Volume 2, No. 5 May 2024 p-ISSN 3032-3037| e-ISSN
3031-5786
Integrated Public Service
Analysis of South Bengkulu Police
Station
David Pratama Purba
College Of Police Science, DKI Jakarta, Indonesia
Email:
davidpratamap66@gmail.com
Technological progress is going so fast in the digital age. The world has entered the digital era that uses Information Systems/Information Tech (Teubner & Stockhinger, 2020). An information system is a man-made system containing an integrated set of manual components and computerized components that aim to collect, process, and generate user information (Hailemariam et al., 2023). Information technology can be used to process data, including processing, obtaining, compiling, storing, and manipulating data in various ways to produce quality information (Tampi et al., 2022).
E-government represents a modernization of public administration, integrating information and communication technologies with the core purpose of government: inclusively addressing issues and providing services to the public. This encompasses tasks such as state planning and administration ((Hernández et al., 2024);(Tsybulnyk et al., 2020)). E-government is used as a means of ICT to support good governance. The forms of e-gov used by the National Police are G2E and G2C ((Mabinane, 2022);(Amutha, 2022)).
Polri has widely used Information Systems/Information Tech in carrying out its duties, including online driver's licenses and Police Record certificates, video conferencing, e-ticketing and investigation, and other applications ((Sayogo et al., 2020);(Cordner, 2023)). This can also be seen at the South Bengkulu Police Station. Historically, the South Bengkulu Regional Police Station was part of the three initial main police stations in Bengkulu. The position of the South Bengkulu Regional Police Station is in the south of Bengkulu, bordering Lahat and the Indian Ocean. The vision of the South Bengkulu Regional Police Station is (Akbar, Nurazi, & Widodo, 2023):
"The realization of a professional, moral, dignified and close to
the community posture of the National Police, superior public security and
order services, the establishment of partnerships with the community, effective
law enforcement and proactive police synergy in order to strengthen internal
security"
This certainly
follows the motto of the National Police, which is professional, modern, and
trusted (promoter) (Herlambang et
al., 2023). The South Bengkulu Regional Police Station is entering the third
phase of the 2015-2010 strategic plan, which focuses on maintaining order and
community services (Veevers, 2021). Even though it is in a disadvantaged area zone, the South Bengkulu
Regional Police Station Station can compete with other police stations in big cities. South Bengkulu
Regional Police Station Station can develop and innovate to support public services to the community.
However, in its implementation, there are still some obstacles in the field (Rasiddin &
Ansori, 2022).
The problem formulation in this
analysis examines how to implement integrated public services effectively
through technology and communication. The purpose of this study is to determine
the efforts made in developing public services at the South Bengkulu Police
Station, analyze the process of public services at the Police Station using
SWOT and PEST analysis, and design the concept of integrated public services in
the future. The benefit of this analysis for the general public is that it can
be used to obtain optimal police performance results, which will provide direct
benefits to the community. At the same time, the internal benefit is to analyze
and evaluate the performance of Polres members in the field of public service
information technology to improve the quality of service in the future following
the vision of Polri Promoter.
The limitations of problems in
this analysis include two areas of problems to be studied, namely the
discussion of the analysis of the performance of the public service system at
the South Bengkulu Police Station using several methods, as well as
conceptualizing an integrated public service actualization design to improve
the performance of the police station.
This analysis contributes to the
existing body of research by delving into the specific context of the South
Bengkulu Police Station's efforts in leveraging IS/IT for public service
improvement. While prior studies have explored e-government initiatives and their
impact on governance and service delivery ((Ravšelj et al., 2022); (Bogdanoska et al., n.d.)), this research offers a focused examination of a regional
police station's strategies and challenges.
Additionally, applying
SWOT and PEST analyses to assess public service processes at the South Bengkulu
Police Station provides a structured framework for identifying strengths,
weaknesses, opportunities, and threats, offering insights into areas for
improvement and innovation. Furthermore, the proposed conceptualization of
integrated public services aims to address identified limitations and enhance
station performance, contributing to the discourse on effective implementation
strategies for e-government initiatives in law enforcement agencies.
Research Methods
The research method used in this analysis is descriptive quantitative, and it is located at the South Bengkulu Police Station, focusing on public services in several functions, including Police Record Certificate, Driver’s License, and Integrated One-Stop Administration System. The object of research is the public service system at the police station, which includes intelligence functions related to the Police Record Certificate and then related to driver's licenses. Research data comes from data and facts found directly in the field.
