https://ejurnal.teraskampus.id/index.php/perkasa Teras Kampus en-US Perkembangan Kajian Sosial 3047-6720 https://ejurnal.teraskampus.id/index.php/perkasa/article/view/635 <p><em>This study evaluates the quality of benefit delivery and access regarding the Family Hope Program (PKH) and the Sembako (Basic Food) Program for extremely poor families in Tolitoli Regency, focusing on delivery through an evidence-based policy approach. The researchers employed a descriptive-evaluative qualitative design and analyzed data from two districts: Baolan and North Tolitoli. The researchers purposively selected 66 informants, comprising government officials and program implementers, community members and actors, and academics. Data collection involved in-depth interviews, focus group discussions (FGDs), observations, and secondary data sources (DTSEN, distribution reports, regulations, data from BPS/Dukcapil/Dapodik, and administrative records). Findings reveal a gap between administrative coverage and effective coverage; not all families registered in the system have actually received the assistance. Key obstacles include population data issues, problematic bank accounts, and data inconsistencies across DTSEN, Dukcapil, and Dapodik systems. Geographical barriers, a limited number of agents, and withdrawal service fees result in disparities in net benefits across groups and regions. The program implementers' limited capacity(average facilitator handling ? 300 beneficiary families) and weak cross-sectoral coordination exacerbate the situation. The study recommends developing a monitoring dashboard based on seven indicators, optimizing service points and alternative channels, ensuring fee transparency and strengthening complaint mechanisms, establishing regular coordination forums, and enhancing the capacity of facilitators and social welfare workers (TKSK).</em></p> Nursifa Muhammad Iqbal Henra Rasa Putra Copyright (c) 2026 Perkembangan Kajian Sosial 2026-10-31 2026-10-31 3 2 51 63 10.69616/perkasa.v3i2.635 https://ejurnal.teraskampus.id/index.php/perkasa/article/view/279 <p>This study aims to analyze the quality of public services in the outpatient department of the Tinondo Community Health Center (Puskesmas), located in Tinondo District, East Kolaka Regency, Southeast Sulawesi. The study employed a qualitative descriptive approach, with informants including health center staff and members of the public who use the services. Both primary and secondary data were analyzed descriptively. The findings indicate that the quality of outpatient services is not yet optimal, particularly regarding the dimensions of tangibles, reliability, responsiveness, and empathy. In terms of tangibles, the waiting area facilities require improvement, specifically through the addition of seating. Regarding reliability, the consistency of service timeliness is compromised by practices influenced by personal or familial relationships. In terms of responsiveness, public complaints persist due to ineffective communication between staff and service users. Meanwhile, the empathy dimension is suboptimal, as staff show insufficient attention and responsiveness to the public's need for information and concerns. Conversely, the assurance dimension—specifically concerning the security and reliability of services—is considered reasonably good, supported by the provision of necessary information to the public. These findings highlight the need for facility upgrades, consistent adherence to procedures, strengthened communication, and enhanced staff responsiveness and empathy. This study serves as an evaluative resource for the health center’s management to improve the quality of outpatient services, ensuring they are equitable, responsive, and oriented toward the needs of the community.</p> Asjun Yudi Agusman Ashari Copyright (c) 2026 Perkembangan Kajian Sosial 2026-11-05 2026-11-05 3 2 64 81 10.69616/perkasa.v3i2.279