, DAN TEKNOLOGI

ALWAN FAUZAN AZIZ, . (2023) PELAYANAN PRIMA PADA PELAKSANAAN PROGRAM SEKOLAH PENGGERAK BERBASIS DIGITAL DI KEMENTERIAN PENDIDIKAN, KEBUDAYAAN, RISET, DAN TEKNOLOGI. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini dilaksanakan di Kementerian Pendidikan, Kebudayaan, Riset, dan Teknologi, yang bertujuan untuk mengetahui pelaksanaan pelayanan prima, faktor penghambat, dan strategi pelayanan prima pada pelaksanaan Program Sekolah Penggerak. Penelitian ini dilakukan pada bulan Maret hingga November 2022 dan merupakan penelitian deskriptif kualitatif. Penentuan subjek penelitian ini, menggunakan teknik purposive sampling. Informan dalam penelitian ini meliputi: Sub Koor Data, Seleksi, dan Evaluasi Program Sekolah Penggerak, PIC Seleksi Kepala Sekolah Penggerak, Sub Koor Pelatihan dan Implementasi Program Sekolah Penggerak, Sub Koordinator Publikasi dan Komunikasi pada Helpdesk, Asesor Seleksi Program Sekolah Penggerak, Pemantau Seleksi Program Sekolah Penggerak, dan Peserta Pelaksana Program Sekolah Penggerak yang terdiri dari 2 Kepala Sekolah Penggerak dan 1 Fasilitator Sekolah Penggerak. Teknik pengumpulan data yang digunakan adalah wawancara, observasi, dan dokumentasi. Data yang diperoleh dianalisis secara deskriptif kualitatif. Hasil penelitian ini menunjukkan bahwa: (1) Pelaksanaan pelayanan prima pada Program Sekolah Penggerak berbasis digital di Kemdikbud-ristek dilakukan dengan memberikan pelayanan yang sebaik-baiknya dengan mengimplementasikan maklumat pelayanan publik Direktorat KSPSTK dan mengacu kepada 6 standar pelayanan publik yaitu dengan adanya prosedur pelayanan, waktu penyelesaian, biaya pelayanan, produk pelayanan, sarana dan prasarana, dan kompetensi pemberi pelayanan. (2) Faktor penghambat dapat ditemukan dari adanya keluhan atau kendala dalam pelaksanannya, seperti: masalah jaringan internet, rendahnya literasi digital peserta, sistem yang masih dalam pengembangan, kurang sesuainya regulasi yang diterapkan di lapangan, alur koordinasi yang kurang, dan dari segi petugas pemberi pelayanan. Dalam menghadapi permasalahan dan keluhan dari para penerima pelayanan dilakukan dengan adanya prosedur dalam menghadapi keluhan dan permasalahan. (3) Strategi pelayanan prima pada pelaksanaan Program Sekolah penggerak, yaitu dengan adanya: rapat mingguan, pemberian penguatan dan pembekalan bagi tim petugas, menerapkan Standar Operasional Prosedur (SOP) yang berlaku, melakukan peningkatan perbaikan, menjaga komunikasi yang baik, dan bersikap proaktif. This research was conducted at the Ministry of Education, Culture, Research and Technology, which aims to determine the implementation of excellent service, inhibiting factors, and excellent service strategies in the implementation of the Mover School Program. This research was conducted from March to November 2022 and is a qualitative descriptive study. Determining the subject of this study, using a purposive sampling technique. Informants in this study included: Data, Selection and Evaluation Sub-Coor for the Mover School Program, PIC for the Principal of the Mover School, Sub-Coor for Training and Implementation of the Mover School Program, Sub-Coordinator for Publication and Communication at the Helpdesk, Assessor for the Selection of the Mover School Program, Monitoring for Program Selection Mover School, and Implementing Participants of the Mover School Program consisting of 2 Principals of the Mover School and 1 Facilitator of the Mover School. Data collection techniques used are interviews, observation, and documentation. The data obtained were analyzed by descriptive qualitative. The results of this study indicate that: (1) The implementation of excellent service in the digital based Mover School Program at the Ministry of Education and Culture is carried out by providing the best possible service by implementing public service announcements at the KSPSTK Directorate and referring to 6 public service standards, namely the existence of service procedures, completion time , service costs, service products, facilities and infrastructure, and competence of service providers. (2) Inhibiting factors can be found from complaints or obstacles in its implementation, such as: internet network problems, low digital literacy of participants, systems that are still under development, incompatibility of regulations applied in the field, lack of coordination flow, and from the point of view of giving officers service. In dealing with problems and complaints from service recipients, there are procedures for dealing with complaints and problems. (3) Excellent service strategy in the implementation of the Mover School Program, namely by having: weekly meetings, providing reinforcement and debriefing for the team of officers, applying the applicable Standard Operating Procedures (SOP), making improvements, maintaining good communication, and being proactive.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Amril Muhammad, S.E., M.Pd. ; 2). Dr. Siti Rochanah, M.M.
Subjects:	Pendidikan > Pendidikan Manajemen > Pendidikan, Riset Penelitian Bisnis
Divisions:	FIP > S1 Manajemen Pendidikan
Depositing User:	Users 17648 not found.
Date Deposited:	17 Mar 2023 02:17
Last Modified:	17 Mar 2023 02:17
URI:	http://repository.unj.ac.id/id/eprint/38673

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