Effectiveness of Work System Implementation at the General Bureau of West Sulawesi Regional Secretariat

Nur Azikin Hidayat; Muh. Syarif Ahmad; Andi Rasdiyanti; Muhammad Idris; Wahyu Nurdiansyah N

doi:10.55227/ijhess.v6i2.2587

Authors

Nur Azikin Hidayat Politeknik STIA LAN Makassar
Muh. Syarif Ahmad Politeknik STIA LAN Makassar
Andi Rasdiyanti Politeknik STIA LAN Makassar
Muhammad Idris
Wahyu Nurdiansyah N

DOI:

https://doi.org/10.55227/ijhess.v6i2.2587

Keywords:

work system, organizational effectiveness, work coordination, resource efficiency, public service

Abstract

This study analyzes how the work system is implemented at the General Bureau of the Regional Secretariat of West Sulawesi Province, how effective it is, and which factors support or hinder it. The Bureau reports high organizational performance achievement, yet daily work still faces concurrent workloads, changing requirements, and incomplete data and documents. A descriptive qualitative design was used. Data came from semi-structured interviews with 14 purposively selected informants (nine from the Bureau and five from other bureaus receiving its services), observation, and documentation, and were analyzed through data reduction, display, and conclusion drawing with triangulation. Effectiveness was assessed through goal achievement, resource-use efficiency, work coordination, and service quality. The work system operates through work arrangements, work mechanisms, standard operating procedures, task distribution, coordination, and resource utilization. Performance achievement stayed between 95% and 99% in 2021–2025 and the 2025 community satisfaction index was 90.51, but the accountability evaluation score fell in 2025 and service speed scored lower than procedures and complaint handling. Implementation is reasonably effective but needs strengthening in cross-unit coordination (cited by 8 of 14 informants), procedural clarity, workload management, and the completeness of data. Clear task division, SOPs, leadership direction, facilities, and inter-unit cooperation support it.

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