Service Strategy of Civil Unit in Improving Performance: A Case Study in Lampung Province

Abstract

The Civil Service Police Unit (Satpol PP), as outlined by Government Regulation Number 16 of 2018, plays a critical role in enforcing regional regulations, maintaining public order, and protecting society. Despite its importance, Satpol PP is often stigmatized as merely an enforcement entity, neglecting its broader mandate of public service. This study aims to develop a service-oriented strategy to enhance Satpol PP's performance in Lampung Province, thereby reshaping its public image. Utilizing qualitative research methods, including interviews and document analysis, the study identifies key challenges and proposes a strategic framework involving strategy formulation, implementation, and evaluation. The findings reveal that educational programs, the management of non-civil servant personnel, innovation, adherence to minimum service standards, and the development of service information systems are crucial for improving the performance and public perception of Satpol PP. The research concludes that a well-structured service strategy is essential for achieving optimal performance and fulfilling Satpol PP's mandate.