Open and closed questionnaires were used to collect the data, and they were given to several samples of officers and the public. They are asked to answer the questions and give reasons for their answers. The population in this study is officers and the public who are involved or use public services at the South Bengkulu Police Station.
Next, the collected data were analyzed using descriptive quantitative methods. The analysis was carried out by conducting statistical tests on the results of the questionnaire that had been given. From the analysis results, conclusions were made to present an overview of the performance of the Police Record Certificate and Driver’s License public service systems at the South Bengkulu Police Station and the effectiveness of public services that have been carried out so far.
Results and Discussion
Evaluation of the maturity of the
South Bengkulu Police Station strategy
Each
organization has a different form of strategy, both implicitly and explicitly,
including the police. Polres is a police organizational structure under the
Polda. Because the police are in direct contact with the community, they must
have a strategy to deal with all forms of order and maintain insecurity. Of
course, the level of maturity between each police station and other police
stations is also important. The South Bengkulu Regional Police Station has been
in phase four because it has been able to carry out strategic management in
improving public services.
Figure 1.
Evolution of Strategic Management Maturity
From
the picture above, in phase 4, the organization is encouraged to innovate and create
its business environment. The South Bengkulu Regional Police Station has been
good at planning and innovative work.
Strategic Planning Method for
Public Services of South Bengkulu Police Station According to the Version of Ward and Peppard
The most important factor in strategic planning is the use of work methodology. Methodology involves techniques, tools, and methods used to do something. The goal of the methodology is to minimize failures and ensure the involvement of all parties. According to research by Ward and Peppard, they used SWOT, PEST, CSF, value chain, and force model analysis techniques in developing their research. This version of the methodological approach starts from the condition of Information System/Information Tech investment in the past, which was less useful for the organization's business objectives and capturing business opportunities, as well as the phenomenon of increasing the competitive advantage of an organization because it can utilize Information System/Information Tech optimally and optimally (Zulkarnaen, 2022).
SWOT Analysis
This analysis is the
first model Ward and Peppard used in organizations. In an analysis at the South
Bengkulu Regional Police Station Station, an analysis of the factors of
strengths, weaknesses, opportunities, and threats in integrated public services
has been carried out as follows (Zulkarnaen,
2022):
Table 1. SWOT
analysis in integrated public services of South Bengkulu Police Station
|
OT/SW |
STRENGTHS |
WEAKNESS |
|
|
·
Have multiple
Information System accounts (website, Instagram, Twitter, YouTube) ·
Able to share info
at no cost (free) ·
Able to report
police performance audio-logically and visually |
·
No feedback on the number & progress of public complaint
reports ·
The absence of an accurate schedule in the manufacture of
driver's licenses and Police record certificate ·
CAMKOHA application (easy way to communicate with Android
phones) |
|
OPPORTUNITY |
SO Strategy |
Strategy WO |
|
·
Information Systems can be accessed by all ages (old,
young, children) ·
The public is more interested in reporting legal
cases/complaints because of the ease of Information Systems ·
People interested in making
driver's licenses and Police Record Certificate |
·
Public Relations of South Bengkulu Police is able to
increase effectiveness in protecting all aspects of society ·
Promote cooperation between police performance reports
(audio-visual) for better reporting of public complaints |
·
The South Bengkulu Regional Police Station further upgraded
its website to monitor the progress of public complaints in clear statistics ·
Optimizing the function of the CAMKOHA application to be
able to improve driver's licenses and police record certificate creation info |
|
THREAT |
ST Strategy |
WT Strategy |
|
·
Not all people are able to use the
features of Information system technology properly ·
The adaptation of the latest
technological changes that are difficult makes people want to return to
conventional information methods |
The Public Relations Officer of South Bengkulu Police
conducted a socialization and training campaign on the use of the South
Bengkulu Police Information System in all populated areas. |
Improvement of the CAMKOHA website and application must be carried out in
collaboration with village officials and the community so as not to return to
the information system. |
The
author uses this analysis to analyze success factors that are critical to the
objectives of integrated public services in the South Bengkulu Police Station.
This method was also used by Ward and Peppard (2002) in their research.
