STRATEGI PELAYANAN DALAM MENJAGA KUALITAS PELAYANAN PUBLIK PADA KONDISI PENINGKATAN VOLUME PERMINTAAN: SYSTEMATIC LITERATURE REVIEW

Abstract

Increasing volumes of public service requests constitute a major challenge for public organizations because demand growth may exceed available organizational capacity. This imbalance can increase waiting time, workload, administrative errors, and citizen dissatisfaction. This study aims to identify and synthesize service strategies used to maintain public service quality under conditions of increasing demand. A Systematic Literature Review (SLR) approach was used by synthesizing 14 core studies relevant to public service demand, workload, organizational capacity, digital service provision, frontline discretion, coordination, and citizen satisfaction. The literature was analyzed through thematic synthesis. The results identify five main strategies: capacity and workload management, digitalization and automation, prioritization and segmentation of requests, organizational flexibility and bounded discretion, and continuous performance monitoring. The review indicates that maintaining service quality during demand surges cannot rely solely on adding personnel. Effective responses require an integrated approach combining human resources, process redesign, technology, coordination, and adaptive governance. The study proposes an Adaptive Public Service Capacity Strategy as a conceptual framework for aligning demand monitoring, capacity adjustment, service prioritization, digital-human integration, and continuous feedback.