BUSINESS PROCESS REENGINEERING PADA DESA SUGIHWARAS UNTUK MENINGKATKAN EFISIENSI PELAYANAN KEPADA MASYARAKAT

Public services at the village level play a vital role in fulfilling the administrative needs of the community. However, the service processes in Sugihwaras Village, particularly in issuing letters and handling public complaints, are still carried out manually, making them inefficient and time-consuming. This study aims to improve the efficiency of these service processes by applying the Business Process Reengineering (BPR) method. BPR is used to analyze and redesign existing business processes through the techniques of Eliminate, Simplify, Integrate, Automate (ESIA). This research employs a mixed methods approach, with data collected through observation, interviews, and quantitative analysis using throughput efficiency testing. The results indicate that the implementation of BPR significantly increases efficiency and reduces completion time in four main business processes: issuance of land ownership certificates, business certificates, police record certificates, and the handling of public complaints. Efficiency increased substantially across all processes, with the highest improvement reaching 74.2% and time reduction up to 297 minutes. Thus, BPR implementation is proven effective in enhancing the efficiency and quality of public services in Sugihwaras Village.