Prosedur Pelayanan Jasa Pemanduan dan Penundaan Kapal Guna Mendukung Kelancaran Operasional pada PT. Snepac Indo Service

This study is motivated by the importance of pilotage and towage services in supporting the smooth operational activities of vessels at ports. Suboptimal services can cause delays and disrupt vessel operations. This study aims to determine the coordination mechanisms and document flow between PT. Snepac Indo Service, ship agents, and BP Batam in the implementation of pilotage and towage services, to determine the effectiveness of the B-SIMS system in accelerating the administrative process, and to identify the obstacles encountered in the implementation of service procedures. This study uses a qualitative method with a descriptive approach. Data were collected through observation, interviews, and documentation. The results show that the coordination mechanism and document flow have been implemented through several stages, starting from the submission of service requests by ship agents, document verification by BP Batam, scheduling and assignment of pilots and tugboats by PT. Snepac Indo Service, to the implementation of services and completion of administration. The use of the BSIMS system helps accelerate administrative processes, facilitate verification and information exchange, and support still encountered, including changes in vessel schedules, B-SIMS system disruptions, incomplete administrative documents, weather and water conditions, involved and the use of the B-SIMS system