Manajemen Pelayanan Publik Program Padat Karya pada Masyarakat Berpenghasilan Rendah (MBR): Studi di Kecamatan Karang Pilang, Kota Surabaya

Abstract

The Cash-for-Work Program in Surabaya aims to reduce poverty among low-income communities (MBR), with notable progress in Karang Pilang District where 52.2% of families have benefited. This study analyzes the program’s public service management using five indicators: service quality, community satisfaction, effectiveness and efficiency, accessibility and transparency, and accountability. Employing a qualitative descriptive approach, data were collected through observation, documentation, and interviews with 12 informants. The findings show generally positive implementation—marked by responsive staff and increased productivity—yet highlight challenges such as limited work tools, lack of follow-up, and low business sustainability. The study concludes that stronger mentoring, regular evaluation, and support policies are vital to enhance long-term program impact.