Analysis of the Quality of BPJS Management Services (Study at the Tanjung Balai City Social Service)

58 HalamanDinas Sosial telah berupaya untuk melakukan pelayanan pengurusan BPJS dengan baik, melalui pengarsipan penerimaan Kartu BBPJS maupun yang mendaftar. Namun demikian, tentunya Dinas Sosial Kota Tanjungbalai juga memiliki beberapa permasalahan diantaranya tidak tepatnya waktu dalam penyelesaian Kartu BPJS, khususnya BPJS PBI. Dengan rumusan masalah, bagaimana kualitas pelayanan pengurusan BPJS di Kantor Dinas Sosial Kota Tanjungbalai dan apa saja faktor-faktor yang mempengaruhi kualitas pelayanan pengurusan BPJS di Kantor Dinas Sosial Kota Tanjungbalai. Sementara itu, tujuan penelitian untuk menganalisis kualitas pengurusan BPJS khususnya BPJS PBI di Dinas Sosial Kota Tanjungbalai dengan pendekatan metode penelitian kualitatif dengan menggunakan informan yaitu pegawai Dinas Sosial dan masyarakat Kota Tanjungbalai. Hasil penelitian menunjukkan Kualitas pelayanan pengurusan BPJS di Dinas Sosial secara umum dapat dikatakan baik, karena pelayanan sudah sesuai dengan standar pelayanan yang telah diatur oleh Peraturan Walikota Nomor 34 Tahun 2016, serta pelayanan sudah membantu masyarakat dengan menyediakan beberapa fasilitas yang memadai walaupun belum tersedia sepenuhnya, pegawai memberikan pelayanan yang cepat dan sesuai dengan nomor antrian, menyediakan kotak saran dan website Kantor serta melayani dengan sikap sopan ramah sehingga masyarakat merasa nyaman dan aman. Faktor-faktor yang mempengaruhi kualitas pengurusan BPJS PBI ialah faktor Penghambat, pelayanan pengurusan BPJS di Dinas Sosial Kota Tanjungbalai adalah kurangnya sumber daya manusia, dan masih kurangnya sarana dan prasarana serta ketidaksadaran masyarakat dalam menunggu dan memenuhi perlengkapan berkas. Sedangkan faktor pendukungnya adalah semangat yang diberikan pegawai satu sama lain, pemahaman kesadaran melayani masyarakat dengan ikhlas dan sesuai dengan hati nurani serta prosedur pelayanan yang sederhana. The Social Service has tried to do BPJS management services well, through filing the receipt of the BBPJS Card or registering. However, of course the Social Service Office of Tanjungbalai City also has a number of problems, including the inaccurate time in completing the BPJS Card, especially the BPJS PBI. With the formulation of the problem, how is the quality of BPJS management services at Tanjungbalai City Social Service Office and what are the factors that affect the quality of BPJS management services at Tanjungbalai City Social Service Office. Meanwhile, the research objective was to analyze the quality of BPJS management, especially BPJS PBI in Tanjungbalai City Social Service using a qualitative research method approach using informants, namely the Social Service employees and the people of Tanjungbalai City. The results showed that the quality of BPJS management services at the Social Service in general can be said to be good, because the service is in accordance with the service standards set by the Mayor Regulation Number 34 of 2016, and the service has helped the community by providing some adequate facilities although not yet fully available, employees provide fast and appropriate services to the queue number, provide suggestion boxes and the Office website and serve in a friendly polite manner so that the community feels comfortable and safe. Factors affecting the quality of BPJS PBI management are inhibiting factors, BPJS management services at the Tanjungbalai City Social Service are lack of human resources, and still lack of facilities and infrastructure as well as the community's unconsciousness in waiting and fulfilling file supplies. While the supporting factors are the enthusiasm given by employees to each other, understanding of awareness of serving the community sincerely and in accordance with conscience and simple service procedures