Faktor-Faktor yang Mempengaruhi Pelayanan Publik Digital Pembayaran E-Retribusi Rumah Susun Sewa di Kabupaten Semarang

Abstract

The payment of rental flats (rusunawa) levies managed by the Semarang Regency DPU was previously carried out in cash. The payment of the levy, which is still conventional, has problems such as late payment, arrears, risk of losing money or can be misused. For this reason, payments need to be improved through digital-based cashless e-retribution. With e-levy, residents can directly pay through banks, ATMs, or various digital platforms such as e-wallets, Qris, and Laku Pandai outlets. This study aims to identify the factors that affect the implementation of e-levy rusunawa in Semarang Regency. The method used in this study is a qualitative descriptive method. The findings of the study show that the success of digital public services in the form of e-levy payments that are ideated at the preparatory stage (June-August 2024) and operational (starting September 2024) is influenced by several supporting factors, namely: (1) Leadership support in the form of regulations and policies such as the Regent Regulation on Guidelines for the Implementation of Non-Cash Transactions in the APBD; DPRD recommendation to implement e-levy; Decree of the Head of DPU on the Establishment of an Effective Team for the Preparation of e-Levy Flats and SOPs for the Implementation of e-Levy Flats; and the Circular Letter of the Head of DPU on the Implementation of the e-Levy of Rusunawa; as well as the support of the Semarang Regency BKUD; (2) The capacity of government organizations in the form of software in the form of Bank Jateng billing centers and the capacity of human resources managers, especially the willingness of staff to learn and want to change from manual to digital levy management; and (3) The value understood by the rusunawa user community that there are benefits of digital payments, which are easier, faster and more accountable than cash transactions. This public service model with digital payments can be replicated for all types of regional tax and levy payments, especially in Semarang Regency.