Analisis Penerapan Standar Pelayanan Publik Pembuatan KTP-el (Kartu Tanda Penduduk Elektronik) di Dinas Kependudukan dan Pencatatan Sipil (Dispenduk Capil) Kota Surabaya

  • Elga Trisna Universitas Negeri Surabaya
  • Meirinawati Meirinawati S1 Ilmu Adiministrasi Negara, Fakultas Ilmu Sosial dan Hukum, Universitas Negeri Surabaya

Abstract

Public service is a form of fulfilling the interests of civil and population registration in the form of the application of an Electronic KTP (KTP-el) so that public service standards are needed in government agencies. This study aims to describe the application of public service standards makin KTP-el at the Civil Registration Office of the City of Surabaya. This research uses descriptive method with approach Qualitatively using data collection through interview, observation and documentation techniques. The rearch subjects consisted of the Employees Civil Registration Office and the community. The analysis used by researchers of service standards according to PERMENPAN RB Number 15 of 2014 concering Guideliness Service Standards consist of identifying the requirements for each type of KTP-el service, identification of procedures with stages of Standard Operating Procedures for services, identification of time to complete each type of service, identification of the amount of fees/tariffs when receiving services, identification of service products in the form of service outputs obtained and identification of handling complaints regarding various forms of complaint management mechanisms.

The results of the analysis show that the implementation of public services for making KTP-el has been running according to service standards guidelines but is not yet fully optimal. Judging from the identification of the requirements, it was found that the applicant still brought the requirements that were lacking and the identification time was still not maximized if the form was not available. Suggestions that can be given on the issue of requirements for service providers should disseminate information on the requirements for making KTP-el according to the needs of each type of service and for the public to use electronic media on channels provided by the Civil Registration Office, considering the importance of taking care of civil registration documents and suggestions for the deadline for completing the KTP-el making can provide service as promised, even if the accuracy of population input at the data center and the accuracy of completing the issuance of KTP-el for the government pays more attention to the availability of forms.

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Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 tentang Pelayanan Publik
Published
2022-08-02
Section
Articles
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