Analisis New Public Service (NPS) Pada Pelayanan Pendaftaran Tanah SIstematis Lengkap (PTSL) Di Kota Surabaya. (Analysis of New Public Service (NPS) in the Complete Systematic Land Registration (PTSL) in Surabaya City).

Hutomo, Debora Ayuningtyas (2025) Analisis New Public Service (NPS) Pada Pelayanan Pendaftaran Tanah SIstematis Lengkap (PTSL) Di Kota Surabaya. (Analysis of New Public Service (NPS) in the Complete Systematic Land Registration (PTSL) in Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study examines how the principles of New Public Service (NPS) are applied in the implementation of the Complete Systematic Land Registration Program (PTSL) by the National Land Agency (BPN) of Surabaya City, which aims to accelerate the land certification process and provide legal certainty for the public. In practice, the implementation of PTSL in Surabaya faces several challenges, including complex administrative procedures, difficulties in data verification, and varying levels of community participation and response. These conditions require a public service approach that places greater emphasis on citizen participation and the public interest. This research employs a descriptive qualitative method with an intrinsic case study approach, focusing on the analysis of the seven NPS principles through interviews, field observations, and document analysis, which are subsequently analyzed using the interactive model of Miles and Huberman. The results show that most New Public Service (NPS) principles have been applied in the implementation of the PTSL program. The principles of serve citizens, not customers, seek the public interest, and value citizenship are reflected through officer assistance, community involvement in data verification, and neighborhood meetings. Efforts to ensure accountability and transparency are carried out through information dissemination and digital services, although challenges remain due to limited socialization, varying administrative literacy, resource constraints, and the broad coverage area.

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