| dc.description.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. | en_US |
