Intervensi Perbaikan Kinerja dengan Model Diagnosis Burke-Litwin untuk Kesetaraan Sertifikasi Berbahasa Difabel di Balai Bahasa Provinsi Sumatera Utara (BBPSU)

Abstract

Language proficiency is one form of multiple intelligences that plays a crucial role in today’s global competition. One of the key indicators of superior human resources in Indonesia is the improvement of language competencies, whether in verbal, written, or sign forms. Balai Bahasa Provinsi Sumatera Utara (BBPSU), as a government agency responsible for providing language services, is mandated to ensure equitable services for all societal groups, including persons with disabilities. Data from Dinas Pemberdayaan Masyarakat dan Desa Provinsi Sumatera Utara shows that approximately 24,492 people, or about 0.16% of the population with disabilities in North Sumatra, have not yet received equal access to language certification services. This study aims to identify the supporting and inhibiting factors in realizing equitable language certification services for persons with disabilities by employing the Burke-Litwin transformational model diagnosis. The study utilizes a qualitative approach with a case study design. Data collection was carried out through interviews, observations, questionnaires, and document reviews. The data was analyzed qualitatively using the New Public Service theory, which emphasizes the importance of public services that are oriented toward societal needs and improving public sector organizational performance. The results of the problem identification diagnosis indicate that accountability at BBPSU reveals a number of issues that reflect challenges in the organization’s responsibility towards the public, particularly in the provision of language certification services for people with disabilities. These issues have surfaced in several accountability indicators identified during the research, which are evidenced by the organization's lack of commitment and focus on the needs of language certification services for individuals with disabilities. The research findings demonstrate that the four transformational factors of Burke-Litwin which includes vision, mission, and organizational strategy; external environment; leadership; and organizational culture mutually influence the organization’s performance in providing language certification services for people with disabilities. There are a need for performance improvement interventions through the reformulation of the mission and strategy, restructuring the organizational framework, and enhancing the human resource management system by empowering the organizational structure through the establishment of a dedicated unit/task force for people with disabilities at BBPSU.