Performance Improvement Strategy Public Service Mall (MPP) West Kotawaringin Regency

Abstract

One of the performance measurement methods used by public organizations is the Balanced Scorecard approach. The MPP of Kotawaringin Regency is one of the public organizations that has implemented it. The Balanced Scorecard performance measurement method provides a holistic picture of performance and serves as a strategic management framework that can be used to measure and monitor organizational performance from various balanced perspectives, namely financial, customer, internal process, and learning & growth perspectives. The Balanced Scorecard produces scores that can be used as a comparison between organizational planning and its realization. While the Balanced Scorecard is a flexible and effective tool for measuring the performance of public organizations, its implementation requires supporting strategies to achieve optimal results. The Balanced Scorecard needs to be interpreted in depth using a SWOT analysis to provide a qualitative understanding of the organization's internal factors (strengths and weaknesses) and external factors (opportunities and threats). Therefore, this study aims to describe and analyze strategies that can be implemented to improve the performance of the MPP of West Kotawaringin Regency based on the Balanced Scorecard score in 2025. This study uses a qualitative approach with data collection techniques in the form of in-depth interviews, observation, and documentation. The results of the study indicate that based on the results of a SWOT analysis of the performance of the MPP of West Kotawaringin Regency referring to the Balanced Scorecard score of 2025, it is known that the MPP of West Kotawaringin Regency is in Quadrant I (Strength–Opportunity/SO). This position indicates that the MPP has quite good internal strengths and is supported by large external opportunities so that the organization is in a favorable condition. These strengths include the concept of integrated services in one location, support from local and central governments, the existence of various service outlets, and a positive public response to the existence of the MPP. Meanwhile, opportunities include the development of digital technology, support for bureaucratic reform, and the increasing public demand for fast and efficient public services. However, several weaknesses and threats were still found, such as suboptimal integration of service systems, limited human resources, network disruptions, service queues, and lack of socialization to the community.Strategies that can be implemented to improve the performance of the MPP of West Kotawaringin Regency are aggressive strategies or SO (Strength-Opportunity) strategies, namely strategies that utilize organizational strengths to take advantage of available opportunities. These strategies include the development of digital-based services and the integration of service systems between agencies, improving human resource competencies through continuous training, strengthening coordination between service agencies, improving the quality of facilities and service queue systems, and increasing the socialization and promotion of MPP services to the public. The implementation of these strategies is expected to be able to increase the effectiveness of public services, public satisfaction, and the quality of the performance of the MPP of West Kotawaringin Regency in a sustainable manner.