Evaluasi Kinerja Pelayanan Publik dalam Pengelolaan Infrastruktur Jalan di Kota Jayapura

Abstract

Road infrastructure management is essential for public service delivery, regional connectivity, and sustainable development. This study evaluates public service performance in road infrastructure management in Jayapura City, identifies influencing factors, and proposes strategies for service improvement. A qualitative case study was conducted at the Papua Provincial Public Works and Spatial Planning Agency. Data were collected through in-depth interviews, observations, focus group discussions, and document analysis. Thematic analysis examined five performance dimensions: effectiveness, efficiency, accountability, responsiveness, and service quality, supported by SWOT analysis. The findings indicate that provincial road management benefits from program planning, strategic prioritization, technical coordination, supervision, and quality control. However, service performance remains constrained by budget uncertainty, delayed project preparation, fragmented complaint management, and inadequate preventive maintenance. Geographical conditions, weather variability, interagency coordination, and customary land rights further influence service delivery. The study concludes that road infrastructure performance should be assessed not only through physical project completion but also through service quality and sustainability. Improving performance requires stronger organizational capacity, integrated planning and budgeting, risk-based quality control, community participation, and sustainable maintenance practices. These findings highlight the importance of integrating institutional performance, infrastructure governance, and community needs in public service delivery.