ASPEK PELAYANAN DALAM SISTEM PENGELOLAAN AIR LIMBAH DOMESTIK BERBASIS INSTITUSI DI KOTA MEDAN

Abstrak

The Domestic wastewater management in urban areas by performing attention to service aspects that meet the expectation and satisfaction of the public as the customer is a significant factor in the sustainability of the implementation of the Domestic Wastewater Management System (SPALD). This research was conducted at PDAM Tirtanadi, North Sumatra as an Institution/Operator of the Off-site Domestic Wastewater Management System (SPALD-T) Medan Municipality, is serving 19,531 House Connections (HCs) customers in 12 service Zones and Cemara Asri Housing until the end of 2019. In This study, uses a qualitative descriptive method with a case study approach for the service aspects of domestic wastewater management for the last 5 (five) years in the 2015-2019 period. From the data analysis of the study results on the performance indicators of the SPALD-T service aspects, the results obtained include: Service Coverage Ratio realized 4,28% until 2019, the ability to increase service coverage is still low, with an increase of 0.52% or an average of the only 0.1%/year where the city-scale sewerage system targets 10% of the city population, while the Customer growth Rate is low, where the ability to add household connections (HCs) with an average increase of 3.74%/year, for the New Customer Demand Fulfillment Ratio were from the target of 13,100 HCs only 3,223 HCs or 24.60% realized, with an increase 4.92%/year average. Then the Customer Complaint Ratio is relatively constant, with an average of 99.50%/year. While The Capacity Utilization Ratio of the Cemara DWWTP has fluctuated, where realized 78.80% to installed capacity, which means the Idle Capacity Ratio is still 21.20% until the year 2019, whereas the average utilization increase of 6.26%/year. And the Efficiency of BOD Cemara DWWTP allowance fluctuates, with an average of 68.60%/year. To sustainability and realize good public service governance in the field of sanitation, especially the domestic wastewater services (accountability governance) of Medan Municipality environmentally friendly, it is necessary to improve coordination and comprehensive understanding of stakeholders.