Responsivitas Dinas Sumber Daya Air, Bina Marga, dan Bina Konstruksi dalam Penanganan Permasalahan Drainase sebagai Penanggulangan Banjir di Kota Medan

Abstract

Responsiveness is the most important thing in providing public services as a form of responsiveness and responsiveness in recognizing community needs, setting priorities and activity agendas in accordance with community needs. In this research, the responsiveness of the SDABMBK Service as a government agency was still stated to be lacking, seeing that there were still many complaints, criticisms and complaints made by the public regarding the lack of response or action from the Department in resolving the problems of drainage channels that were blocked by rubbish or sediment, infrastructure that was starting to deteriorate, and the uneven construction of drainage channels. This research aims to examine and describe in depth how responsive the SDABMBK Service is in providing services for handling drainage problems as flood management infrastructure in Medan City. The method used is descriptive research with a qualitative approach. Data collection was carried out by means of observation, interviews and documentation. The data obtained was analyzed using data triangulation as a data validity technique. The research uses responsiveness theory with indicators of responsiveness from Dwiyanto, including public complaints, the attitude of bureaucratic officials in responding to complaints from the public, the use of complaints from the public as a reference for improving future service delivery, the actions of bureaucratic officials to provide service satisfaction to the public, and the use of services in the applicable system. The research results show that intense direct communication or interaction is the most important thing as a form of responsiveness in the attitude of bureaucratic officials in responding to public complaints. The use of technology alone, such as social media, as indirect communication with the public is still lacking. So, in responding to public complaints, direct communication or interaction between the Department and the people affected by the flood is very necessary. Apart from that, various actions in responding to public complaints are also the most important thing as a form of responsiveness of the SDABMBK Service. This can be seen in the actions and activities to repair, upgrade and build drainage infrastructure which began to be intensified this year.