Penerapan Prinsip-Prinsip Good Governnace Dalam Pelayanan Publik Di Kelurahan Pangkalan Kasai

Abstract

This research is motivated by various public complaints about the quality of public services in Pangkalan Kasai Village, Indragiri Hulu Regency, such as the slow process of issuing Land Certificates (SKT), fees being charged for processing Poverty Certificates (SKTM), and lack of information transparency from the village administration. These conditions indicate that the principles of Good Governance have not been optimally implemented in public services at the village level. The issues examined in this research are how the principles of Good Governance are applied in public services in Pangkalan Kasai Village and what are the supporting and inhibiting factors. This research uses the Good Governance theory proposed by the United Nations Development Programme (UNDP, 1997), which includes eight indicators: participation, rule of law, transparency, responsiveness, consensus orientation, equity, effectiveness and efficiency, and accountability. However, the researcher limited the focus to five main indicators considered most relevant in the context of public services at the village level, namely: transparency, accountability, responsiveness, effectiveness and efficiency, and equality and inclusiveness. The method used is descriptive qualitative with data collection techniques through in-depth interviews, observation, and documentation. Research informants consisted of village officials and residents who use the services. The results of this research indicate that the principles of transparency and accountability are still not optimal, characterized by unclear procedures, limited access to information, frequent delays in document completion, and problems with staff time discipline..