Enhancing Public Service Quality through Information Systems: A Case Study of PD Pontren in Sleman's Ministry of Religious Affairs
DOI:
https://doi.org/10.14421/jiemr.2023.12-02Keywords:
Diniyah Program, Information Systems, Islamic Boarding School, Public ServicesAbstract
Purpose – This study explores the implementation of a public service information system through the PD Pontren Section at the Ministry of Religious Affairs in Sleman, focusing on the quality and effectiveness of services provided to the community.
Design/methods/approach – Employing a qualitative, descriptive case study approach, the research utilized observations, semi-structured interviews, and a literature review. The data collection and analysis involved a three-step process: data reduction, data display, and data verification, enhancing reliability through triangulation.
Findings – The implementation of the Integrated Service Unit (PTSP) by PD Pontren demonstrates an efficient and comprehensive approach to public service. This includes a unified service delivery process, adherence to five critical work cultures, and a focus on Diniyah and Islamic Boarding School education. The study identified significant improvements in service transparency, accessibility, and accountability.
Research implications/limitations – While offering insights into effective public service systems, the study's focus on a single district limits its broader applicability. Comparative research across different contexts is recommended.
Practical implications – The findings can inform policy formulation and administrative practices in educational settings, highlighting the role of integrated information systems in enhancing service quality.
Originality/value – This research contributes to the understanding of the impact of information systems on public service delivery and educational quality, offering a model for other districts and educational institutions.
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