Electronic Theses and Dissertation

EFEKTIFITAS PELAYANAN PRIMA SATUAN LALU LINTAS POLRESTA BANDA ACEH DALAM MEWUJUDKAN ANGGOTA POLRI YANG PROFESIONAL, MODERN DAN TERPERCAYA (PROMOTER)

Dewi Sartika*
M. Gaussyah**
Muazzin***


ABSTRAK

Pasal 1 ayat (1) UU Nomor 25 Tahun 2009 tentang Pelayanan Publik menyatakan bahwa setiap penyelenggara pelayanan publik harus memberikan pelayanan kepada masyarakat sesuai dengan peraturan perundang-undangan. Salah satu organsisasi penyelenggaraan pelayanan publik tersebut adalah Kepolisian Negara Republik Indonesia. Konsep pelayanan prima digunakan oleh pihak Kepolisian untuk memberikan pelayanan yang maksimal kepada masyarakat. Namun demikian, ditemui efektifitas pelayanan prima yang diberikan kepada masyarakat masih belum berjalan secara maksimal.
Penelitian ini bertujuan untuk mengetahui kapasitas satuan lalu lintas Polresta Banda Aceh dalam memberikan pelayanan prima dan mengetahui efektifitas pelayanan prima satuan lalu lintas Polresta Banda Aceh dalam mewujudkan anggota Polri yang profesional, modern dan terpercaya (Promoter) serta mengetahui faktor pendukung dan penghambat efektifitas pelayanan prima pada satuan lalu lintas Polresta banda Aceh.
Penelitian ini menggunakan metode penelitian hukum yuridis empiris. Dengan pendekatan penelitian yang digunakan yaitu pendekatan peraturan perundang-undangan (statute approach), pendekatan kasus (the case approach), dan pendekatan konseptual (conceptual approach). Analisis data dalam penelitian ini dilakukan secara deskriptif kualitatif.
Hasil penelitian menunjukkan bahwa kapasitas pelayanan prima Satuan Lalu Lintas Polresta Banda Aceh masih belum berjalan secara maksimal. Hal ini disebabkan oleh masih banyak anggota kepolisian yang khusus menangani pembuatan SIM belum memiliki sertifikasi penguji SIM, hanya 2 orang saja yang sudah memiliki sertifikasi penguji SIM dari total 20 orang personil Satlantas Polresta Banda Aceh yang khusus menangani pembuatan SIM. Efektifitas pelayanan prima Satuan Lalu Lintas Polresta Banda Aceh dalam mewujudkan anggota Polri yang profesional, modern dan terpercaya (Promoter) sudah memadai karena sudah sesuai dengan Standar Operasional dan Prosedur pelayan Penerbitan SIM. Beberapa faktor pendukung efektifitas pelayanan prima Satuan Lalu Lintas Polresta Banda Aceh adalah dimana semua anggota yang khusus menangani SIM ini sudah menjalankan tugasnya sesuai dengan SOP. Selain itu ada 18 orang anggota yang sudah lulus pendidikan Sarjana dan sebanyak 15 orang sudah melaksanakan sekolah kejuruan. Beberapa fasilitas yang tersedia juga sudah mendukung seperti ruang tunggu, papan informasi, dan fasilitas pembuatan SIM online. Sedangkan faktor penghambatnya adalah adanya kebijakan yang membatasi jumlah personel yang bisa mengikuti pelatihan sertifikasi uji SIM sebanyak 3 orang saja, kurangnya kesadaran masyarakat dalam melengkapi berkas persyaratan pembuatan SIM, minimnya mobil SIM keliling, kurangnya fasilitas seperti AC diruang foto, ketidaktersedian kantin dan musholla khusus.
Berdasarkan hasil penelitian disarankan. Pertama, para anggota kepolisian yang khusus menangani SIM yang berjumlah 20 orang sudah memiliki sertifikasi penguji SIM dan juga perlu diadakan pelatihan-pelatihan khusus seperti halnya peningkatan kualitas delapan standar pendidikan Polri. Kedua, lebih meningkatkan berbagai macam terobosan terbaru seperti adanya pengisian formulir online, pelayanan dan pembuatan SIM berbasis internet sehingga akan mempercepat proses pembuatan SIM. Ketiga, perlu adanya kerjasama dengan beberapa lembaga terkait lainnya dalam hal pemenuhan syarat pembuatan SIM seperti surat keterangan kejiwaan, penambahan beberapa fasilitas pendukung seperti adanya musholla dan kantin khusus yang menjual makanan dan minuman. Serta juga perbaikan atau penambahan pendingin dibagian ruang foto.


