Zona Integritas Sebagai Strategi Reformasi Pelayanan Publik: Studi Kasus Pada Dinas Sosial Kota Palangka Raya

Abstract

The Integrity Zone (ZI) was established as an effort to realize cleane, transparent, and public service focused governance. The purpose of this study is to examine how the implementation of ZI affects the quality of public services at the Sosial Service Agency of Palangka Raya City. This study examines aspects of discipline, service speed, and the affectiveness of bureaucratic coordination. Using qualitative research with a study method through direct observation, interviews with two key informants, and examination of official document such as the ZI team decree and service SOPs. The result show that the implementation of ZI has improved employee discipline and made service procedures clearer, but there are still consraints in terms of human resources and physical facilities. Coordination between fields is also not yet optimal, resulting in misinformation in the field. Theoretically, these findings reinforce Edward III concept and the SERVQUAL model, which state that the success of policy implementation is determined by the bureaucratic structure and optimal service quality. The results of this study recommend strengthening internal coordination, increasing human resource capacity, and providing adequate supporting facilities so that the Integrity Zone truly becomes the foundation of bureaucratic reform that can have a real impact on society.