MANAJEMEN PELAYANAN PUBLIK: Konsep, Kebijakan, dan Inovasi
Keywords:
MANAJEMEN, PELAYANAN, PUBLIKSynopsis
Pelayanan publik merupakan urat nadi penyelenggaraan pemerintahan di Indonesia. Sebagaimana termaktub dalam Undang-Undang Nomor 25 Tahun 2009, pelayanan publik adalah kegiatan atau rangkaian kegiatan dalam rangka pemenuhan kebutuhan pelayanan sesuai dengan peraturan perundang-undangan bagi setiap warga negara dan penduduk atas barang, jasa, dan/atau pelayanan administratif yang disediakan oleh penyelenggara pelayanan publik. Kebutuhan manusia yang amat beragam mulai dari pengurusan Kartu Tanda Penduduk (KTP), surat keterangan, hingga layanan air bersih dan listrik menuntut pemerintah untuk senantiasa meningkatkan kualitas pelayanannya. Buku ini hadir untuk memberikan pemahaman yang komprehensif mengenai manajemen pelayanan publik, mulai dari fondasi konseptual hingga implementasi kebijakan dan inovasi di lapangan. Secara garis besar, pembahasan dalam buku ini mencakup: (1) Konsep Dasar Manajemen Pelayanan Publik, (2) Prinsip-Prinsip Good Governance dalam Pelayanan Publik, (3) Inovasi Pelayanan Publik, (4) Pengukuran Kepuasan Masyarakat (IKM), (5) Manajemen Sumber Daya Manusia (SDM) Pelayanan, (6) Standar Operasional Prosedur (SOP) dan Alur Pelayanan, (7) Manajemen Sarana dan Prasarana Pelayanan, (8) Kebijakan dan Regulasi Pelayanan Publik, (9) Pelayanan Publik yang Inklusif dan Berkeadilan, (10) Partisipasi Masyarakat dalam Pelayanan Publik, (11) Manajemen Risiko dalam Pelayanan Publik, dan (12) Pengawasan dan Evaluasi Pelayanan Publik.
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July 27, 2026
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