Performance Effectiveness of Public Service Providers at the General Bureau of West Sulawesi Regional Secretariat

Dendy Achmad; Muh. Ahmad Syarif; Andi Rasdiyanti; Frida Chairunisa; Alam Tauhid Syukur

doi:10.55227/ijhess.v6i2.2579

Authors

Dendy Achmad Master of Applied Administration Program, Study Program of State Development Administration, Politeknik STIA LAN Makassar, Makassar, Indonesia
Muh. Ahmad Syarif Master of Applied Administration Program, Study Program of State Development Administration, Politeknik STIA LAN Makassar, Makassar, Indonesia
Andi Rasdiyanti Master of Applied Administration Program, Study Program of State Development Administration, Politeknik STIA LAN Makassar, Makassar, Indonesia
Frida Chairunisa Master of Applied Administration Program, Study Program of State Development Administration, Politeknik STIA LAN Makassar, Makassar, Indonesia
Alam Tauhid Syukur Master of Applied Administration Program, Study Program of State Development Administration, Politeknik STIA LAN Makassar, Makassar, Indonesia

DOI:

https://doi.org/10.55227/ijhess.v6i2.2579

Abstract

This study analyzes the performance effectiveness of public service providers at the General Bureau of the Regional Secretariat of West Sulawesi Province using a descriptive qualitative approach. Data were collected through semi-structured interviews with seven purposively selected informants (leaders, structural officials, implementing staff, and service users), observation, and documentation, including the 2025 Community Satisfaction Survey (150 respondents). The analysis draws on Duncan’s organizational effectiveness framework, as presented in Steers, which comprises goal achievement, integration, and adaptation. The findings indicate that service delivery is generally reasonably effective but not yet fully optimal. The survey index reached 90.51 (category A, very good), and all 150 respondents rated service speed positively (42% fast, 58% very fast). Timeliness nevertheless had the lowest score of the nine survey elements (3.58 on a 4-point scale; index 89.50) and is constrained by limited facilities, system or network disruptions, concurrent workloads, and sudden changes in leadership requirements. Complaint handling scored highest (3.74; index 93.50). Inter-unit communication and communication with service users support coordination and information delivery, although the consistency of information and the speed of coordination need to be strengthened. Regulatory changes are followed up through briefings, procedural adjustments, and information dissemination, but staff understanding needs to be more even. The study recommends regular evaluation, improved facility and system support, better workload management, stronger coordination, and continuous dissemination of regulatory updates.

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