Dipraja, Hasby Ramdan and Suparman, Nanang and Wardija, Wardija (2025) Optimalisasi pengawasan internal kinerja pegawai oleh Itwasda dalam menangani Pengaduan Masyarakat (DUMAS) Kepolisian Daerah Jawa Barat. Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara, 12 (3). pp. 672-683. ISSN 2614-2945
Full text not available from this repository. (Request a copy)Abstract
INDONESIA: Penelitian ini dilatarbelakangi oleh masih adanya kendala dalam pengawasan internal kepolisian, khususnya pada Inspektorat Pengawasan Daerah di Polda Jawa Barat, dalam menangani pengaduan masyarakat. Permasalahan utama meliputi keterbatasan sumber daya manusia, tingginya beban kerja, keterlambatan proses verifikasi, serta kurang optimalnya komunikasi dengan masyarakat. Tujuan penelitian adalah menganalisis kinerja pegawai dalam menangani pengaduan masyarakat berdasarkan aspek kualitas, kuantitas, ketepatan waktu, dan pengaruh interpersonal, serta merumuskan strategi optimalisasi pengawasan internal. Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif melalui wawancara, observasi, dan dokumentasi yang dianalisis secara interaktif untuk memperoleh gambaran mendalam mengenai pelaksanaan pengawasan. Hasil penelitian menunjukkan bahwa kinerja pegawai dalam penanganan pengaduan masyarakat masih belum optimal karena keterbatasan jumlah personel, ketidakseimbangan antara banyaknya laporan dengan tindak lanjut, lambatnya respon, serta kurangnya sosialisasi mekanisme pengaduan. Kesimpulan dari penelitian ini adalah perlunya penguatan sistem pengawasan internal melalui perbaikan prosedur, peningkatan kapasitas sumber daya manusia, penerapan standar pelayanan yang jelas, serta penguatan komunikasi dengan masyarakat guna meningkatkan transparansi, akuntabilitas, dan kepercayaan publik terhadap institusi kepolisian. ENGLISH: This research is motivated by the persistent obstacles in internal police oversight, particularly within the Regional Supervision Inspectorate of the West Java Regional Police, in handling public complaints. The main problems include limited human resources, high workloads, delays in the verification process, and suboptimal communication with the public. The purpose of this research is to analyze employee performance in handling public complaints based on aspects of quality, quantity, timeliness, and interpersonal influence, and to formulate strategies for optimizing internal oversight. This research uses a qualitative approach with descriptive methods through interviews, observations, and documentation that are analyzed interactively to obtain an in-depth picture of the implementation of oversight. The results show that employee performance in handling public complaints is still suboptimal due to limited personnel, an imbalance between the number of reports and follow-up, slow responses, and a lack ofsocialization of the complaint mechanism. The conclusion of this research is the need to strengthen the internal oversight system through improved procedures, increased human resource capacity, the implementation of clear service standards, and strengthened communication with the public to increase transparency, accountability, and public trust in the police institution.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Itwasda, Kinerja pegawai; Pengaduan masyarakat; Pengawasan internal; Polda Jawa Barat |
| Subjects: | Indonesia Culture and Institutions > Police Institutions Public Administration > Public Administration in Indonesia Public Policy Issues in Education > Public Policy Issues in Indonesia |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | Hasby Ramdan Dipraja |
| Date Deposited: | 16 Mar 2026 02:59 |
| Last Modified: | 16 Mar 2026 02:59 |
| URI: | https://digilib.uinsgd.ac.id/id/eprint/129132 |
Actions (login required)
 |
View Item |
