IMPLEMENTATION OF NUISANCE PERMIT AND CONTROL POLICIES TO ACHIEVE EXCELLENT SERVICE AT THE BANDUNG CITY INTEGRATED SERVICE AND LICENSING AGENCY

ABSTRACT

JICA perception of bureaucracy. The assumption that bureaucracy is irrational, wasteful, unproductive and trapped in ceremonial activities is more often raised in society.
A government agency may say that excellent service is the best service program that can satisfy the community. In reality, the services carried out between one agency and another agency will not be the same. According to Bazarah, J. et al (2021) because the processes and forms of services provided by these government agencies are different from each other. This depends on the type of duties, authorities, and responsibilities of the agency. The implementation of regional autonomy in the current era has become a national momentum that can be used as a starting point for reform steps, including in terms of public services, which will slowly evolve towards a good, clean and authoritative governance order.
Law No. 32 and 33 of 2004, is a formal foundation in the framework of governance that relies on the development of regional potential, so that in turn it will make the region the center of development activities. In this connection, the success of regional implementation will be largely determined by the readiness of the region as the center of development activities. The new government order is expected to realize a comprehensive democratization in all regions (Rahmawati, M.P. &;Fatchuriza, M. 2022). The task of attracting domestic and foreign investors now rests entirely on the shoulders of local governments. This is a very strategic aspect of the influx of capital flows brought by investors to the region which is very vital for regional industrial growth. With the entry of investors, it not only brings fresh money but also the transfer of technology and information. Regional development as an integral part of national development, is carried out based on the principle of regional autonomy and national resource management, which provides opportunities for improving democracy and regional performance to improve public welfare towards a civil society free from corruption, collusion and nepotism. Hutahayan, J.F. (2019) mentioned that public services function to support public services which are products that concern the lives of many people and public interests. Service can be said to be of quality or satisfactory if the service can meet the needs and expectations of the community.
Licensing services are included in one type of public service needed by the community. Katharina, R. (2021) In the era of globalization and industrialization, licensing services are very important to bring fundamental changes and growth when the industrial sector will become dominant if supported by an adequate regulatory system. Licensing is expected to create a vibrant business climate for investors. One of the functions of the government in the field of guidance and control is the function of granting permits to certain communities and organizations which is an administrative control mechanism that must be carried out. In line with Law Number 28 of 2009 concerning Regional Taxes and Retribution, Law 25 of 2007 concerning Investment, and Bandung Mayor Regulation Number 752 of 2008 concerning Amendments to Bandung Mayor Regulation Number 550 of 2008 concerning Procedures for the Implementation of One-Stop Integrated Licensing Services (PPTSP), a new institution was formed in the city of Bandung under the name (initially) of the Investment and Integrated Licensing Service Agency (BPMPPT), which then in 2010 changed its name to the Integrated Licensing Service Agency (BPPT). The establishment of the Integrated Licensing Service Agency (BPPT) is expected to serve the interests of the community in managing good licensing so that it can support the realization of Bandung a dignified Service City (clean, prosperous, obedient and friendly.) BPPT is a manifestation of One Stop Service Management, namely the implementation of services whose management process (starting from the application stage to the document issuance stage) is carried out in an integrated manner in one place. It is fully realized that in line with the increasing attractiveness of the city of Bandung for investors to open business land in the city of Bandung, the number of applications for licensing services will also increase.
Based on preliminary studies, licensing services for the community through Nuisance Permits implemented at the Bandung City Integrated Licensing Service Agency have actually gone towards improvement, but there are still some things that are still not optimal. This can be seen from indications of problems such as there are still officers who lack responsibility for the needs of applicants, especially in accelerating the completion of permits. For example, if you do not immediately inform the applicant of the file that lacks requirements, there are still officers who lack a good attitude towards the applicant. For example, often officers are less friendly or impatient in dealing with applicants who try to ask for clarity of information, there are still officers who are less swift in serving the needs and problems faced by applicants.
Furthermore, to analyze various existing problems, researchers try to relate to policy implementation variables. It is intended to understand what happens after a program is formulated, as well as what consequences arise from the policy program. Policy implementation is based on an approach that focuses on government policy as a government decision that has goals and objectives. Problems in Policy Implementation are a crucial thing that always arises in policy implementing bodies and often becomes an obstacle to organizational progress. The ability of implementers to understand and respond to evolving expectations in society, lack of vertical cooperation between superiors and subordinates, horizontal working relationships that are less synergistic, or resistance to changes that arise for improvement, are often obstacles to the achievement of organizational goals. Thus, policy actors are always required to have the ability to adapt to developing conditions. The implementation of the policy carried out by the Bandung City Integrated Licensing Service Agency has also been going well in principle, but there are still some things that are still not optimal. This can be seen from indications such as the lack of widespread socialization of permit procedures and requirements in the community, so they think that taking care of permits is convoluted, the process is difficult, and has high costs, there are still officers who do not fully understand the policies set. For example, each officer's perception of the Regulations is still different, there are still not optimal efforts to improve or improve the results of work. When there is a mistake in typing the manuscript, it is not immediately followed up.
The above conditions, based on the assumption of researchers are influenced by the existence of control that is still not optimal. Cahyadi, N. et al (2022) Control is principally part of management, and is a process of determining what is to be achieved (standards) what is being done (implementation) and then assessing the implementation of the work. If deemed necessary, improvements can be made so that the implementation is in accordance with the plans and standards that have been set. The phenomenon that has emerged in terms of control, especially in large government organizations, is that leaders cannot directly control the work carried out by their subordinates (Hasanah, S.M. 2020). Another thing is because of delegation of authority, standard operating procedures, and internal and external communication networks that are still not running well (Kurniawan, I. et al 2021). Thus, of course, it will be an inhibiting factor in achieving organizational goals, because in principle this control is a process to direct a set of variables (for example people, machines and equipment) towards achieving goals or objectives (Angie, R. 2022).
The control carried out at the Bandung City Integrated Licensing Service Agency already has a good system, but there are still some parts that need to be further improved. The problem related to Nuisance Permit Control is that there are still people who complain (either through print, electronic media, or coming directly to the Integrated Licensing Service Agency) on the grounds that their permit application has not been completed and there are still remaining files that have been processed at the collection counter, but are not immediately followed up by officers by informing directly to the applicant. Based on the existing problems, researchers feel interested in conducting research and analyzing existing problems into a research proposal entitled "Implementation of Nuisance Permit and Control Policy to Achieve Excellent Service at the Bandung City Integrated Service and Licensing Agency".
One type of service carried out at BPPT Bandung City is the Nuisance Permit (HO / Hinder Ordonantie). This is in line with Bandung City Regional Regulation No. 27 of 2002, concerning Nuisance Permits and Business Place Permits. The target object is any person or business entity that conducts a business that can and or does not cause danger, loss, and disturbance to society and environmental sustainability. The general phenomenon that has occurred in the community and is related to this permit issue, especially concerns several main aspects, namely the length of permit processing time, the amount of costs that must be incurred, files that have been processed but have not been taken by the applicant, and still not socialized information about permit requirements. This of course will be an obstacle for business actors in managing their business licenses.
Based on the problems described above, this study aims to determine the effect of the implementation of the nuisance permit policy and control on the excellent service of Bandung City. The results of the research will be input for the government in the Bandung City Service and Licensing Agency in developing a better organizational climate for service improvement. Thus, the author is interested in conducting research entitled "Implementation of Interference and Control Permit Policy to Achieve Excellent Service at the Bandung City Service and Licensing Agency".

