PROFESIONALISME PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) DI KOTA SURABAYA MELALUI SURABAYA SINGLE WINDOW

Abstract

This research is a descriptive qualitative research that aims to analyze the professionalism of the service of the state civil apparatus in providing services for issuing building permits in the city of Surabaya with the locus in the UPTSA of the city of Surabaya. The results of the study show that (1). The capabilities of the State Civil Apparatus (ASN) at UPTSA Surabaya are competent (2). Quality of service, the Surabaya single window program is always updated in accordance with instructions from the central government policy so that the quality of the service is always up to date. (3). Facilities and infrastructure, repairs and rejuvenation are routinely scheduled and implemented to support a succession of excellent services. (4). The number of Human Resources in supporting the service is sufficient, but there is a need for additional staff at several service posts related to the online licensing process. (5). Information Technology Utilization of information technology is proven by the innovation of online-based licensing services through the Surabaya Single Window. (6). Reliability, consistency of attitude and performance of bureaucrats in Surabaya City UPTSA in providing excellent public services is reflected in the high level of accountability of implementing officials to service programs.