Kinerja Sentra Pelayanan Kepolisian Terpadu (SPKT) dalam Pembuatan Laporan Polisi (LP) di Kepolisian Daerah Sumatera Utara

Abstract

Kinerja merupakan hasil kerja secara kualitas dan kuantitas yang dicapai oleh seseorang dalam melaksanakan tugasnya sesuai dengan tanggung jawab yang diberikan. Berdasarkan hasil observasi awal di Sentra Pelayanan Kepolisian Terpadu (SPKT) Polda Sumatera Utara, ditemukan beberapa permasalahan seperti sikap petugas yang kurang ramah,pelayanan yang lambat, serta ketidakkonsistenan penerapan Standar Operasional Prosedur (SOP). Penelitian ini bertujuan untuk mengetahui kinerja SPKT dalam pembuatan Laporan Polisi (LP) dengan menggunakan teori mangkunegara dan metode penelitian kualitatif deskriptif. Data diperoleh melalui wawancara, observasi, dan studi dokumentasi, kemudian dianalisis melalui reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa kinerja SPKT secara umum cukup baik. Dari indikator kualitas kerja, pelayanan sudah mengikuti SOP dan menunjukkan profesionalitas, namun belum konsisten di seluruh petugas. Kuantitas kerja tergolong tinggi, terlihat dari banyaknya laporan yang ditangani setiap hari, meskipun keterbatasan personel dan beban administrasi menjadi kendala. Pelaksanaan tugas berjalan efektif karena koordinasi dan komunikasi antaranggota cukup baik, tetapi masih terhambat oleh sarana dan jaringan. Sementara itu, tanggung jawab petugas cukup tinggi dalam aspek teknis, namun masih lemah dalam akuntabilitas dan transparansi kepada masyarakat. Faktor pendukung kinerja meliputi penerapan SOP, kedisiplinan, dan koordinasi internal, sedangkan faktor penghambat adalah keterbatasan SDM, sarana, dan pelatihan. Peneliti menyarankan agar SPKT meningkatkan kompetensi dan jumlah personel, memperkuat sistem digital pelayanan, serta mengoptimalkan pengawasan dan evaluasi rutin agar pelayanan publik semakin cepat, transparan, dan berintegritas. Performance is the result of work achieved by an individual in terms of quality and quantity in carrying out their duties in accordance with the responsibilities assigned to them. Based on preliminary observations at the Integrated Police Service Center (SPKT) of the North Sumatra Regional Police, several issues were identified, such as officers’ unfriendly attitudes, slow service, and inconsistent implementation of the Standard Operating Procedure (SOP). This study aims to determine the performance of SPKT in processing police reports (LP) using Mangkunegara’s performance theory and a descriptive qualitative research method. Data were collected through interviews, observations, and documentation studies, then analyzed through data reduction, data presentation, and conclusion drawing. The results show that the overall performance of SPKT is relatively good. In terms of the quality of work, services are provided according to the SOP and reflect professionalism, although consistency among officers remains an issue. The quantity of work is considered high, as reflected by the large number of reports handled daily, despite challenges such as limited personnel and administrative workload. Task implementation runs effectively due to good coordination and communication among members, but is still hindered by limited facilities and network issues. Meanwhile, officers’ responsibility is relatively high in technical aspects, but remains weak in accountability and transparency toward the public. Supporting factors of performance include SOP implementation, discipline, and internal coordination, while inhibiting factors involve limitations in human resources, facilities, and training. The researcher suggests that SPKT enhance personnel competence and quantity, strengthen digital service systems, and optimize supervision and regular evaluations to improve the speed, transparency, and integrity of public services.