Implementasi Pelayanan Publik Pada Dinas Kependudukan Dan Pencatatan Sipil Kota Kupang

BUSTAMAN, Bustaman (2019) Implementasi Pelayanan Publik Pada Dinas Kependudukan Dan Pencatatan Sipil Kota Kupang. Undergraduate thesis, Universitas Katolik Widya Mandira.

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Abstract

Public service is one form of government activity that has been a concern of the community. One of the regional apparatus organizations providing public services is at the Department of Population and Civil Registration of Kupang City. Based on the Compliance Value of the Public Service Standards of the Ombudsman of the Republic of Indonesia, it was known that the compliance value of the public service standards at the Department of Population and Civil Registration of Kupang City in 2017 and 2018 was at the rate of 73.50, in the category of moderate compliance or the yellow zone. This indicated the existence of problems in the implementation of public services in the department. The research problems were as follow: 1) How is the public service at the Department of Population and Civil Registration of Kupang City? 2) What are the supporting and inhibiting factors of the public services at the Department of Population and Civil Registration of Kupang City? This study used a qualitative approach with interviews, observation and documentation study as data collection techniques. Informants in this study consisted of the Department Head, the 3 Division Heads, 6 Section Heads, 6 members of Implementing Staff and 12 people of the community. The results of data analysis showed that the implementation of public services has been improved. The inhibiting factors were the lack of socialization about website services, the unavailability of IT staff and data networks, the lack of human resources, and the lack of work facilities. The supporting factors are the existence of a vision and mission to serve the community sincerely and determination to overcome the e-KTP problems. Based on these results it is recommended to the management of the Department of Population and Civil Registration of Kupang City to conduct socialization about the application of e-bisa, e-sigap and e-lahir/mati, provide more human resources, especially with the skill in IT and data networks, and issue an assignment Decree (SK) of employees who are responsible for managing the website/application.

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