The IMPLEMENTATION OF THE SIMBG APPLICATION TO IMPROVE THE QUALITY OF BUILDING PERMIT SERVICES AT THE INVESTMENT AND ONE-STOP INTEGRATED SERVICES OFFICE IN PALU CITY, CENTRAL SULAWESI

Abstract

This study aims to analyze the quality of building permit and approval services in the implementation of the Building Management Information System (SIMBG) application at the Palu City Investment and One-Stop Integrated Services Agency (DPMPTSP), Central Sulawesi. The study used a qualitative approach with a service quality theory that encompasses speed, accuracy, convenience, and fairness. The research method used qualitative methods with data collection techniques through observation, interviews, and documentation. This study utilized the theory of Taliziduhu Ndraha (2003) with aspects of speed, accuracy, convenience, and fairness. Informants consisted of officials from the Palu City Investment and One-Stop Integrated Services Agency and permit applicants. The results showed that the SIMBG application provides convenience and fairness in the service process, as it is easily accessible to applicants. The fairness aspect itself provides good treatment for applicants because it is regulated by the existing system. However, the speed aspect is not optimal due to technical constraints, such as network and power outages resulting in suboptimal network performance. This is also a frequent complaint by applicants, such as system disruptions that must be addressed quickly, of course, with the availability of human resources or experts in the field of information technology. The findings of this study can be a basis for local governments to improve and perfect digital-based service systems. To improve this, the government is also expected to provide funds for system maintenance and human resource development or experts, so that they are able to create more efficient, inclusive, and sustainable services.