Table 2. CSF analysis of
integrated public services South Bengkulu Police Station
|
Purpose |
CSF |
Prime Measure |
|
Equitable distribution
and improvement of human resources of public service officers of the South
Bengkulu Police |
Equitable
distribution and improvement of human resources of public service officers of
South Bkl Police |
Increased
availability of public service officers who have been judged and certified |
|
Improve the
quality of facilities. Public Service
Infrastructure |
Number of public
service infrastructure of South Bengkulu Police |
Provision of
public service infrastructure |
|
Improve
the quality of police operations management |
Strengthening police operational management |
Strengthening the
quality of police operational management |
This
analysis leads to political, economic, social, and technological factors in the
analysis of public services for the South Bengkulu Regional Police. Ward and Peppard's
research also uses this analysis model.
Table 3. PEST public service South Bengkulu Police
|
Factor |
Threats/ Opportunities |
Initiate if |
IS/IT Requirements |
|
Politics |
PP 60 of 2016
policy on PNBP applicable to the National Police |
Considering policy changes and changes in PNBP tailored to the
capabilities of the Manna community |
DIPA South Bengkulu
Police Station |
|
Economics |
Increase in people's income |
Increase publicity of the excellence of the city of
Manna |
Tribrata news
website South Bengkulu Police |
|
Social |
Increasing law enforcement can affect public interest |
Socializing integrated public services to the people of
South Bengkulu |
Banners, brochures, pamphlets, banners |
|
Technology |
Technology utilization |
Utilization training ICT |
Software and
Hardware |
Figure 1.
Value Chain Analysis
Of Public Services Of South Bengkulu Police Station
Mini Statistical Test Results of
Integrated Public Service Research South Bengkulu Police Station
Based on
the results of a mini statistical test research conducted by the author on
public services at the South Bengkulu Police Station, including 9 driver's license service
officers consisting of 5 National Police personnel, 2 BRI personnel, and 2
health personnel and Police Record Certificate services consisting of 3
intelligence personnel and 2 honorees obtained results and combined with the
number of students and the community in South Bengkulu with a sample of 300
people obtained the following graph:
Figure 2.
Public
Service Chart of South Bengkulu Police for 4 years
Based
on the graphic image above, it was found that the public service system at the
South Bengkulu Police Station had received an "A" predicate with a
high Community Satisfaction Index (IKM). In 2018, it reached 79.86%. The public
service of the South Bengkulu Police has entered the integrity zone and
corruption-free area. However, between functions, there is still no integration
of data and services. Concept and Design.
The concept of Information
System/Information Tech integrated public services of the South Bengkulu Police
Station
The
concept of public service information system (IS/IT) application design is
directed by building an application that divides it into two parts, namely the
part that provides an interface to users and the part that processes and stores
data in a database so that if there is a disaster or disaster, the data does
not get lost. The application that will be used in implementing the concept of
public services is used by applications with a web-based model so that there is
a cohesiveness of data between the Traffic and Road Transportation Unit and
intelligence.
New Applications
The
innovative design is to create a new application that will support the Camkoha
application, which can only be used by the people of South Bengkulu. This
application will also be integrated with the regional Population and Civil
Registry Agency office.
Upcoming
Portfolio Design
The
upcoming portfolio design is carried out using McFarlan's application portfolio
matrix to find out an overview of each application's contribution to the
current and future South Bengkulu Police in order to lead to good public
services.
Table 3. PEST public service South Bengkulu Police
|
Current dependence on IS |
The future importance of IT |
McFarlan |
||
|
High |
Low |
High |
Low |
Category |
|
√ |
|
√ |
|
Strategic |
|
√ |
|
|
√ |
Key Operational |
|
|
√ |
√ |
|
High Potential |
|
|
√ |
|
√ |
Support |
Conclusion
Based
on the results of the analysis conducted by researchers, the public service
system at the South Bengkulu Police Station is quite good because it gets an
"A" grade and an integrity zone predicate. Its services have also
used SWOT, PEST, CSF, Value chain, and Forces Model analysis research models.
However, the data has not been integrated internally between the police and
intelligence. Likewise, externally with the Population and Civil Registration
Service. Therefore, the author considers it necessary to create an integrated
public service system internally and externally in order to improve services
and reduce bureaucracy towards good governance. Hopefully, this analysis can
provide a positive contribution to advancing the organization. Thus, it will be
able to increase the trust of the National Police in the eyes of the public
towards the transformation of public services.
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David Pratama Purba (2024) |
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First publication right: Advances in Social Humanities Research |
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