ANALISIS KINERJA PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP) PROVINSI KALIMANTAN UTARA
Abstract
Kinerja Pelayanan Terpadu Satu Pintu (PTSP) pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Provinsi Kalimantan Utara berperan krusial dalam meningkatkan mutu pelayanan publik, efisiensi birokrasi, dan akuntabilitas perizinan. Namun demikian, masih terdapat beberapa tantangan, antara lain prosedur yang panjang, belum optimalnya pelaksanaan mekanisme pelayanan satu pintu, serta keterbatasan sumber daya manusia dan standar pelayanan. Penelitian ini menggunakan pendekatan kualitatif deskriptif untuk menganalisis kinerja PTSP dengan menggunakan lima indikator yang dikemukakan oleh Dwiyanto (2012): produktivitas, mutu pelayanan, daya tanggap, tanggung jawab, dan akuntabilitas. Pengumpulan data dilakukan melalui wawancara, observasi, dan telaah dokumen yang melibatkan pemangku kepentingan internal DPMPTSP dan instansi terkait. Temuan penelitian menunjukkan adanya peningkatan produktivitas dan akuntabilitas, yang tercermin dari realisasi investasi yang terus meningkat. Namun demikian, mutu dan daya tanggap pelayanan masih terkendala oleh kurangnya sumber daya manusia, belum optimalnya fungsi tim teknis, dan belum konsistennya pelaksanaan prosedur operasi standar. Temuan ini menunjukkan bahwa faktor struktural, manajerial, dan kompetensi masih memengaruhi kinerja PTSP. Penguatan kapasitas kelembagaan, peningkatan sumber daya manusia, dan optimalisasi layanan digital sangat dibutuhkan. Secara keseluruhan, kinerja PTSP telah menunjukkan kemajuan, namun perbaikan sistemik masih diperlukan untuk mencapai layanan publik yang lebih cepat, lebih transparan, dan lebih responsif.
Kata kunci: Kinerja PTSP, kualitas pelayanan publik, daya tanggap, akuntabilitas.
Keywords
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DOI: https://doi.org/10.36269/dmkr.v6i1.4260
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