Analisis Peningkatan Pelayanan Publik Pada Kantor Kelurahan Baruga Kota Kendari.
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Pelayanan publik memegang peran penting dalam memenuhi kebutuhan masyarakat dan membangun kepercayaan terhadap pemerintah. Namun, di banyak kantor kelurahan di Indonesia, termasuk di Kantor Kelurahan Baruga, Kota Kendari, keterbatasan tenaga kerja dan kurangnya digitalisasi menjadi hambatan utama dalam memberikan pelayanan yang optimal. Penelitian ini bertujuan untuk mengisi gap pengetahuan mengenai efektivitas pelayanan publik di tingkat kelurahan, khususnya terkait implementasi teknologi dan sumber daya manusia. Metode penelitian yang digunakan adalah pendekatan kualitatif dengan studi kasus di Kantor Kelurahan Baruga, melalui wawancara mendalam dan observasi langsung. Hasil penelitian menunjukkan bahwa digitalisasi proses administrasi dan penambahan tenaga kerja yang terlatih dapat meningkatkan efisiensi pelayanan publik serta mengurangi waktu tunggu masyarakat. Temuan ini memberikan kontribusi teoritis dalam literatur pelayanan publik dan secara praktis menawarkan solusi konkret bagi pemerintah lokal dalam meningkatkan kualitas pelayanan di kelurahan. Dengan demikian, penelitian ini berimplikasi pada pengembangan strategi berbasis teknologi dan peningkatan kapasitas sumber daya manusia untuk memperbaiki pelayanan publik di tingkat lokal.
Kata kunci: digitalisasi; efisiensi pelayanan; infrastruktur; sumber daya manusia; teknologiTeks Lengkap:
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DOI: https://doi.org/10.37531/yum.v7i3.7574
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