METHOD
The research method used is the explanatory survey method. The explanatory survey method highlights the relationship between research variables and tests hypotheses that have been prepared previously. The reason for using the explanatory survey method in this study, because this study tries to find the relationship between the variables studied The goal is to test the relationship between two or more variables. In this case, the implementation of policies and controls as independent variables generated with symbols X1 and X2 which have an influence on excellent service caused by the symbol Y. Data is obtained based on events or experiences that have taken place, both regarding policy implementation, control and excellent service.
The variables of this study consist of three variables, namely, two independent variables and one dependent variable. Included in the independent variable is Policy Implementation and Control, while the dependent variable is Excellent Service. Policy Implementation Variables according to Tachjan (2006: 37), including programs (policies) implemented, Target groups, implementors, and environmental factors (physical, social, cultural, political.). Control variables, according to Anthony and Govindarajan in Zulhermawan, M. &; Hakim, R.A.R. (2023), namely detectors or sensors, selectors (evaluators or assessors), effectors (directors or modifiers), and communication networks (communication networks.). Meanwhile, the variables of excellent service according to Barata (in Winih, T.S. 2021) are Ability, Attitude, Appearance, Attention, Action , and Accountability.
Primary data on Policy Implementation, Control and Excellent Service are obtained from employees and the community who take care of nuisance permits at the Bandung City Integrated Licensing Service Agency. Secondary data were obtained from several reports at the Bandung City Integrated Licensing Service Agency and other archives related to this study. The population in this study was employees of the Business Licensing Sector and general sections related to Nuisance Permits with a population of 650 people, while the sample in collecting data was 87 respondents consisting of employees of field I (Business Licensing), General Section Employees, and the Public applying for nuisance permits. This research was conducted at the Bandung City Integrated Licensing Service Agency, located on Jalan Cianjur No. 34 Bandung.
Data were collected using research instruments in the form of questionnaires, interviews and observations. The use of this questionnaire is intended to meet two needs, namely to obtain descriptive data, and other data for hypothesis and model testing (Wulandari, A.P. &;Renda, N.T. 2020). Data obtained from respondents in the form of questionnaire answers, analyzed quantitatively or statistically. Measurement of indicators of the three research variables was carried out through a questionnaire consisting of a number of closed question lists and distributed to respondents with an ordinal measurement level of answer categories provided with five answer choices, namely in accordance with the Likert Scale. The data analysis technique used is path analysis. According to Riduwan and Kuncoro (2011: 2) which states that the Path Analysis Model is used to analyze the pattern of relationships between variables with the aim of determining the influence and indirect set of independent variables (exogenous) on bound variables (endogenous).

