Implementation of the Simparas Program: Challenges and Opportunities for Public Services in Sitinjo District, Dairi Regency, North Sumatra Province
DOI:
https://doi.org/10.55927/jsih.v5i2.15Keywords:
Simparas Program, Administrative Service Quality, Digital Public Service, Community Satisfaction Survey, Data-Based EvaluationAbstract
This study analyzes the implementation of the Simparas Program in improving administrative service quality in Sitinjo Subdistrict, Dairi Regency. Using a descriptive qualitative approach, data were collected through in-depth interviews, non-participant observation, and documentation involving subdistrict leaders, service officers, the Simparas operator, and community service users. The findings show that Simparas has been formally implemented as an electronic community satisfaction survey, but its implementation remains less than optimal. Communication has been delivered through meetings, briefings, direct assistance, and QR Code media, yet understanding of its evaluative function is uneven. Resource limitations, unstable internet access, dependence on the operator, and varying staff commitment also affect implementation. Administrative service quality is generally adequate, particularly in responsiveness, assurance, and empathy, but weaknesses remain in service information, waiting space, and service consistency. Simparas data are still used mainly for monitoring and reporting rather than systematic service improvement and evidence-based decision-making within the public organization.
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