Evaluasi Manajemen Kinerja BPJS Ketenagakerjaan Cabang Medan Kota melalui Standar Layanan untuk Peserta dan Penerima Manfaat

Abstract

BPJS (Social Security Administering Body) in Law No. 24 of 2011 is a legal entity formed to organize a social security program. BPJS Ketenagakerjaan Medan City Branch is one of the public bodies that handles and enforces social security for companies and workers in Medan City by providing social security obtained by each worker which is carried out by implementing performance management to realize organizational goals in accordance with established service standards. This study aims to find out and describe in depth the Performance Management of BPJS Ketenagakerjaan Medan City Branch through Service Standards for Participants and Beneficiaries. The research method used in this study is descriptive qualitative. Data collection techniques used by interview, observation, and literature study. Data analysis techniques in the form of data reduction, data presentation, and drawing conclusions. This study uses management indicators according to George R Terry (2012), namely Planning, Organizing, Implementation and Supervision. The results of the study on the Performance Management of BPJS Ketenagakerjaan Medan City Branch through Service Standards for Participants and Beneficiaries have been carried out and attempted well but there are still several obstacles. Reviewed from the planning indicator through the determination of service standards, the preparation of strategies and HR planning and infrastructure have been implemented properly in accordance with supporting the services provided. The organizational indicator reviewed from the division of tasks and responsibilities, HR development, and infrastructure arrangements have been implemented but there are still obstacles in HR development which has not been carried out properly, namely through routine training in order to improve employee competence and ability in carrying out their work. The Implementation Indicator has been implemented according to standards and also uses technology for service efficiency but in claim and registration services there are still some obstacles in timeliness which may require additional training and strengthening of infrastructure in addition to the challenges in implementation related to service management which requires a fast response and sometimes requires more human resources. The Supervision Indicator has been effective, however, there are still challenges in maintaining consistency of supervision and in resolving participant complaints quickly, especially during peak hours which must be evaluated and improved again.