Analisis Strategi Penguatan Pemantauan Dan Evaluasi Kinerja Penyelenggaraan Pelayanan Publik (PEKPPP) Di Kabupaten Asahan (Studi Kasus RSUD Hj. Abdul Manan Simatupang Kisaran)

Abstract

This study aims to analyze strategies for strengthening the monitoring and evaluation system of public service performance (PEKPPP) in Asahan Regency, focusing on H. Abdul Manan Simatupang Regional General Hospital (RSUD) as the service unit that obtained the lowest score in the 2024 PEKPPP evaluation. The background of this research lies in the gap between the ideal public service regulations and their actual implementation in the field. The Low scores in indicators such as information systems (0.14), service innovation (0.06), and consultation-complaints (0.18) indicate weak integration, participation, and servic-oriented culture within the hospital’s internal system. This research employs a descriptive qualitative approach, with data collected through in-depth interviews, document analysis, and field observations. The Informants consist of hospital leaders, technical implementers, service officer, and external service users such as patients and their families. The result show that the implementation of PEKPPP at H. Abdul Manan Simatupang still faces challenges in terms of human resource professionalism, weak digital information systems, lack of innovation and public participation, as well as ineffective follow-up on survey results and community complaints. The recommended strengthening strategies include implementing quick wins for low-performing indicators, digitalizing the public service information system in an integrated manner, establishing a cross-sectoral support team between the Asahan Regency Government and the hospital, enhancing human resource capacity through continuous training, and fostering a performance, transparency, and innovation-based work culture . The implementation of these strategies is expected to improve the effectiveness of PEKPPP implementation and enhance the quality of public services in Asahan Regency sustainably.