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ISSN 2063-5346
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CO-ASSESSMENT IN PUBLIC SERVICES OF COMMUNITY SHELTERS IN MAKASSAR CITY: ENHANCING QUALITY AND PUBLIC SATISFACTION

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Fadiah, Mohammad Thahir Haning, Alwi, Muhammad Rusdi, Muh Akmal Ibrahim
» doi: 10.48047/ecb/2023.12.si10.00295

Abstract

The participation of the community and relevant parties in the provision of public services has become crucial for the government. The goal is to provide targeted and responsive services to users and create synergy between the government and civil society. One example of the implementation of the Makassar City Government's initiative is the establishment of Community Shelters, which serve as a bridge between the community and the government in efforts to prevent and address cases involving children and women. This research adopts a co-production approach, focusing on co-assessment between the Community Shelters and the government. The aim of this study is to identify the strengths, weaknesses, and opportunities in this collaboration in order to enhance the quality of services, cooperation, and coordination between the two parties. The research utilizes a qualitative approach with a case study method in Makassar City. Data collection is conducted through observations, interviews, focus group discussions (FGDs), and documentation. The data is analyzed by organizing, explaining, synthesizing, and drawing conclusions. The research findings indicate that the public services provided by the Community Shelters have resulted in positive changes by actively involving the community. However, there are still shortcomings in the performance evaluation model and measuring public satisfaction with the services of the Community Shelters. Therefore, a co-assessment involving the Community Shelters and the government is necessary to improve the quality of services, program management, and community satisfaction.

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