Pelayanan Kepolisian yang Berdampak dan Bermanfaat bagi Masyarakat: Studi Reformasi Pelayanan Polrestabes Surabaya

The phenomenon of the Indonesian people's high hopes not being fully achieved after the separation of the Indonesian National Army and Indonesian National Police, that Indonesian National Police become a state institution that truly has a cultural change that prioritizes human rights protection, anti-extortion, protecting, nurturing, serving, having an impact and being beneficial to the community due to the remnants of the old culture. For this reason, the need for comprehensive Polri reform related to structural, institutional, cultural, instrumental, operational and human resource changes of Polri personnel. The purpose of this study is to highlight the efforts of Polrestabes Surabaya in supporting Polri reform so that Polri truly has an impact and is beneficial to the community. This research method uses a qualitative writing type where primary and secondary data are obtained from observations, interviews, field studies and literature studies. Data analysis uses operational definition instruments of impactful and beneficial variables taken from marketing management theories. The results of the study indicate that the programs of the Surabaya Police Headquarters are shining, illuminating, the motor vehicle bazaar, the command center, the 110 call center service, static ETLE, mobile ETLE, and body cameras have met the service indicators of having an impact and being beneficial to the community and are felt by the community. The suggestion of this study is that the National Police institution must really carry out massive internal supervision to prevent the recurrence of the behavior of individual members that harm the success of the innovations that have been carried out.

Keyword: police civil society, impactful services, useful services