ONE DOOR INTEGRATED SERVICE EFFECTIVENESS IN IMPROVING THE QUALITY OF PUBLIC SERVICES IN THE CITY OF DEPOK WEST JAVA

Abstract

Public services in the Office of Investment and Integrated Services One Door (PMPTSP) Depok city has mostly used online applications and there are still certain licensing arrangements conducted face-to-face with restrictions on working hours due to pandemic conditions. The research was conducted using qualitative methods with inductive approaches whose data analysis is case-based. Effectiveness measured according to Gibson can be reviewed from several aspects, namely: Productivity, Efficiency, Satisfaction, Adaptation and Development. The results of this study concluded that the effective implementation of One-Stop Integrated Services (PTSP) in improving quality public services in Depok, West Java. However, there are some obstacles faced, namely the lack of quality and quantity of Human Resources in the Depok City PMPTSP Office that has not been comparable to the number of people served. Another obstacle is the limitation of infrastructure and budget due to budget cuts of 30% in 2020. Efforts made by the Depok City PMPTSP Office in improving the effectiveness of one-stop integrated services, namely by optimizing licensing applications through online licensing Si Mpok and cooperation with the Tax Office in the validation of KSWP (Confirmation of Taxpayer Status) for the integration of the system, so that checking the status of taxpayers can be done directly via the licensing application. This research suggests to further optimize the effectiveness of One Door Integrated Services with increased productivity and quality of service; providing efficient service in accordance with the predetermined time; ensure community satisfaction by providing the services expected by the community; and the development of quality services that can all be accessed online including IMB management services, as well as improving the quantity and quality of human resources of one-stop integrated service managers.