Performance of Polri’s Public Services from a Governance Perspective on SATPAS, SAMSAT, and SPKT Services at Polresta Malang Kota

Public trust is an important indicator of the success of Polri services; it is influenced by the optimal performance of public services to the community. Polresta Malang Kota is a government organization providing public services, including SATPAS, SAMSAT, and SPKT services. This research uses a qualitative descriptive research method to examine the performance of POLRI’s services. Data were collected through interviews, observations, and documentation. Data were analyzed using triangulation techniques. Findings show that POLRESTA Malang Kota had innovated the “Panic Button on Hand Service” to call for police assistance quickly via smartphone. This innovation stems from the problem of inequality in the number of personnel and the communities served, the low police's ability to utilize developments in information technology and social media, and the implementation of the POLRI creative breakthroughs, such as the “Makota Command Center,” which is considered to have not yet reached all levels of society. Thus, it is necessary to assess the performance of public services at the SATPAS, SAMSAT, and SPKT POLRESTA Malang Kota, which can encourage improvements in public service performance to increase public trust in POLRI.