Sistem Manajemen Pengaduan Terintegrasi dalam Rangka Reformasi Birokrasi

Authors

Sik Sumaedi

Keywords:

Sistem, Manajemen, Pengaduan, Terintegrasi, Rangka, Reformasi, Birokrasi

Synopsis

Penulis: Sik Sumaedi

Dalam rangka meningkatkan kualitas pelayanan publik serta mewujudkan tata kelola pemerintahan yang baik, instansi pemerintah terus dituntut untuk melaksanakan dan mengembangkan program reformasi birokrasi. Salah satu program yang harus dijalankan adalah pengelolaan pengaduan. Dalam Permen PAN dan RB Nomor 1 Tahun 2015 tentang Pedoman Evaluasi Kinerja Penyelenggara Pelayanan Publik, salah satu komponen penilaian kinerja adalah pengelolaan pengaduan.

Pentingnya pengelolaan pengaduan bagi instansi pemerintah, sudah sepantasnya disikapi dengan serius dan konsisten. Akan tetapi, dalam pelaksanaan timbul beberapa pertanyaan terkait dengan sistem manajemen pengaduan pelanggan, seperti apakah yang harus diterapkan? Apa yang perlu dilakukan untuk menerapkan sistem manajemen pengaduan pelanggan tersebut? Hingga pada pertanyaan apa yang boleh ada dan tidak, agar sistem manajemen pengaduan pelanggan dapat sukses dalam mencapai tujuan?

Terbatasnya literatur mengenai pengetahuan untuk mengembangkan sistem manajemen pengaduan pelanggan yang sesuai dengan peraturan perundangan dan juga menerapkan praktik-praktik sistem manajemen pengaduan yang telah diakui dunia internasional memang belum ada. Untuk itulah, buku ini terbit sebagai salah satu kontribusi ilmiah guna menjawab pertanyaan-pertanyaan tersebut.

Buku ini dapat menjadi referensi yang tepat, khususnya bagi yang tertarik dengan topik pengelolaan pengaduan pelanggan, mulai dari praktisi seperti para pengambil kebijakan, pengelola pengaduan pelayanan, konsultan dan instruktur yang berhubungan dengan pengelolaan pengaduan; akademisi, seperti dosen, mahasiswa, dan peneliti dalam mengembangkan serta menerapkan sistem manajemen pengaduan yang efektif dan efisien dengan tetap mematuhi peraturan perundangan yang ada.

 

Copyeditor :  M. Kadapi Layouter : Nurhasanah Ridwan dan Prapti Sasiwi Cover designer  : Dhevi E.I.R. Mahelingga Registrasi : ISBN 978-979-799-859-2 Halaman : xviii + 175 hlm. Dimensi : A5 (14,8 x 21 cm)

©2016 Lembaga Ilmu Pengetahuan Indonesia (LIPI)

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May 13, 2020

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