Strategy to Improve Public Service Performance at the Gorontalo City Police Propam

This study aims to analyze strategies to improve public service performance in the Gorontalo City Police Propam. Using qualitative research methods with a descriptive-analytical approach, data was collected through in-depth interviews, observations, and document studies to comprehensively understand the implementation of strategies in the field. The results of the study show that improving the performance of public services of the Gorontalo City Resort Police Propam is realized through five main strategies. The core strategy focuses on clarity of vision-mission, policy innovation of leadership, and the role of SPKT, although its implementation has not been optimal because the performance targets have not been achieved. The consequence strategy is realized through a system of rewards, sanctions, incentives, disincentives, discipline enforcement, and motivation to create healthy competition and member compliance. Customer strategy is carried out by providing service information that is easily accessible and responsive to public feedback through surveys and public forums. The supervisory strategy includes organizational structure, internal and external supervision, and empowering members to build public trust. Finally, the cultural strategy seeks to change the character and mindset of members through spiritual and mental guidance, the application of the values of Smile, Greeting, Greeting, and rejection of KKN practices and transparency. The success of the implementation of this strategy is supported by two types of resources: tangible resources such as the availability and good condition of office equipment (computers, printers, photocopies, Wi-Fi), and intangible resources that include relational relationships with other agencies, mass media, and training programs to improve human resource competence. Thus, this study identifies key elements in Propam's public service improvement strategy, while highlighting areas that require continuous improvement.