Interaksi Sosial dalam Peningkatan Pelayanan Publik Lampu Penerangan Jalan Umum di Kota Jayapura

Abstract

This study examines the role of social interaction in improving public services related to the management of Public Street Lighting (PSL) in Jayapura City, Indonesia. Effective interaction between government officials and the community is considered a fundamental element in ensuring responsive, transparent, and accountable public service delivery. The study aims to analyze the patterns of social interaction established between public service providers and citizens, identify the supporting factors that enhance service performance, and explore the challenges encountered in the management of street lighting services by the Housing and Settlement Division of the Public Works and Spatial Planning Office of Jayapura City. A descriptive qualitative approach with a case study design was employed. Data were collected through field observations, in-depth interviews with key informants, including government officials and community members, and analysis of relevant documents. The data were analyzed using the stages of data reduction, data display, and conclusion drawing. The findings indicate that effective social interaction characterized by cooperative communication, mutual trust, and active community participation significantly contributes to improving the quality of public services. Two-way communication enables faster reporting of damaged streetlights, facilitates timely maintenance, and strengthens coordination between service providers and citizens. However, several constraints remain, including limited human resources, inadequate facilities and infrastructure, budget limitations, and the extensive service coverage area, all of which reduce the responsiveness of service delivery. The study concludes that strengthening social interaction through transparent communication, community participation, and responsive governance is essential for optimizing public street lighting services. These findings provide practical insights for local governments seeking to enhance the quality of infrastructure-based public services through collaborative relationships with the community.