OTOMASI PELAYANAN PERIZINAN, INOVASI PELAYANAN PUBLIK KANTOR PENGAWASAN DAN PELAYANAN BEA DAN CUKAI TIPE MADYA PABEAN C KOTA BARU

Abstract

Abstrack

Innovation is a culture that must be developed in the public services. Quality, fast, efficient, low cost and accountable services have become a public demand that is increasingly aware of their right to be served. Kota Baru Customs and Excise Office  (KPPBC TMP C Kotabaru) as a one of the public service agencies always increase public satisfaction, one of the efforts made is to make innovation of licensing service through Online Licensing Information System ( SIMPONI). This research used a qualitative- descriptive approach.  This research was to describe how SIMPONI able to improve the quality of public service in KPPBC TMP C Kotabaru used Zeithaml, Parasuraman & Berry indicator which have elaborated, tangible, reliable, credibility, and competency. This research also aims to describe the value added of SIMPONI. An Innovation must provide added value to people using public services. According to Lovelock & Wright, the value added of service is something that can add value that makes it easier and extra value for customs duty payers through complementary services. The results showed that SIMPONI able to improve the quality of service, increase the index of customs duty payers satisfaction from 3.61 to 4.18; provide added value, namely the ease to apply for permits, save transportation costs, speed up the licensing process; can be used as legal evidence.

Keywords: Customs, Innovation, Automation,  licensing services, efficiency