Kualitas Pelayanan Publik dalam Sistem Layanan Rujukan Terpadu (SLRT) untuk Penyediaan Data Terpadu Kesejahteraan Sosial Masyarakat Fakir Miskin di Dinas Sosial Kabupaten Deli Serdang

Abstract

So far, social assistance programs provided to the poor have always been plagued by the problem of data invalidity. The absence of data accuracy that occurs during the field verification process is the main concern of the government whether or not it has been appropriate in providing quality services in the Integrated Referral Service System (SLRT) for the poor. The government seeks to facilitate referral services to the poor for data on social assistance program services into one door, also known as integrated services (One Stop Services). This research aims to describe in depth the quality of service of the Integrated Referral Service System (SLRT) at the Deli Serdang Regency Social Service in addressing the needs of the poor in Deli Serdang Regency. In this research analysis, using indicators of public service quality put forward by Sinambela (2006), consisting of: transparency, accountability, conditionality, participatory, equal rights and balance of rights and obligations. The research method used in this research is descriptive qualitative research. Data and information were collected using interview techniques, observation, documentation and literature study. Data and information are then collected and analyzed to draw conclusions. After that, the validity of the data will be checked and determined through triangulation. The results of the research findings show that the quality of service of the Deli Serdang Regency Social Service in the Integrated Referral Service System (SLRT) can be assessed from six indicators. Government transparency can be seen from community access to information disclosure related to verification result data supported through social media platforms and E-Dabu links at the village office. If you only rely on social media, in fact it is not yet a solution to support transparency to the poor who have limitations. In the accountability indicator, it can be seen from the direct involvement of the government during the field verification process and realizing the data, every month the government has increased because the data results are published as a form of accountability. However, the government has not been able to condition data improvement and how long the right time is related to the results of data verification by the central government. In relation to the conditional indicators, so far government has always sought solutions when there are obstacles to community data that are rejected from the system during the final verification by the central government so that they are still included in the next waiting list. In terms of participation, the government cooperates with the village and involves community participation in monthly deliberations so that fraud does not occur during finalization, but there are still many villages that are not involved. Equality of rights is always prioritized in providing services at the Social Service without discrimination through the queue number given to the community. As the main implementer of services, the Deli Serdang Regency Social Service still experiences overlaps related to the delegated task load because there is an imbalance between rights and obligations.