THE EFFECTIVENESS OF THE INTEGRATED QUEUE SYSTEM (SIANTER) IN IMPROVING SERVICES AT PUBLIC SERVICE MALLS IN SIDOARJO REGENCY

Objective: This study aims to analyze the effectiveness of the Integrated Queue Information System (SIANTER) in improving public services in the Sidoarjo Regency Public Service Mall. Method: This study uses a qualitative descriptive approach by collecting data through observation, interviews, and documentation. The analysis uses the theory of organizational effectiveness of Richard M. Steers (1985) which includes the achievement of goals, integration, and adaptation. Results: The results of the study show that SIANTER is less effective in improving public services. In achieving goals, SIANTER is able to help organize queues, but there are still limitations in providing ease of service. In integration, coordination between parties has gone well, but is constrained by limited human resources and supporting facilities. In adaptation, managers are able to make adjustments to various obstacles, but they are not optimal due to limited human resources and facilities. Novelty: This study shows that the effectiveness of SIANTER is not only determined by its ability to manage queues, but also by integration between parties, the availability of resources and facilities, and the ability to adapt to service constraints.