EFEKTIVITAS PELAYANAN ADMINISTRASI TERPADU (PATEN) DI KECAMATAN PAMARICAN KABUPATEN CIAMIS

Abstract

The effectiveness of public services reflects the success of regional autonomy implementation, especially in delivering responsive and accountable governance. This study aims to evaluate the effectiveness of the Integrated Administrative Services (Pelayanan Administrasi Terpadu Kecamatan/PATEN) at the sub-district level, specifically in Pamarican Sub-district, Ciamis Regency. The research employs a qualitative descriptive method, utilizing interviews, documentation, and observation to analyze the dimensions of service effectiveness. Guided by Richard M. Steers’ theory of organizational effectiveness, the study explores six key dimensions: timeliness, accuracy, courtesy, ease of access, service comfort, and supporting service attributes. The results indicate that the PATEN program in Pamarican Sub-district has generally been effective, with significant performance in terms of service timeliness and accuracy. Most services are delivered according to the established Standard Operating Procedures (SOPs), and staff demonstrate professional and courteous attitudes. However, challenges remain in improving accessibility for residents in remote areas and in optimizing the use of digital platforms. The findings suggest that continuous improvements in infrastructure, human resources, and digital service innovation are essential to achieve optimal public service delivery