LAYANAN KEGAWATDARURATAN U-GARUDA 112 SEBAGAI INOVASI PELAYANAN PUBLIK DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN KUDUS TAHUN 2019

Abstract

Kudus Regency has a public service effort that continues to be developed to provide
easy access for the community. One of the concepts of government management relating to
policy and development and followed by rapid technological development is the
implementation of services in the field of emergencies, namely the Emergency Single
Number Service 112. This service is an integration between the central government through
the Ministry of Communication and Information and the regencies / cities in Indonesia.
Kudus Regency built this service under the name Garuda Unit 112. The task of this service
is to receive telephone calls from the public regarding 24-hour emergency reports, so the
research conducted by researchers was related to the implementation of realizing Garuda
112 Service Unit innovations The method used was descriptive qualitative research methods, with data collection techniques through observation, interviews, and documentation studies. The subjects in this study were Kudus Regency Communication and Information Office, Regional Disaster Management Agency, Garuda Unit 112 Officers and the community. The focus in this
study was according to the theory of De Vreye: 1) Self Esteem, 2) Exceed expectation, 3)
Recovery, 4) Vision, 5) Improve, 6) Care, 7) Empower.
The research results obtained were: socialization is still minimal so that there are
still forms of complaints and many trial and error calls made by the community, the
network / application is often unstable,the characteristics or character possessed by
operators and Garuda Unit 112 officers are already good in serving the community but
incoming reports are not all emergency reports.
Keywords: Quality Dimensions of Emergency Service, Garuda Unit 112