HASIL DAN PEMBAHASAN
With the philosophical basis that meeting public expectations in the licensing process needs to be made various improvements, including simplifying the licensing system, improving public services, eradicating corruption and improving the investment climate as well as in order to implement the mandate stipulated in laws and regulations and other technical policies at the Central Level related to investment and licensing services, the Mayor of Bandung has the initiative to establish an institution new with the name (initially) the Integrated Investment and Licensing Service Agency (BPMPPT), which later changed its name again to the Integrated Licensing Service Agency (BPPT.) The establishment of this Integrated Licensing Service Agency is expected to serve the interests of the community in managing permits properly based on the principles of public service, namely simplicity, clarity, certainty, time, accuracy, security, responsibility, completeness of facilities and infrastructure, ease of access, discipline, politeness and friendliness, and comfort, so as to support the realization of Bandung a Dignified Service City (Clean, Prosperous, Obedient and Friendly). The legal basis for the implementation of the Bandung City Licensing Agency and Services policy is Licensing services provided at this time include granting new licenses, changing licenses, extending/her-registration/re-registering licenses and providing copies of licenses. Licenses in the fields of Investment, Trade, Industry, Culture and Tourism (Field I) include Interference Permits (HO) / Business Place Permits, Company Registration Certificates, Trading Business Licenses, Warehouse Registration Certificates, Industrial Registration JICA Certificates, Industrial Business Licenses, Tourism Business Licenses, Billboard Implementation Permits. Permits for Spatial Planning, Building, Construction and Land (Field II) include Land Use Permits (replaced with KRK issued by the Spatial Planning and Copyright Office), Building Permits, Location Permits, Construction Services Business Permits. Permits for the Field of Binamarga, Water Resources, and Environment (Field III) include permits for erection of billboard poles, pedestrian bridges and the like, permits for making yard entrances, permits for making entrances in residential complexes, shops and the like, permits for closing/using sidewalks, berms, and channels, permits for land/soil maturation, underground water management permits, permits for excavating space belonging to roads, Surface water extraction permits, Permits for discharging wastewater to water sources, Permits for changing the flow, shape, dimensions, and slope of the bottom of the channel / river, Permits for changing or making buildings and irrigation networks and strengthening dikes built by the community, Permits for the construction of tracks under / above it, Permits for the use of irrigation buildings and border lands and channels / rivers, Permits for the use of springs and other irrigation land. Communication, Information, and Transportation Licensing (Field IV) includes, Route permits, parking lot management permits, Deposit service licenses, and transportation business licenses.
The Bandung City Integrated Licensing Service Agency is supported by 135 Civil Servants, which can be seen in the following list: Data based on policy implementation variables were revealed through respondents' answers to questionnaire statements covering several indicators in the study. Data based on nuisance permit variables obtained through respondents, to clarify the results of the questionnaire processing, a summary will then be presented regarding the assessment tabulation and the percentage of independent variable assessment as a whole, regarding policy implementation in the following table: From the results of the study, it is known that the figure of 5,036 is in the range between 4,732.8 and 5,846.4. Thus, each statement of the policy implementation variable is in the good category. Thus the indicators of the value can be a reference for implementors. The objectives of the policy are expected to emerge when the policy output can be received and utilized properly by the target group (Adnyani, N.K. 2022). This is supported by the results of an interview with the Head of Business Licensing, who explained that every policy taken, is always planned and communicated with various parties intensively, so that whatever problems arise will be resolved appropriately and carefully.
The results of data based on controlling variables were obtained through questionnaires filled out by respondents. To clarify the results of the questionnaire processing, a summary will then be presented regarding the assessment tabulation and the percentage of assessment of independent variables as a whole, regarding the implementation of the policy in the following table:

