Kinerja Perusahaan Daerah Air Minum Tirta Malem Kabupaten Karo dalam Pelayanan Air Bersih bagi Masyarakat di Kecamatan Kabanjahe

Abstract

PDAM Tirta Malem is responsible for providing clean water services to the community by participating in developing the regional economy. However, clean water services in Kabanjahe District are not optimal; out of 75,899 residents in Kabanjahe District, only 48,080 received access to clean water as of 2018. Pipeline damage and poor financial management make Tirta Malem not optimal for carrying out services. The purpose of this study is to describe the performance of PDAM Tirta Malem using indicators from Agus Dwiyanto (2002:49), namely productivity, service quality, responsiveness, and accountability, and to describe the inhibiting and driving factors of PDAM Tirta Malem's performance. The research method used is descriptive with a qualitative approach. Data collection was carried out using interviews, observation, documentation, and literature studies. The data was obtained and analyzed qualitatively with the New Public Management Theory approach by Christoper Hood, which rationalizes the public sector and makes it more comparable and responsive to citizens' needs by improving financial metrics, efficiency and effectiveness (value for money), flexibility that gives choice, and transparency. Research shows that PDAM Tirta Malem has not been able to provide clean water services to the people in Kabanjahe District. From the target of 80% service coverage, it is still at 68.7%. The service quality indicator shows that the community is dissatisfied with their service, and the performance value of PDAM Tirta Malem as of 2021 is in the sick category. The responsiveness indicator shows that PDAM Tirta Malem is not responsive in handling complaints but has developed a strategic agenda for service improvement. Accountability indicators show that PDAM Tirta Malem has carried out orderly financial reports and actions to avoid corruption and collusion, orally and in writing. The supporting factors for PDAM Tirta Malem's performance are increased finances, resources, and leadership. The inhibiting factors for PDAM Tirta Malem's performance are low human resources, finance, and water theft. Tirta Malem needs to install pumps at water sources, tighten supervision, repair pipes, conduct training for employees, and realize a business plan.