Implementasi Nilai Transparansi dan Akuntabilitas pada Pelayanan Humas Polda Sumsel

Abstract

ABSTRAK

Penelitian ini mengkaji implementasi nilai transparansi dan akuntabilitas dalam pelayanan humas di Polda Sumatera Selatan (Sumsel). Fokus utama penelitian adalah bagaimana Humas Polda Sumsel menerapkan prinsip pelayanan prima yang berorientasi pada keterbukaan informasi dan pertanggungjawaban kepada publik guna meningkatkan kredibilitas institusi kepolisian. Metode yang digunakan adalah wawancara mendalam dengan perwakilan dari empat unit di Humas Polda Sumsel, yaitu Subbag Renmin, Subbid Penmas, Subbid PID, dan Subbid Multimedia, serta observasi langsung dan dokumentasi kegiatan pelayanan. Hasil penelitian menunjukkan bahwa Humas Polda Sumsel mengimplementasikan pelayanan prima melalui komunikasi dua arah yang efektif dengan masyarakat dan mitra kerja, baik secara langsung melalui pertemuan tatap muka dan program “Jumat Curhat”, maupun tidak langsung melalui siaran pers bersama media. Pelayanan ini menekankan prinsip transparansi dengan penyampaian informasi yang akurat dan tepat waktu, serta akuntabilitas melalui tindak lanjut terhadap aspirasi dan keluhan masyarakat. Implementasi nilai-nilai tersebut berkontribusi pada peningkatan kepercayaan publik dan citra positif Polda Sumsel. Penelitian ini menggunakan teori excellence in public relations dari Grunig & Hunt (1984) sebagai landasan analisis, khususnya dimensi tanggung jawab sosial dan keterbukaan dalam praktik kehumasan. Dengan demikian, Humas Polda Sumsel berhasil menjalankan fungsi strategisnya dalam membangun hubungan harmonis antara kepolisian dan masyarakat melalui pelayanan yang transparan dan akuntabel.

ABSTRACT

 This research examines the implementation of transparency and accountability values in public relations services at Polda South Sumatera (South Sumatera). The main focus of the research is how the public relations unit of Polda South Sumatera implements the principles of excellent service oriented towards information disclosure and accountability to the public in order to enhance the credibility of the police institution. The method used was in-depth interviews with representatives from four units in Polda South Sumatera's public relations, namely Subbag Renmin, Subbid Penmas, Subbid PID, and Subbid Multimedia, as well as direct observation and documentation of service activities. The results show that the public relations unit of Polda South Sumatera implements excellent service through effective two-way communication with the public and partners, both directly through face-to-face meetings and the “Jumat Curhat” program, and indirectly through press releases with the media. This service emphasizes the principles of transparency through the delivery of accurate and timely information, and accountability through follow-up to public aspirations and complaints. The implementation of these values has contributed to increased public trust and a positive image of Polda South Sumatera. This study uses Grunig & Hunt's (1984) theory of excellence in public relations as the basis for analysis, particularly the dimensions of social responsibility and openness in public relations practices. Thus, the public relations of Polda South Sumatera has successfully carried out its strategic function in building harmonious relations between the police and the community through transparent and accountable services.