Implementasi Standar Operasional Prosedur untuk Meningkatkan Kinerja Pelayanan Publik: Studi Kasus pada Dinas Perumahan, Kawasan Permukiman, dan Pertanahan Provinsi Kalimantan Tengah

One of the successes of a government organization is the ability to meet the needs of the community effectively and efficiently. Standard Operating Procedure (SOP) plays an important role as a guideline to maintain consistency and accountability in the implementation and integrity of the organization. Effective implementation of SOP not only contributes to improving the quality of public services. The purpose of this study was to determine the application of Standard Operating Procedures (SOP) to improve public service performance at the Housing, Settlement, and Land Agency of Central Kalimantan Province. The study used a qualitative approach with a case study type. The informants in this study were 4 employees of the Housing, Settlement, and Land Agency of Central Kalimantan Province. Data collection techniques used interviews and documentation. Data analysis used thematic analysis. Data validity techniques used credibility, transferability, dependability, and confirmability. The results showed that the Implementation of Standard Operating Procedures can significantly improve the performance of public services at the Housing, Settlement, and Land Agencies. By providing a clear framework for consistent and efficient operations, SOPs improve accountability, quality, and compliance. By committing to the development and maintenance of comprehensive SOPs, the Department of Housing, Settlement, and Land can improve its performance, which will ultimately benefit the communities it serves. Further research can establish that ongoing monitoring and stakeholder engagement are key to successful implementation and continuous improvement. The case study of the land registration process demonstrates the tangible benefits of SOPs in improving public service delivery.