Beyond administrative compliance: optimizing village apparatus performance for responsive public service delivery

Abstract

Purpose: to analyze the performance of village apparatuses in optimizing public service delivery in Batubulan Kangin Village and to identify the key factors influencing such performance.

Method: this study employed a descriptive qualitative approach using interviews, observations, and documentation. Data were analyzed using Miles, Huberman, and Saldaña’s interactive model and Mangkunegara’s performance indicators.

Findings: village apparatus performance is generally good but not yet optimal. Key strengths include clear task allocation, SOP implementation, internal coordination, and responsive service. However, improvements are needed in document accuracy, service-time consistency, public information, queue management, complaint handling, digital competence, and technological infrastructure.

Implications: optimizing village public services requires strengthening apparatus competence, service discipline, information transparency, digital capacity, and supporting infrastructure to ensure more accurate, responsive, and consistent service delivery.

Originality: lies in integrating Mangkunegara’s performance framework with five operational factors; competence, discipline, facilities, communication, and service procedures; to explain the optimization of village apparatus performance beyond administrative compliance.