JICA
The results of the total score interval scale for control variables become a reference for respondents' assessment. From the results of the study, it is known that 4,458 is in the range between 4,437 and 5,481. Thus, each statement of the control variable is in the good category. The data results are in line with the results of research by Arifin, S. &;Sinambela, E.A. (2021).
The results of data related to the variable Y Excellent Service were obtained based on the responses collected. The following are the results of the overall analysis presented in the form of tables and interval scales. Table 4. Summary of tabulation and percentage of assessment of excellent service variables Overall (N=87) NO The results of the total score interval scale for the Excellent Service variable become a reference for respondents' assessment. From the results of the study, it is known that 4,599 is in the range between 4,437 and 5,481. Thus, every statement of the Excellent Service variable is in the Good category. This is based on the fact that the measure of success in the implementation of public services is determined by the level of satisfaction of service recipients (Islam, A.F. 2022). Service recipient satisfaction can be achieved if the service recipient receives services in accordance with what is needed and expected. To test the validity of each item, the scores on the item in question are correlated with the total score. The item score is viewed as the X value and the total score is viewed as the Y.
To calculate the price correlation coefficient of the variables Policy Implementation (X1), Control (X2) and Excellent Service (Y) between question items and the total score, the author uses the SPSS Program Package whose results can be seen in the following table: In this study, the Alpha Croanbach reliability measurement method was used with the criterion of the magnitude of the minimum reliable coefficient must be met by a measuring instrument of 0.70 which means that overall the measuring instrument has a reliable internal consistency. The following are the results of reiability that have been tested (Muzahid, M. 2021). The reliability value of the variables mentioned above indicates that the reliability of the questionnaire used as a measuring tool is included in the strongly correlated category for the variables Policy Implementation, Control and Excellent Service above because the value is more than 0.7.
The variables to be measured are the variables of Implementation of Disturbance and Control Permit Policy with the variable of Excellent Service at the Bandung City Integrated Licensing Service Agency. Thus the relationship between variables with the complete value of the correlation coefficient can be seen in the table below: From the calculation results using SPSS 15, the correlation coefficient of policy implementation and control variables on the excellent service variable was obtained with the correlation coefficient between policy implementation and excellent service is r = 0.811, this means that there is a strong relationship between policy implementation and excellent service. Because the correlation r value is > 0, meaning that there is a positive linear relationship, the greater the value of policy implementation, the greater the excellent service (Putri, N.R. &; Ratnasari, S.L. 2019). The correlation coefficient between control and excellent service is r = 0.827, this means that there is a strong relationship between control and excellent service. Because the correlation r value is > 0, meaning that there is a positive linear relationship, the greater the control value, the greater the excellent service. Thus, the path coefficient between the variables of policy implementation and control with excellent service is fully described in the following table:

Source: Data Processing Results 2023
For the path coefficient, you can use the correlation multiplication calculation with the inverse matrix, then the policy implementation path coefficient (X1) = 0.441 states that every additional policy implementation will increase the level of excellent service by 0.441. The control line coefficient (X2) = 0.502 states that each additional control will increase the level of excellent service by 0.502 (Rumambi, F.L. et al 2022).
The direct and indirect influence between policy implementation and control of excellent service can be explained as follows: Based on the calculation of the coefficient of determination from the path analysis, the influence of policy implementation and control directly and indirectly on excellent service was 77.37%, while other factors affecting excellent service that were not studied were 22.63%. Factors that are not studied and may be influential include: planning, communication, motivation, and employee performance.
The results of joint testing between control and implementation of policies on excellent service can be seen in the table below. There fore the value of Fcalculate > Ftable is 143,594 > 3,105 where the null hypothesis is rejected. It can be concluded that there is a significant influence between the variables of policy implementation and control of excellent service together. Based on the results of the calculation of the above hypothesis put forward by the researcher, namely "The Influence of Organizational Climate on Employee Performance in Panyileukan District, Bandung City" can be accepted because it is supported by facts from the field.

CONCLUSION
Partial examination of policy implementation variables and control of excellent service at the Bandung City Integrated Licensing Service Agency, there is a significant influence between policy implementation variables and excellent service variables at the Bandung City Integrated Licensing Service Agency. Based on the value of the path coefficient, there is a significant influence between the variables of policy implementation and control of excellent service at the Bandung City Integrated Licensing Service Agency, together. Factors that are not studied and may be influential include: planning, communication, motivation, and employee performance at the Bandung City Integrated Licensing Service Agency.