Introduction
Indonesia is a country
in Southeast Asia, crossed by the equator and between the continents of Asia and
Australia and between the Pacific and Indian Oceans. Indonesia is the world's
largest archipelago of 13,487 islands (Hardiyansyah, 2018).
The form of Government of Indonesia is the republic, with the House of Representatives,
the House of Regional Representatives and the President directly elected. The
government was formed to maintain the peace and security of a region to be the
main authority both internally and externally (Aspinall & Crouch, 2003).
As the main purpose of the establishment of the government is to maintain a
system of order in the community can live its life fairly. In other words, it
is essentially a service to the community that is the primary function of the
government. The services provided to the community at all times always demand
quality public services from bureaucrats conducted transparently.
As an institution
that provides public services, the government ensures
the continuity of state administration involving the development of service
policies and the management of resources derived from the public interest. If
public services performed by local governments are good / quality, then the implementation
of regional autonomy can be said to be successful (Tauhid, 2018).
Improving the quality of public and public services themselves feel
satisfaction for the service is the ultimate goal and bureaucratic reform run
by the government. The implementation of public services according to Chapter I
Article 1 paragraph 2 of Law No. 25/2009 is every state organizing institution,
corporation, independent institution formed by law for public service
activities. When the electronic
identity card or e-KTP program emerged, people were more familiar with it as
e-KTP. But in Indonesian, the application of foreign languages
and Indonesian cannot be juxtaposed. So
there was a change in the term, which was originally e-KTP to e-KTP. This
change in terms does not change the essence of the electronic identity card
product. Where the e-KTP stores one's personal data (Isma, 2019).
The mention of the
word electronic in the electronic-based identity card is based on the making of
an electronic record and certain security codes in the NIK-based ID card blank
which will later be given to residents, so that what is meant by an NIK-based
ID card is none other than Electronic-based KTP or e-KTP itself. The opinion in
this study is to be able to assess the quality of public services carried out
by a public service institution to produce quality output. Quality output where
the service is in accordance with the expectations of the community.
Understanding of the quality of public services as an example of e-KTP-making
services (Muhammad Saiyidul, 2020).
The provision of
public services by the government apparatus to the public is actually an
implication of the function of state apparatus as a public service. Therefore,
the position of the government apparatus in public services (public services)
is very strategic because it will greatly determine the extent to which the
government is able to provide the best service for the community, which in
doing so will determine the extent to which the state has performed its role
well in accordance with its founding objectives. Socialization of the Electronic Identity Card program
has been carried out properly in accordance with the duties and authorities of
the Majalengka City Population and Civil Registration Service, through the
media of pamphlets, banners, billboards, brochures as well as through electronic
media broadcasts of local radio, internet media facebook, website of the Population
Service and the City of Bima Civil Registry. Technological innovations in
making Electronic Identity Cards have implemented an electronic-based
government system (Fitriani, 2017).
The integrated
information system in the Electronic Identity Card (E-KTP) making system is in
accordance with the use of the latest technology in the national population
database whose application includes the City of Majalengka. Bureaucratic reform
in the administration of electronic Identity Cards can improve the performance
of the State Civil Apparatus (ASN) and public support for the implementation of
E-KTP in Bima City is maximized. This can be seen from the community's
motivation to attend the data recording is also high, especially among the
community members in each kelurahan (Oktaviana, 2018).
Similarly, (Moenir, 2006)
argues that public service is an activity carried out by a person or a group of
people on the basis of material factors through certain systems, procedures and
methods in an effort to satisfy the interests of others in accordance with
their rights. Public service activities organized by the government to the
community include many things that concern all the needs of the community.
Therefore, it can be
set standards both in terms of the time required and the result. With the
standard of management can plan, implement, supervise and evaluate service
activities, so that the final results are satisfactory to the parties who get
the service. But various issues arise among the community, it turns out that
the right of service received by the community feels that it has not been able
to meet the expectations of all parties both from the general public and from
the government itself (Dani, 2019).
The low quality of
public services is a bad image of the government in the community. And for
people who have ever dealt with bureaucracy is always complaining and
disappointed about the lack of apparatus in providing services. The quality of
public services can be categorized well if the public gets ease of service with
a short, fast, precise and satisfactory procedure.
