Analisis Peningkatan Kualitas Layanan Berbasis Good Governance Di Kantor Sektor Penanggulangan Kebakaran Dan Penyelamatan Kecamatan Duren Sawit

Abstract

In densely populated urban areas such as Duren Sawit Sub-District in East Jakarta, challenges in delivering fire department services are becoming increasingly complex. High population density, growth in residential areas, and limited road access present specific obstacles during emergency response efforts. In addition, there are fundamental problems such as limited facilities and infrastructure, a lack of trained personnel, suboptimal reporting and complaint systems, and weak professional attitudes of officers when interacting with the public. This study aims to analyze the Analysis for improving fire department service capacity based on Good Governance principles in Duren Sawit Sub District. A descriptive qualitative approach was used, gathering insights from fire department leaders and staff. The results show that the Analysis for improving service capacity emphasizes open communication, harmonious relationships, mutual empathy between leaders and officers, and equality in work interactions. However, the fire department still faces various obstacles, including limited facilities and infrastructure (tangibles), absence of standard operating procedures (reliability), lack of a responsive reporting system (responsiveness), insufficient technical and public service competence among officers (competence), service access barriers (access), and weak service ethics (courtesy). Improvement efforts should focus on strengthening facilities, improving human resource competence, reforming service systems, and fostering professional ethics among personnel. These Analisises must be integrated with Good Governance principles such as accountability, transparency, and responsiveness to realize a high quality, effective, and trustworthy fire department service for the public.