AKUNTABILITAS PELAYANAN PUBLIK
(Studi di Kantor Kecamatan IV Jurai Kabupaten Pesisir Selatan)
B E R I S K H A N
It is expected that the enactment of the 1999 Acts number 22 and 25, that later revised to be the 2004 Acts number 32 and 33 are able to improve public services and in turn enhance the performances of local bureaucracies. To realize improved accountability demand, one of efforts that the local authority of South Pesisir conduct involves improvement of work units directly related to public services, especially sub-district organization. In fact, however, some public complaints have been still heard, such as vague service procedures, relatively expensive service charges, relatively longer duration of service provision and injustice in service provision.
Based on the facts, the present research was aimed to identify how was the accountability of public services provided at sub-district IV Jurai, South Pesisir district and some influencing factors. The present research just focused on the cases of administrative service provision for KTP (Residence Identification Card) and KK (Family Membership List) applications. The accountability of public services turned out to be standard indicating the extent of adjusted service implementation based on measurement values or external among society norms.
This was a descriptive research using survey method. Data were collected through questionnaires, documents and observations.
Based on analysis and interpretation results, it was concluded that the accountability of public services provided at sub-district IV Jurai was regarded as lower. The lower accountability of service provision at sub-district IV Jurai office was due to some following points, namely, strong paternalism that personnels (apparati) held, good ethics of service provision that the personnels did not possess, ineffective public control on public service management.
To improve accountability in the future, it is recommended for local government to 1) develop clear-cut standard of service for any type of service provided. The standards involve service procedures, requirements, charges and duration of service provision. The standards should be publicly and openly informed through available media, such as newspapers, service leaflets, notification board at sub-districts and nagaris (villages), etc.; 2) remove feudalistic and paternalistic symbols and attributes, languages and practices that hitherto the personnels have used, such as attributes indicating ranks, positions, and other emblems shown on their uniforms; “awaiting superior direction” jargon; 3) enhance supervisions toward ethics of service personnels and provide disincentives for those breaking code of ethics during their service provisions in the forms of reprimands, promotion postponing and position degrading, or discharges and material or non-material incentives awarded to officials due to better services provided; 4) formulate rules on some responsibilities and rights that service providers and users should fulfill and possess, and implementation procedures of such responsibilities and rights.