Kata Kunci : Efektifitas, Pelayanan Prima, Profesional, Modern dan Terpercaya (Promoter) Polri.





















THE EFFECTIVENESS OF BANDA ACEH RESORT POLICE’S (POLRESTA BANDA ACEH) EXCELLENT SERVICE IN ACTUALIZING PROFESSIONAL, MODERN, AND TRUSWORTHY (PROMOTER) POLICE OFFICERS

Dewi Sartika*
M. Gaussyah**
Muazzin***


ABSTRACT

According to Article 1(1) of Law Number 25 of 2009 concerning Public Services states that every public service provider must provide service to the community in accordance with the legislation. One of the organizations of the public service providers is the National Police of the Republic Indonesia. The concept of excellent service is used by the Police to provide maximum service to the community. However, it was foundthat the effectiviness of the excellent service provided to the community was still not running optimally.
This research aims to determine the capacity of the Banda Aceh Police Traffic Unit in providing excellent service and to comprehend the effectiveness of the service in actualizing professional, modern and trusworthy police officers as well as indicating the factors supporting and inhibiting the effectiveness or the efficiency of the service.
This research is a descriptive-analytical empirical legal research which uses statute approach, case approach, and conceptual approach. The data analysis is conducted qualitative descriptive.
The result of the research shows that the capacity of Banda Aceh Police Traffic Unit’s excellent service is still inadequate. This is also caused by considering that there are numbers of police officers who are specialized in making SIMs (driving licences) do not yet have special certification, only about two officers already having the certification. Meanwhile, the effectiveness of the excellent service of the Banda Aceh Police Traffic Unit in actualizing professional, modern and trusworthy police officers (Promoter) has so far been sufficient that it is in accordance with the Operational Standard and Procedure of the SIM Issuance. As for some of the supporting factors of the excellent service’s effectiveness of the Banda Aceh Police Traffic Unit in which all officers who specifically handle the issuance of SIM have carried out their duties in accordance with the SOP. In addition, there were 18 members who had graduated from undergraduate education and as many as 15 had already implemented vocational schools. Some available facilities, such as waiting rooms, information boards, and online SIM-making facilities, are also provided sufficiently. However, the inhibiting factor is the policy that limits the number of personnel who can participate in SIM test certification training as many as 3 people, lack of public awareness in completing the SIM requirements, the lack of mobile SIM cars and facilities such as air conditioners in the photo room, and unavailability of special canteens and musholla develop into the factors inhabiting the effectiveness of the service.
From the results of the research it is suggested. Firstly, it is expected that in the future the 20 (twelve) members or officers of the police specifically handling SIMs will have special certification and special training needs to be carried out as well as improving the quality of eight police education standards. Secondly, further enhancing the latest kinds of breakthroughs, such as filling out online forms, providing services and making internet-based SIMs so that it will accelerate the process of making SIMs. Thirdly, there is a need for cooperation with several other relevant institutions in terms of fulfilling SIM requirements such as psychiatric certificates, provide some supporting facilities such as the musholla and special canteen selling food and drinks, and also repair or equip the photo room with air conditioners.


Keywords: effectiveness, excellent service, Banda Aceh Resort Police (Polresta Banda Aceh), professional, modern, trustworthy (promoter).

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