Strategy for Strengthening Knowledge Management in Improving the Quality of Legal Services at the Kampar Regency Regional Secretariat
DOI:
https://doi.org/10.38035/dijefa.v7i4.7389Keywords:
quality of public services, service improvement strategies, organizational SWOT analysis, apparatus performance, regional governanceAbstract
This study aims to analyze the strategy of strengthening knowledge management in supporting the quality of legal services at the Kampar Regency Regional Secretariat. The study used a qualitative descriptive approach with purposively selected informants. Data were obtained through interviews, observations, documentation, and questionnaires as supporting data in identifying internal and external factors of the organization. Data analysis was carried out through the stages of data reduction, data presentation, drawing conclusions, and SWOT analysis using the IFAS and EFAS matrices. The results of the study indicate that knowledge management has been implemented through competency development, legal document storage, knowledge sharing, and mentoring and transfer of experience between employees. However, the implementation has not been fully integrated and there are still inconsistencies in knowledge development and sharing activities. The results of the SWOT analysis indicate that the organization is in a position to support the implementation of the Strengths-Opportunities (SO) strategy, which is utilizing internal strengths to optimize available opportunities. Strategies that can be implemented include strengthening the digital legal knowledge base, increasing knowledge sharing forums, developing apparatus competencies, and strengthening knowledge transfer mechanisms. These strategies are aimed at supporting easy access to legal information, consistency of work processes, and the capacity of apparatus in providing services. However, this study did not directly measure the relationship or influence of knowledge management on the quality of legal services. Therefore, the relationship between strengthening knowledge management and service quality in this study is understood based on qualitative findings, service conditions, and the results of a SWOT analysis and cannot yet be interpreted as an empirically proven causal relationship.
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