needs, such as the need for administrative services. The response of officer which should be supported by good service has been in line with the guiding principles of public service so that the
peoples needs can be met.
c. Accountability
The Minister of Administrative Decision No. 25 of 2004 on Guidelines for Public Satisfaction Index on Government Organization Services Unit intended to make the entire officer of service
units use this guidelines in delivering services to public. In reality of practice in the field, the principles of these services have not been fully mastered and
internalized because the socialization has not been implemented optimally by the government, especially in Toroh sub district to the authorities who are in charge in services. In carrying out his
duty as a public servant, officer using the rules in force, and obliged to run it. Implementation should be supported by the level of mastery of the rules. Mastery and application of the guidelines
and the absolute standard in giving services to the public will get a guarantee of legal certainty. d.
Productivity
Dwiyanto 2001: 60 suggests that the productivity is a concept which measures not only the efficiency but also the effectiveness of public services. The instrument used to measure the level
of productivity is efficiency and effectiveness. Efficiency meant in the sense of public service is only limited to matters directly related to the
achievement of service while maintaining the openness between product requirements and public services provided to prevent any repetition of giving completeness requirements. Efficiency level
in Toroh sub district is still lacking. People still have to come to the sub district office for several times because there are deficiencies in the requirements of the proposed application for the service,
so that the service process is delayed. This happens because most people are not informed about service procedures in getting application paperwork or permit. People come directly to the sub
district office without any introduction letter from the government underneath, causing the people have to go back to resolve the issue until the requirements are met.
The effectiveness level of services in Toroh Sub district based on the questionnaire is quite good. This means that the achievement of the goal to get the public satisfaction has been fulfilled.
However, based on the author
’s observations, the effectiveness level of services in Toroh Sub district is still relatively lacking which means that the performance of government officers has not
reached the desired destination in providing services to the public.
e. Affecting Factors
1. The Ability of Authorities Human Resources
The ability of government officers is crucial in determining the quality of services provided. The knowledge aspect consists of the knowledge and skills which are important in supporting the
organization in achieving its objectives. The ability of a human resource can be seen from the embodiment of the work and attitudes of
behavior in organizational and social life, so that the level of the officers’ capability greatly affect the performance of the organization. The level of Toroh sub district officers ability can be said
quite good but needs to be improved, so some of the inhibiting factors in implementing their performance to provide services to the public can be minimized.
2. Work Experience
The officer working experience is strongly influenced by the tenure because an officer whose tenure is more than 10 years will be more experienced than the new officer. It can be seen that the
experience comes from the field when an employee facing the work directly in the field. According to Table 11, it can be seen that almost 99 of Toroh sub district officers’ tenure are
more than 10 years, so it is expected that the experience will be able to support the implementation of the tasks.
f. Qualified Services
The Decision of Minister of Administrative No. 25 of 2004 on the public satisfaction indexing guidelines of Government Services Unit, there are 14 elements that are relevant, valid and
reliable as an element that must be present as the basic measurement of citizen satisfaction index as follows:
1.
Services Procedures
From the results of respondents either from Toroh sub district officers or public, it can be concluded that the services procedures are still lacking. It is caused by a lack of
socialization and implementation of KEPMENPAN The decision of Minister of Administrative No. 25 of 2004.
2. Terms of Services
Terms of services are related to the level of public knowledge and the role of officers in the public in socializing through village officers, as it is impossibe for a limited number of
sub district officers to socialize terms of services directly to the public. This thing has a purpose to give a clear information to the public in getting terms of services so that they can
get the services easily.
3. Clarity of Service Officers
