The ANALYSIS OF FRONT OFFICE SERVICES AT XYZ INSTITUTION IN BEKASI CITY

Abstract The objective of this research is to understand the effectiveness and efficiency of front office services at XYZ Institution in Bekasi City. The study also aims to identify the challenges in front office services, including the innovative strategies used by the front office to provide solutions for operational challenges in front office services at XYZ Institution in Bekasi City. This research employs a descriptive qualitative approach to provide an in-depth description and analysis of the existing data and issues. The qualitative method is based on Firsthand or supplementary information. Firsthand information obtained through examination, interviews, documentation. Although supplementary information is obtained from books, studies, and articles related to the research. The findings of this research indicate that the front office service procedures at XYZ Institution in Bekasi City begin with staff providing information on requirements, followed by the recording of administrative documents, which are verified and copied onto a disposition paper before being forwarded to the back office. However, the strategy for service transparency is still suboptimal due to the lack of technology implementation that facilitates the transfer and verification of documents across divisions. The main obstacle in this service is the absence of a web portal system, leading to manual coordination and the risk of documents being misplaced or lost. The solution to this problem is the implementation of web-based technology that can enhance efficiency and transparency. Keyword: Front Office, Service, Obstacle