A QUALITY ASSESSMENT OF HUMAN RESOURCES, PUBLIC SERVICE QUALITY AND PROCUREMENT OF GOODS AND SERVICES IN PROCUREMENT SERVICE UNIT OF MINISTRY OF HOME AFFAIRS

Abstract

The purpose of this study is to obtain an overview of the service quality and identify the obstacles encountered and strategies implemented to support the service quality policy of the Secretariat of the Procurement Service Unit of the Ministry of Home Affairs. This study applies qualitative paradigm of critical theory with inductive approach, through observation and information arrangement. Based on the research findings, the system of service quality by human resources (HR) in the Secretariat of Procurement Service Unit of the Ministry of Home Affairs is in accordance with Standard Operating Procedures. The increasing human resources in the Secretariat are also constantly given trainings from relevant agencies. The obstacles encountered by the HR of the Secretariat of the Procurement Service Unit of the Ministry of Home Affairs are the lack of the required documents causing longer time to improve while the bidding process cannot be delayed and the lack of commitment of the work team to carry out additional duties apart from the main duties in their respective component. The strategy applied to improve the service quality in the Secretariat of Procurement Service Unit of the Ministry of Home Affairs is continuous coordination between the members of the Secretariat of the Procurement Service Unit and the work team, as well as the quantity of the addition and the improvement of the quality of human resources in the Secretariat.