The success of
improving the quality of public services is determined by the government's ability
to improve the discipline of service officers. Especially the government
apparatus of the Population and Civil Registry Office of the City of Majalengka
is expected to realize efforts to improve the quality of public services. The
real problem of the public service process, especially the making of Identity Card
(KTP), is still not optimal. For example, it takes a long time in the making (Asy�ari, 2019).
The
provision of public services by government officials to the community is an
implication of the function of the state apparatus as public servants. The
position of the government apparatus in service is very important because it
will greatly determine the extent to which the government is able to provide
the best possible service for the community, which in this way will determine
the extent to which the state has performed its role very well in accordance
with the objectives of its establishment. On the other hand, what happened at
the Population and Civil Registration Office of Paser Regency there are still
problems in the services provided to the community such as infrastructure, lack
of information provided, services provided are still slow, there are still errors
in providing service products and lack of tools and forms for services (Karnia & Fanida, 2020).
The Department
of Population and Civil Registration of Majalengka City is a government
institution that carries out population administration services for the people
of Majalengka City. One of its service products is electronic identity card (Damanhuri, 2019).
The electronic
identity card service consists of data recording to the printing stages of
electronic identity card. The measure used in measuring the quality of service
according to Quality of service can be measured from 5 dimensions, namely:
Tangible, Reliability, Responsivinces, Assurance and Empathy. Factors that
affect the quality of service authors use the behavior of officials and
communications.
There is
correlation between apparatus behavior with service quality and communication
with service quality. For data analysis use frequency distribution with mean
and also included graph. Calculate the correlation of kendall tau using SPSS
17.0 application for apparatus behavior with service quality and communication
with service quality. The conclusion of this study, the quality of electronic
identity card service in the Department of Population and Civil Registration of
the City of Salatiga as a whole based on the analysis and data processing is
good.
The correlation
of 0,835 means the relationship between apparatus behavior and service quality.
The correlation of 0.257 means the relationship between communication and
service quality. There are some obstacles in the ministry that is the
exhaustion of the blank form of ktp-el. Causing the electronic identity card service
is considered low by the community and needs improvement in the level of
timeliness of electronic identity card service. The need for information and
certainty regarding the electronic identity card service.
Indonesia
is one of the many countries in the world that have a state apparatus
(bureaucracy). The state apparatus is a state apparatus which is the executor
and implementation of the government. In the wheels of government, all the
components in it support the struggle for the ideals of the nation's struggle and
are based on Pancasila and the 1945 Constitution.
The
basis possessed by the state officials is an important part in providing
services to the community. Public services perceived by the community are the
result of the government. The attitude and behavior of bureaucrats in providing
services is not yet excellent. The problem that occurs is a complex problem
where both the structure and procedures to the human resources need
improvement.
We
can see that there is a high level of compliance with public service standards,
the remaining 6 ministries are still moderate and at a low level. There are
still problems in public services in Indonesia. It can be seen that there are
still many ministries that have not yet achieved green or high levels of
compliance with service standards. Self-service standards are needed by a
government. Ignorance of service standards has the potential to result in poor
service quality.
This
can be observed through visible indicators, for example, if there is no service
announcement posted, the potential for legal uncertainty on public services
will be very large. If there is no standard fee posted, then the potential for
extortion, brokers, and bribes is common in the office. Neglect of public
service standards will also encourage the potential for maladministration and
corrupt behavior. In the long term, neglect of public service standards has the
potential to reduce the credibility of the government's role as a provider of public
services.
Law
Number 24 of 2013 concerning Population Administration which has been ratified
by the DPR-RI on November 26, 2013 is a fundamental change in the field of
population administration.
Population
Registration Number (NIK) and a single population document. Public service in
the field of population administration is one of the public service tasks
carried out by the government in order to serve the general public, which
includes duties and functions, registering and issuing ID cards, family cards, and
various deeds Civil Registry as well as recording of Movements and Management
of Population Data.
