The Analysis of Public Service Performance at the Integrated Police Service Center in Handling Public Complaints at Pohuwato Police Departement

Abstract

This study aims to analyze the performance of public services at the Integrated Police Service Center (SPKT) of the Pohuwato Police in handling community complaints. The research focuses on five key aspects: work quality, task implementation, responsibility, limited human resources, and coordination among units. A qualitative method with a descriptive approach was employed. Data were collected through in-depth interviews with seven respondents, consisting of one head of the service unit, three officers, and three members of the reporting community. The findings indicate that overall service performance has been carried out in accordance with standard operating procedures, particularly in the aspects of task execution and officer responsibility. However, challenges remain, including insufficient personnel and weak coordination between units, which hinder optimal handling of public reports. From the community’s perspective, the existence of this service unit is considered important and helpful, yet improvements are still expected in terms of service speed, information transparency, and the utilization of information technology to make services more effective, accountable, and responsive.