Excellence in Public Service Training for Urban Village Government Officials:
Advancing High-Quality, Responsive, and Human-Centered Public Services in Pondokgede District

SERVICE EXCELLENCE TRAINING FOR URBAN VILLAGE GOVERNMENT OFFICIALS: ADVANCING HIGH-QUALITY, RESPONSIVE, AND HUMAN-CENTERED PUBLIC SERVICES IN PONDOKGEDE DISTRICT

Public services at the urban village (kelurahan) level represent the frontline of government administration, directly interacting with the community. As the government unit closest to citizens, urban villages play a strategic role in providing various administrative services, including the issuance of official certificates, population administration services, social services, and the facilitation of other community needs. The quality of services delivered by urban village officials significantly influences public satisfaction with the overall performance of the government.

The training program was officially opened and attended by Mr. Ir. Zainal Abidin Syah, M.M., Head of Pondokgede District. In his opening remarks, he emphasized the importance of fostering a service culture that is oriented toward community needs and highlighted the necessity for government officials to continuously enhance their competencies and professionalism in delivering public services.

The welcoming remarks were followed by Dr. Deni Darmawati, S.E., Ak., M.Si., CA., CSRS., CSRA., CGRCPA., CPIA., CIIQA., CIRM, Head of the Diploma III Public Sector Accounting Program, Faculty of Economics and Business, Trisakti University. In her speech, she expressed her appreciation and gratitude for the enthusiasm demonstrated by all participants throughout the training. According to her, the participants’ spirit and active involvement are essential factors in driving positive improvements in public service quality. She also expressed her hope that the knowledge and practical skills gained during the training would be continuously implemented in daily work activities, contributing to more professional, responsive, and human-centered services for the community.

The main session of the event featured a presentation on Service Excellence delivered by Dr. Yulia Eka Riyanti, S.Ak., M.Ak., M.M., CSRS., CSRA., CGRCPA, Lecturer of the Diploma III Public Sector Accounting Program, Faculty of Economics and Business, Trisakti University. During her presentation, she highlighted the importance of applying service excellence principles in public service delivery, particularly within urban village government offices. The topics covered included citizen-oriented service approaches, effective communication, improving the quality of interactions with service users, and strategies for developing a responsive, professional, and citizen-centered work culture.

The training was conducted interactively through various learning methods, including presentations, question-and-answer sessions, and role-play simulations. During the presentation sessions, participants gained insights into the concepts of Service Excellence, effective communication, public service ethics, and strategies for creating positive service experiences for citizens.

Participants showed strong enthusiasm during the discussion sessions, where they shared challenges and experiences encountered in their daily service activities. These discussions provided a valuable platform for exchanging solutions and best practices aimed at improving service quality within urban village offices.

Meanwhile, the role-play sessions enabled participants to directly practice responsive and human-centered service techniques through various public service scenarios. These activities were designed to strengthen communication skills, enhance the ability to handle complaints effectively, and cultivate a professional service attitude focused on citizen satisfaction.

Through this training, it is expected that all urban village officials within Pondokgede District will be better prepared to deliver excellent, responsive, and human-centered public services, thereby increasing public trust and supporting the realization of better and higher-quality governance.

At the conclusion of the event, participants attended an introduction session to the Diploma III Public Sector Accounting Program, Faculty of Economics and Business, Trisakti University, delivered by Ice Nasyrah Noor, S.E., M.Ak., CGRCPA., CSRS., CSRA., CGP, Secretary of the Diploma III Public Sector Accounting Program. During this session, she presented an overview of the study program, its curriculum, and its various strengths in preparing graduates to become competent and professional public sector accountants.

Through this series of training activities, it is hoped that tangible progress can be achieved in enhancing the competencies of urban village government officials, enabling them to provide more professional, responsive, and human-centered public services. With a strong commitment to serving the community and continuously improving service quality, government officials throughout Pondokgede District can realize service excellence that enhances public satisfaction and trust in government administration. Furthermore, the synergy between local government institutions and academia is expected to continue growing in support of developing highly competent and ethical human resources dedicated to delivering the best possible services to the community.