Perancangan Sistem Pengukuran Kinerja pada Layanan Bantuan Teknis Administratif Bangunan Gedung Negara
DOI:
https://doi.org/10.31539/7v2zqm38Abstract
This study aims to design a comprehensive, multi-stakeholder performance measurement system by integrating the Performance Prism and Analytical Hierarchy Process (AHP) methods. The Performance Prism is used to formulate performance indicators based on five main perspectives: stakeholder satisfaction, stakeholder contribution, strategies, processes, and capabilities. The design phase involves stakeholder identification, interview data coding, indicator development, validation through Focus Group Discussions (FGDs), and KPI attribute development. The weighting phase is carried out by developing a hierarchical indicator structure, distributing paired comparison questionnaires, and processing the data using Expert Choice to obtain weights and consistency levels. The study resulted in 32 final KPIs distributed as follows: Coordinator (6 KPIs), Applicant (8 KPIs), and PTK (18 KPIs). The PTK stakeholder is the highest priority with a weighting of 0.536, followed by Coordinator (0.295), and Applicant (0.169). At the KPI level, the "online file review response time" indicator received the highest weighting (0.230), and "duration of SOP updates in the information system" the lowest (0.017). These results demonstrate the importance of performance measurement that takes into account the complexity of multi-stakeholder contributions in public services. The resulting performance measurement system serves not only as an evaluation tool but also as a strategic guide for decision-making, priority allocation, and improving the effectiveness of administrative technical assistance services for state buildings.
Keywords: Performance Measurement, Performance Prism, Analytical Hierarchy Process (AHP)
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Copyright (c) 2025 Vashti Andini, Syarifa Hanoum, Muhammad Saad Salahudin
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