Polda Kaltim

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Alhamdulillah, Ada Polisi!Amir Imbaruddin

Guru Besar Pelayanan Publik, STIA LAN Makassar

Balikpapan, 18 November 2011


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Alhamdulillah!

Kontingen Polisi (Formed Police Unit/FPU) IIIIndonesia yang tergabung dalam misi

kemanusian United Nations African UnionMission in Darfur (UNAMID) meraih predikatterbaik karenaProfesionalitas, Loyalitasdan

Komitmendalam menjalankan tugas


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Alhamdulillah!

Penangkapan kawanan perampokBank CIMB Niaga Cabang Aksara

Medan, Sumatera Utara dalam waktuyang relatif singkat/cepat


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Astagafirullah!Survey Kepuasan Masyarakat Terhadap Kinerja Polisi

Jenis Kinerja PuasTidakPuas

TidakTahu

Menangani Kriminilitas 42,2 57,6 0,2

Menangani Terorisme 46,0 52,1 1,9

Menangani Kerusuhan SARA 28,9 69,1 3,0

Menangani Korupsi 24,5 74,8 0,7

Menangani Pelanggaran HAM 23,3 74,3 2,4

Menangani Pelanggaran Lalulintas 37,3 61,5 1,2

Menangani Kemacetan Lalulintas 41,0 58,4 0,6

Menangani Kecelakaan Lalulintas 50,7 46,7 1,6

Kompas, Juni, 2008


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Astagafirullah!

Apa Kata Warga Jakarta?

Puaskah Anda dengan kinerja institusi kepolisian?

JAWABAN FREKUENSI PERSEN

Puas 167 33.4

Tidak Puas 306 61.2

Tidak Tahu 27 5.4

Jumlah 500 100

Indonesia Human Right Monitor, Imparsial, Juli 2011


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TRIBRATA NO. 3

Senantiasamelindungi,

mengayomi, danmelayani masyarakat

dengan keikhlasanuntuk mewujudkan

kemanan dan

ketertiban


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WhyAstagafirullah!:

Gaps of Service Quality

CUSTOM

ER

Word-of-MouthCommunication

PersonalNeeds

Past Experience

ExpectedService

PerceivedService

Service Delivery

Service QualitySpecifications

ManagementPerception of

CustomerExpectation

P

ROVIDE

R

ExternalCommunication to

Customers

5

3

2

4

1

(Parasuraman et. al., 1990:46)


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Gap 1:Customer Expectation

Management Perception of Customer Expectation

CUSTOM

ER


PersonalNeeds

Past Experience

ExpectedService

PerceivedService

Service Delivery



CustomerExpectation

P

ROVIDE

R


Customers

5

3

2

4

1



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KEY CONTRIBUTING FACTORS:

1. Lack of Marketing Research

Orientation1. Insufficient marketing research

2. Inadequate use of research findings

3. Lack of interaction between managementand customers

2. Inadequate Upward Communication

3. Too Many Level of Management

Gap 1:Customer Expectation

Management Perception of Customer Expectation


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Closing Gap 1

Using marketing research findingseffectively

Increasing interaction between

management and customers Improving upward communication

from contact personnel to

management Reduce the number of levelsbetween contact personnel andmanagement


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Philosophical Dimension ofCommunity Policing

Citizen Input- Police agencies need extensiveinput from citizens on problems, priorities,policies, etc.

Broad Function- Policing is a broad function - itis much more than just law enforcement

Personal Service- Policing works best whenofficers know citizens and deliver personalizedservice - the opposite of stranger policing

Polisi Kemasyarakatan


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Listening to Your Customers(Osborne and Gaebler 1992:177-8)

Citizen surveys

Neighborhood meetings

Community surveys

Citizen police academy Citizen contact reports

Citizen councils

Focus groups

Citizen interviews

Electronic mail

Customer service training

Test marketing Quality guarantees

Inspector

Ombudsmen

Complaint trackingsystem

0800 Numbers

Suggestion boxes orforms

Kotak Pos 5000

SMS

Websites


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http://www.propam.polri.go.id

Saya berharap website Propam ini bisamenampilkan 2 hal:

Pertama, prosedur pemeriksaan Polri terhadapmasyarakat apabila ada petugas Polri ingin

melakukan pemeriksaan di TKP. Supayamasyarakat bisa membedakan ini petugas atauoknum. Saya sendiri belum pernah seumur hidupmelihat ID Polri yang asli atau yang palsu...

Kedua, penjelasan mengenai hukuman terhadapoknum polisi yang melakukan pemerasan.Misalnya apa hanya surat teguran saja. Saya rasaenak dan ringan sekali hukuman itu. Masyarakatperlu mngetahui. Terima kasih (Budi)


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http://jogja.polri.go.id/pengaduan/9409.html

PELAYANAN SIM KELILING21 Oct 2011 at 8:49 amPengirim: BUDIIP Address: 203.30.237.139

Mohon ijin Pak...ini mau mengajukan usul....sehubungandengan peningkatan pelayanan SIM keliling di WilayahPOLDA Yogyakarta kami meminta di perluas

pelayanannya yaitu di lingkungan instansi-instansi

pemerintah Yogyakarta....sehingga pelayanan SIM lebihmudah dan cepat serta efisien...

Tanggapan :

G 2


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Gap 2:Management Perception of Customer Expectation

Service Quality Specification

CUSTOM

ER


PersonalNeeds

Past Experience

ExpectedService

PerceivedService

Service Delivery



CustomerExpectation

P

ROVIDE

R


Customers

5

3

2

4

1



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KEY CONTRIBUTING FACTORS:

1. Inadequate ManagementCommitment to Service Quality

2. Perception of Infeasibility

3. Inadequate Task Standardization

4. Absence of Goal Setting

Gap 2:Management Perception of Customer Expectation

Service Quality Specification


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Closing Gap 2

Committing to quality

Creating possibilities Kita Bisa Standardizing tasks

Setting service-quality goals

G 3


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CUSTOM

ER


PersonalNeeds

Past Experience

ExpectedService

PerceivedService

Service Delivery



CustomerExpectation

PROVIDE

R


Customers

5

3

2

4

1


Gap 3:Service Quality Specification

Service Delivery


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Gap 3:Service Quality Specification

Service Delivery

KEY CONTRIBUTING FACTORS:1. Role Ambiguity

2. Role Conflict

3. Poor Employee-Job Fit

4. Poor TechnologyJob Fit

5. Inappropriate Supervisory Control System

6. Lack of Perceived Control

7. Lack of Team Work


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Closing Gap 3

Providing role clarity

Eliminating role conflict

Improving employee-technology-job fit

Empowering service employees

Building teamwork

G


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Gap 4:Service Delivery

External Communication to Customers

CUSTOM

ER


PersonalNeeds

Past Experience

ExpectedService

PerceivedService

Service Delivery



CustomerExpectation

PROVIDE

R


Customers

5

3

2

4

1



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Gap 4:Service Delivery

External Communication to CustomersKEY CONTRIBUTING FACTORS:

1. Inadequate horizontal communication1. Inadequate communication between operations and

public relations

2. Inadequate communication between humanresource, operations and public relations

2. Differences in policies and proceduresacross branches or departments

3. Propensity to over-promise


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Closing Gap 4

Opening channels ofcommunication between units

Providing consistent serviceacross branches

Developing appropriate andeffective communications aboutservice quality


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Alhamdulillah Ada Polisi!

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