Development "Soft Skill Competency" For The Officials In The Sub-District of lmplementing Paten To Increase Service Quality In Surabaya

• Main Author: Erna Setijaningrum, -
• Format: Book Section PeerReviewed
• Language: English; English; English; English
• Published: Faculty of Social and Political Science, Universitas Airlangga 2015
• Subjects: H Social Sciences; HD9980.5 Service industries
• Online Access: http://repository.unair.ac.id/97685/1/11_HASIL%20PEER%20DAN%20VALIDASI%20KADEP%20KARIL%20BU%20ERNA.pdf; http://repository.unair.ac.id/97685/3/11T_DEVELOPMENT%20SOFT%20SKILL%20COMPETENCY.pdf.pdf; http://repository.unair.ac.id/97685/7/11A_DEVELOPMENT%20SOFT%20SKILL_OK.pdf; http://repository.unair.ac.id/97685/8/11K_Korespondensi.pdf; http://repository.unair.ac.id/97685/
• Institution: Universitas Airlangga

The issue of service in the district in Surabaya also been identified by the Public Service Commission (KPP) of East Java. E-kios facilities of public service is not enabled. E-kios is a machine that looks like "Automatic Teller Machine" (ATM), whose function is to perform public services online. This equipment has three different menus: "Surabaya Single Window" (SSW) specifically for licensing, "e-Health" for health care, and "e-Lampid" for administration of population (births, deaths, moving, and coming). Results of investigation of the KPP said that the sub-district officials did not provide the public with e-kios, but prefer using the manual method. The use of e-kios is still "complicated", requires patience and diligence of officers in helping people use the facility. The investigation found that officials are reluctant to help people who want to use the e-kios. The problems faced by the sub-district officers in providing public services is seen that actually the officers face the problem of soft skills that require expertise in performing their duties. If related with public complaints to public services in the sub district, officers are still have problems in the art of soft skills that is how officers manage relationships with others (interpersonal skills) such as respect for others, having empathy, being friendly, good communication, will respond to complaints. In addition, the sub-district officers also still have problems in organizing themselves (intrapersonal skills) as they less patient in giving service to the public.