Implementation of Performance Accountability in Improving the Quality of Public Services

Abstract

This study aims to describe how performance accountability improves the quality of public services.This research uses a descriptive qualitative approach with the research location at the Kendari City BAPENDA Office.The informants in this study were eleven people consisting of employees and service recipients.The data source in this study is to use primary and secondary data with data collection techniques carried out through observation, interviews, and documentation.Data analysis was carried out with data collection, data reduction, data display, and conclusions drawing.The results showed that the accountability of public services in BAPENDA Kendari City has been good.Service procedures are carried out with standard operating procedures (SOP), transparent service costs, and certainty of service time.However,  the service has not utilized information and communication technology through the online tax payment program application.In addition, the quality of public services has not been fully optimal.One of the indicators shows that the service has not run as expected, such as the lack of employee friendliness towards taxpayers and convenience factor of service due to lack of facilities and infrastructure.