THE IMPLEMENTATION OF BALANCED SCORECARD METHOD TO IMPROVE SERVICE PERFORMANCE IN THE PUBLIC SECTOR (Case Study: Population and Civil Registry Office of Klaten Regency, Central Java)

Abstract

This study aims to assess performance according to the mission and goals of the Population and Civil Registry Office of Klaten Regency using four perspectives of the Balanced Scorecard. This study used data from the Government Agency Performance Report (Laporan Kinerja Instansi Pemerintah/LkjIP), DPPA SKPD (Revised local government department/agency budget implementation document) and questionnaires distribution. The data analysis technique applied is descriptive statistical analysis by analyzing data from four perspectives. The results of this research show that financial performance based on value for money was in a poor category. The performance of customer perspective assessed by the customer satisfaction index was categorized as good since the community were satisfied with the provided service. Performance of internal business perspective was measured using Service Cycle Efficiency (SEC) and the learning and growth perspective was assessed using the Job Descriptive Index to determine employee satisfaction and the number of employees who meet the requirements in training education for skills development using regional staffing ratio.