Changing the nomenclature of the Regional Tax Service Agency to become the Regional Revenue Agencies of Malang City in early 2020 caused increasing in the workload that must be carried out. So as, when the Covid-19 pandemic emerged, Bapenda had to adapt to the new normal order. Bapenda must provide the best service while adhering to existing health protocols. Researchers used a qualitative approach with data collection techniques through interviews, observation and documentation. Data validity used source triangulation. The results showed that Bapenda of Malang City had implemented service standards by using health protocols. Efforts are being made to reduce the number of employees on duty at service counters, divert reporting services and tax consultation via online, the public is exempted from fees in accessing services, providing service product information in book form or asking directly to officers in the waiting room, fulfillment service facilities and infrastructure according to health protocols and placing officers at service locations according to their competencies. Meanwhile, the obstacle faced is the awareness of taxpayers who need services to comply with health protocols.
Real Time Impact Factor:
Pending
Author Name: Abd. Rohman; Dewi Citra Larasati
URL: View PDF
Keywords: Service Standards; Service Management; New Normal
ISSN: 2088-7469
EISSN: 2407-6864
EOI/DOI: http://dx.doi.org/10.33366/rfr
Add Citation
Views: 1
