- December 2, 2019
- Posted by: Bovend Saor Sitinjak
- Category: Agenda, Berita, Informasi, Informasi, Jasa & Pelayanan

Pelayanan publik merupakan tanggung jawab pemerintah, baik di pusat maupun daerah. Terpenuhinya pelayanan publik merupakan salah satu indikator keadilan negara terhadap warga negaranya. Hak dasar ini harus diterima secara adil dan merata untuk semua golongan masyarakat dengan berbagai situasi dan latar belakang, baik ekonomi, wilayah, gender, fisik, maupun mental.
Hal tersebut diungkapkan Deputi Bidang Pelayanan Publik Kemenpan RB Prof. Dr. Diah Natalisa, MBA., saat menjadi keynote speaker pada acara Seminar HAM tentang Pelayanan Publik yang Berkeadilan, Senin (2/12), di Graha Sriwijaya Unsri.
Menurut Diah, pelayanan publik merupakan muara dan juga akhir dari pelaksanaan reformasi birokrasi. Tantangan yang dihadapi dalam penyelenggaraan pelayanan publik banyak sekali, terkait persepsi negatif dari masyarakat terhadap pelayanan publik, yang kualitasnya masih dirasakan belum sesuai harapan.
Ia memberikan beberapa contoh, di antaranya berbelit-belit, kinerja dan kompetensi SDM pelayanan publik yang masih dianggap kurang memadai, praktek-praktek yang masih koruptif, dan lain sebagainya.
Tantangan lain, lanjut Diah, juga muncul sebagai dampak kondisi geografis, lingkungan, serta persaingan global. Begitu pesatnya perkembangan teknologi informasi dan komunikasi yang memaksa pelayanan publik untuk terus berinovasi, membuat berbagai jenis terobosan, untuk memenuhi harapan masyarakat yang sangat dinamis.
Diah menjelaskan, pelaksanaan reformasi birokrasi bidang pelayanan publik tidak bisa hanya berfokus pada pemberian pelayanan, namun juga harus melibatkan berbagai aspek lain.
“Peraturan perundangan, budaya kerja, manajemen SDM, kelembagaan, tata laksana, pengawasan dan akuntabilitas, yang semuanya itu saling berpengaruh satu sama lain, yang nanti berujung pada pelayanan yang diterima oleh masyarakat,” ungkap Diah.
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