Implementasi Peraturan MENPAN No 5 Tahun 2009 Tentang Pedoman Umum Penangan Pengaduan Masyarakat Bagi Instansi Pemerintah Studi Pada Kelurahan Kota Matsum I Kecamatan Medan Area

Abstract

In order to improve public service delivery is maximized, the Local Government shall improve the quality of public services that aim to build public confidence in the apparatus as a provider of public services in order to improve the welfare of society by making public complaints as a means to improving public services. As stipulated in the Regulation of the Minister of State for Administrative Reform No. 13 Year 2009 on Guidelines for Improving the Quality of Public Services implemented the provisions of Rule Minister of State for Administrative Reform No. 5 of 2009 on the General Guidelines for Handling Public Complaints For Government Agencies, with participation concerning the application Mayor of Medan decision No. 43 of 2002 on the Implementation of Urban Terrain Regulation No. 22 Year 2002 on the Implementation of the Population Registry Levy Exemption in respect Population Management Information System (SIMDUK) And Deeds civil Note In the city of Medan. Factors affecting the implementation of public services, especially regarding the quality of public services, namely communication factors, resource factors, factors dispositions / attitudes, and factors of organizational structure. One of the main tasks of bureaucratic functions at a public (government) is to provide the best service to the public (excellent service). In the theory of public services, excellent service can be realized if there is a minimum service standards (SPM). To ensure that the service process can run consistently required their Standard Operating Procedures, developed a customer satisfaction survey and a complaint management system and improving the service culture.