Performance Apparatus Civil Country (ASN) in Public Services (Policy Implementation Study based on the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform Number 6 of 2022 concerning Management Performance Employee Apparatus

Abstract

This study aims to describe and analyze the Performance of State Civil Apparatus (ASN) in Public Service (Policy Implementation Study Based on the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform Number 6 of 2022 concerning the Performance Management of State Civil Apparatus Employees in Urban Villages) and identify factors that affect its implementation. The research was conducted in three sub-districts, namely Pandanwangi, Kotalama, and Gadang Villages, using a descriptive qualitative approach. The analysis of ASN performance is based on five dimensions of public service quality, namely tangible, reliability, responsiveness, assurance, and empathy, using the analysis of the Grindle Policy Implementation Model framework.

The results of the study show that the performance of civil servants in public services at the sub-district level is uneven and still faces structural, managerial, and behavioral challenges. In the tangible dimension, services are supported by the availability of infrastructure and the use of technology, but the quality of facilities between villages is not evenly distributed. The reliability dimension shows that the service has been running according to procedures, but it is not consistent due to the limitations of non-standard SOPs, the number and capacity of human resources, and the high workload. The responsiveness dimension shows that there are ASN initiatives to help the community, but it is not optimal due to limited resources and communication skills. In the assurance dimension, ASN has tried to provide certainty and a sense of security, although different information and limitations of apparatus competence are still found. Meanwhile, the empathy dimension shows that the friendly and caring attitude of ASN is not evenly distributed to the community.

This study shows that the performance of ASN in public services is influenced by supporting and inhibiting factors, which include performance management regulations, apparatus commitment, infrastructure support, technology utilization, human resource limitations, high workload, limited managerial authority, and aspects of apparatus behavior and communication. Analyzed through the Grindle Policy Implementation Model, the imbalance between the content of policy and the context of implementation is the main factor in the lack of optimal performance of civil servants at the sub-district level.

The novelty of this research lies in an integrative approach that connects the dimensions of public service quality, the value of ASN morals, and the Grindle Policy Implementation Model in analyzing the performance of ASN at the sub-district level. In addition, this study produced a model of ASN placement based on categorization and village grades as policy recommendations to realize the principle of the right man on the right place, increase justice through a reward system, and encourage a more contextual and sustainable improvement of the quality of public services.