ANALISIS KINERJA PELAYANAN PEMBAYARAN REKENING AIR SECARA ONLINE DI PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA PADANG PANJANG

Abstract

The aim of this research is to analyze the performance of online water bill payment services at the Regional Drinking Water Company (PDAM) of Padang Panjang City. PDAM Kota Padang Panjang as a regional BUMD that aims to provide clean water and as a source of regional income presents an innovation in water bill payment services with the aim of making it easier for customers to pay water bills so that billing efficiency made by PDAMs to customers can increase. The theory used in this research is the balanced e-government scorecard theory by Booz, Allen, and Hamilton with the Bertelsmann Foundation regarding measuring the performance of e-government by the government. The research method used qualitative with descriptive type. Data collection techniques are interviews, documentation, and observation. The informant selection technique was a purposive sampling technique and tested the validity of the data by triangulation of sources. The results of this research are the performance of online water bill payment services implemented by PDAM has been running both from the PDAM as a BUMD and from customers as service users, but there are still several indicators that become obstacles in its implementation, namely the dimensions of benefits on the one stop shop service access indicator. In this indicator, the online water bill payment service does not have a one stop shop service because its main focus is to make it easier for customers to pay their water bill every month. Then on the participation dimension, there are aspiration delivery facilities and stakeholder direct access through the web. These indicator is still not available because the focus is on making sure customers are easy to pay water bills every month.