Strategi Pelayanan Publik Dalam Meningkatkan Kualitas Pelayanan Di Kantor Kelurahan Baratajaya Kota Surabaya

Abstract

Public service is any activity carried out by an organization or agency in order to meet the needs of the community. The purpose of this research is to identify and analyze the strengths, weaknesses, threats and opportunities to find out, describe and analyze public service strategies in improving service quality at the Baratajaya Village Office, Surabaya City. The data analysis technique used is descriptive qualitative method by applying SWOT analysis. Results and discussion of Strengths (strengths) by providing various types of public services, Weaknesses (weaknesses) there are some undisciplined employees, Opportunities (opportunities) The services provided have a legal basis in accordance with the policies of the Surabaya City and strategic locations and Threats Some communities are not cooperative. The strategies implemented in improving include: Increasing service innovation by utilizing online media, assisting the performance and service process, performing maintenance on programs or service applications used in the service system, Performing excellent service door to door by visiting the homes of residents who take care of service requests,