Analisis Pelayanan Kependudukan di Kantor Kecamatan Karangan Kabupaten Trenggalek Jawa Timur. (Analysis of Population Services at the Karangan SubDistrict Office, Trenggalek Regency, East Java).

Mahardikasari, Devie (2022) Analisis Pelayanan Kependudukan di Kantor Kecamatan Karangan Kabupaten Trenggalek Jawa Timur. (Analysis of Population Services at the Karangan SubDistrict Office, Trenggalek Regency, East Java). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Pelayanan publik merupakan suatu peristiwa layanan yang dilakukan pemberi layanan publik guna mewujudkan keinginan masyarakat. Pelayanan publik pada dasarnya berlandaskan profesionalisme dan etika, seperti akuntabilitas, efektivitas, efisiensi, integritas, netralitas, dan keadilan bagi semua penerima layanan. Namun, pada kenyataannya persepsi masyarakat terhadap pelayanan tergambar berdasarkan proses yang panjang, berbelit-belit, biaya tinggi, pelayanan yang buruk, dan prosedur penyelesaian pelayanan yang tidak profesional. Pemerintah sebagai wadah dalam memenuhi kebutuhan masyarakat harus menyediakan pelayanan yang lebih cepat, hemat biaya, akomodatif, inovatif, dan produktif jika pemerintah berada dalam jangkauan masyarakat. Di Indonesia, kondisi pelayanan publik masih diwarnai dengan berbagai praktik pungutan liar dan suap, akses yang sulit, pungutan yang tidak jelas, dan prosedur yang berbelit-belit. Penelitian ini bertujuan untuk mengetahui pelayanan kependudukan di Kantor Kecamatan Karangan serta kendala yang dihadapi pada pelayanan kependudukan. Pada penelitian ini menggunakan jenis penelitian kualitatif dengan pendekatan deskriptif, yang berfokus pada pelayanan kependudukan di Kantor Kecamatan Karangan. Lokasi penelitian dilakukan di Kantor Kecamatan Karangan Kabupaten Trenggalek Jawa Timur dengan pengumpulan data penelitian melalui observasi secara langsung kemudian melakukan wawancara dan mengambil dokumentasi sebagai bukti. Berdasarkan hasil penelitian yang dilakukan pelayanan kependudukan pada Kantor Kecamatan Karangan telah memenuhi standar pelayanan pada indikator kesesuaian persyaratan informasi mengenai persyaratan dan jenis pelayanan telah diberikan secara luas melalui website, persyaratan yang diberikan telah disesuaikan dengan kebutuhan-kebutuhan dalam menyelesaikan proses pelayanan. Pada indikator kemudahan prosedur kemudahan pelayanan telah diberikan pada sistem satu pintu yang dimana alur pelayanan pengurusan dokumen sudah sangat singkat dan cepat. Pada indikator kecepatan waktu rata-rata waktu yang dibutuhkan dalam proses pelayanan sekitar 5-10 menit tergantung jenis pelayanan dan kelengkapan persyaratan. Pada indikator kewajaran biaya/tarif dalam segala jenis pelayanan yang ada tidak dipungut biaya apapun. Pada indikator kemampuan petugas perlu adanya peningkatan pada kompetensi petugas pelayan terkait teknologi informasi. Pada indikator kualitas sarana prasarana sudah cukup memadai tetapi perlu adanya pembenahan terutama sarana prasarana yang menunjang proses pelayanan seperti AC, serta komputer. Pada indikator penanganan pengaduan pengguna pelayanan masih kurang dalam memberikan informasi pengisian kotak saran serta tidak adanya standar operasional prosedur yang menangani ini mengakibatkan kurangnya koordinir yang baik terkait pengaduan yang masuk.

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