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JIRA PENGUKURAN KINERJA UNIT PELAYANAN PUBLIK PADA PDAM SURYA SEMBADA KOTA SURABAYA
The purpose of this research is to measure the performance of Public Service Unit at PDAM Surya SembadaKota
Surabaya by using Ministerial Regulation of State Apparatus Empowerment (PERMENPAN) no. 38 of 2012
about thePerformance Assessment Guideline of Public Service Unit. The research method usesdescriptive
qualitative method which comprehends a social phenomenonin depth. The object of the research is one of the
Local Enterprises (BUMD) which includes in the scope of public sector which is PDAM Surya Sembada Kota
Surabaya. The data in this research is the primary and secondary data. The primary data is obtained from
interview and questionnaires while the secondary data is obtained from the data which has been quoted by the
researcher belongs to the company. The result of the research shows that the performance of public service unit at
PDAM Surya Sembada Kota Surabaya is assessed by using Ministerial Regulation of State Apparatus
Empowerment (PERMENPAN) no. 38 of 2012 is considered to be effective and generates objective assessment,
transparent, accountable. The four components (vision, mission, and motto; service standard and service notice;
human resources; and productivity in reaching the service target)it is stated thatit hasmaximum value and five
components (system, component, and procedures; service facilities andinfrastructures; complaint handling;
community satisfation index and public service information system) still have under standard value.
Keywords: Performance Measurement, Public Service, Ministerial Regulation of State Apparatus
Empowerment (PERMENPAN) no. 38 of 2012
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