Human Resource Constraints and Delays in Public Services at Regionally Owned Enterprises (BUMD) (Study: Employee Performance Theory)

Abstract

The era of globalization and technological advancements has increased public demand for fast, accurate, and transparent public services. However, many government agencies still face challenges, including delays in service delivery. This study aims to identify the human resource (HR) limitations contributing to slow public service delivery at PDAM Tirta Darma Ayu. Using a qualitative descriptive approach, the data sources consist of primary and secondary data. Data collection techniques included observation, interviews, and documentation, encompassing documents, archives, and photographs. The results indicate that HR limitations, both in terms of quantity and quality, affect service effectiveness. Employees at the Juntinyuat service branch face challenges in completing tasks on time, caused by reliance on goods procurement processes and a lack of ongoing training. Although efforts have been made to improve service quality, customer complaints regarding delays persist. The conclusion of this study identifies the need for effective human resource management and training to improve employee performance, so that PDAM Tirta Darma Ayu can meet public expectations for fast and high-quality services, thereby enhancing public satisfaction and trust in the agency.