ANALISIS PUBLIC VALUE LAYANAN PANGGILAN KEGAWATDARURATAN BADAN NASIONAL PENCARIAN DAN PERTOLONGAN (BASARNAS) PADA KANTOR SAR SURABAYA
DOI:
https://doi.org/10.56015/gjikplp.v13i8.1052Keywords:
Public Value, Basarnas, Emergency Call Service, Public Service, Surabaya SAR Office.Abstract
This study aims to analyze the public value of the emergency call service provided by the National Search and Rescue Agency at the Surabaya SAR Office. The research is based on the importance of emergency services that are responsive, fast, and accessible to the public during disasters, accidents, and missing persons cases. As an institution responsible for search and rescue operations, Basarnas plays an important role in providing humanitarian assistance and ensuring public safety during emergency situations. Therefore, the quality of emergency call services becomes an essential aspect in supporting effective rescue operations and building public trust. This study employed a descriptive qualitative approach using interviews, observations, and documentation techniques to collect data from officers and related informants. The research applied the Public Value theory proposed by Faulkner and Kaufman(2018) (2017), which consists of Outcome Achievement, Trust and Legitimacy, Service Delivery Quality, and Efficiency. The findings show that the Basarnas emergency call service at the Surabaya SAR Office has been implemented effectively through successful rescue operations, responsive officers, and services that are easily accessed by the community. Public trust in the institution is also reflected in the positive perception of the officers’ professionalism and responsibility. In addition, the service is provided free of charge and supported by efficient resource utilization. However, continuous public outreach and the expansion of SAR operational coverage are still needed to improve service effectiveness in the future.
References
Carreras-Coch, A., Navarro, J., Sans, C., & Zaballos, A. (2022). Communication Technologies in Emergency Situations. In Electronics (Switzerland) (Vol. 11, Number 7). MDPI. https://doi.org/10.3390/electronics11071155
Denhardt, R. B., & Denhardt, J. V. (2000). The New Public Service: Serving Rather than Steering. In Osborne and Plastrik.
Enjolras, B., Wøien Hansen, V., & Slagsvold Winsvold, M. (2024). Collaborative governance and effectiveness during emergency response actions in Norway. International Journal of Disaster Risk Reduction, 111. https://doi.org/10.1016/j.ijdrr.2024.104651
Fathurrahman, A., & Zainul Hakim, A. (2025). Tingkat Responsivitas Aparatur Desa dalam Pelayanan Publik: Studi Kuantitatif di Desa Gerung Selatan, Kabupaten Lombok Barat. PERSEPTIF: Jurnal Ilmu Sosial Dan Humaniora, 3(1), 1–8. https://doi.org/10.70716/perseptif.v3i1.430
Faulkner, N., & Kaufman, S. (2018). Avoiding Theoretical Stagnation: A Systematic Review and Framework for Measuring Public Value. Australian Journal of Public Administration, 77(1), 69–86. https://doi.org/10.1111/1467-8500.12251
Hardiansyah. (2020). Kualitas Pelayanan Publik. Gava Media.
Hinata, S., Rohde, H., & Templeton, A. (2024). Communicating with the public in emergencies: A systematic review of communication approaches in emergency response. In International Journal of Disaster Risk Reduction (Vol. 111). Elsevier Ltd. https://doi.org/10.1016/j.ijdrr.2024.104719
Hughes, O. E. (1998). Public Management and Administration.
Johnston, K. A., Taylor, M., & Ryan, B. (2020). Emergency management communication: The paradox of the positive in public communication for preparedness. . Public Relations Review, 46.
Khairuddin, A., Sidauruk, A., & Aulia Ginting, N. (2025). Tanggung Jawab Negara dalam Memenuhi Hak Kewarganegaraan dan Hak Kolektif untuk Pembentukan Karakter Warga Negara The State’s Responsibility in Fulfilling the Right to Citizenship and the Collective Rights for the Formation of Citizens’ Character. Journal of Law & Policy Review. https://mahesacenter.org/https://journal.mahesacenter.org/index.php/jlpr/indexjlprjournal@gmail.com71
Moleong, L. J. (2018). Metode Penelitian Kualitatif. PT REMAJA ROSDAKARYA.
Moore, M. H. (1995). Creating Public Value : Strategic Management in Governmnet. Harvard University Press.
Osborne, S. P. (2006). The new public governance? In Public Management Review (Vol. 8, Number 3, pp. 377–387). Taylor and Francis Ltd. https://doi.org/10.1080/14719030600853022
Sugiyono. (2019). Metode Penelitian Kualitatif dan Kuantitatif.
Sujarwoto, & Sahputri, R. A. (2023). Public Value Management: Model Tata Kelola Pelayanan Publik. http://ebookstep.com/