One
of the products of population administration is E-KTP/KTP-el/Electronic
Identity Card starting in 2009 with the appointment of the four cities a are Padang,
Makassar, Yogyakarta and Denpasar. Meanwhile, other regencies/cities were
officially launched by the Ministry of Home Affairs in February 2011 and the
recording of permanent population data continues until all Indonesian residents
are required to have their personal ID cards recorded.
The
Ministry of Home Affairs (Kemendagri) changed the term e-KTP which stands for
ElectronicKTP to KTP -el. Electronic Identity Card, hereinafter abbreviated as
KTP-el, is an Identity Card equipped with a chip which is the official identity
of the resident as proof of self issued by the implementing agency. This change
in mention is in accordance with Article 1 paragraph 14 of the Law of the
Republic of Indonesia Number 24 of 2013 concerning amendments to Law no. 23 of
2006 concerning Population Administration.
Method
This type of
research is included in the type of descriptive qualitative research. According
to (Moleong, 2019)
is: "Research of this type of research that seeks to reveal a problem and
circumstances as it is, for which researchers are limited to revealing only
facts, words, images and not numbers. Descriptive research will not consider
that something is already happening, therefore the social situation that arises
in society is used as research conducted against the natural background of the
ongoing social situation". In this study such as focused on the Quality of
Public Service in the manufacture of Identity Cards, descriptive research was
selected to describe clearly and naturally the situation on the scene.
Results and Discussion
A.
Implementation of Quality Of
Public Services in the Civil Registration and Population Office of Majalengka City
The government must always strive to maintain the
peace and security of a region both internally and externally. As the main
purpose of the establishment of the government is to maintain a system of order
in the community can live its life fairly. In other words, it is essentially a
service to the community that is the primary function of the government. The
state apparatus as a public servant must provide the best service to the good
governence. Services provided to the community at all times always demand
quality public services from bureaucrats conducted in a transparent and
accountability.
This can be interpreted that the government as the
mobilizer and originator of the existing service system in every government
organization, must be able to serve professionally, responsively, and not look
at the feathers in serving every community.
But the various issues that arise among the community,
it turns out that the right of service received by the community feels that it
has not met the expectations of all parties both from the general public and
from the government itself.
Improving the performance of public service
bureaucracy will have broad implications, especially in the level of public
trust in the government while the lack of good bureaucratic performance so far
is one of the important factors that drive the emergence of a crisis of public
trust in the government.
Service to the community can be categorized as
effective if the community gets ease of service with a short, fast, precise and
satisfactory procedure. The success of improving the effectiveness of public
services is determined by the government's ability to improve the discipline of
service officers.
One of the service systems managed by the government
is the registration of residents in the manufacture of Identity Cards
(KTP).� Identity Card (KTP) is the
official identity of the Resident as proof of self issued by the Implementing
Agency applicable throughout the territory of the Unitary State of the Republic
of Indonesia.
This card must be owned for Indonesian Citizens (WNI)
and Foreign Nationals (FOREIGNERS) who have a Permanent Residence Permit (ITAP)
who are 17 years old or have already married or have married. Children of
foreigners who have ITAP and are 17 years old are also required to have an ID
card. KTP for Indonesian citizens is valid for five years and the expiration
date is adjusted to the date and month of birth concerned. KTP for foreigners
is valid in accordance with the period of Permanent Residence Permit.
Especially for residents who are 60 years old and above, get a lifetime ID card
that does not need to be extended every five years.
In the service system in the manufacture of Identity
Card (KTP) the community can directly assess the ability and performance of
each employee in providing services, because in the service of making Identity
Card (KTP) from all levels of society also utilize the service.
The flow in terms of making Identity Cards that take
place in the government organization of the Department of Population and Civil
Registration of the City of Majalengka as follows :
1. The community of KTP
applicants carries the requirements that have been determined and known by RT /
RW to obtain an ID card.
2. When the application file is
examined completeness by siak officers of the village, after it is felt
complete the file is given to the sub-district.
3. Denounced the application file
re-examined completeness by siak district officers, if it is felt that the file
is complete the applicant can directly do a photo shoot, then forwarded to the
operator dkecamatan to input data and print.
4. After entry and printing, the
printed ID card is verified by the officers in the Majalengka Civil Registration and
Population Office. If the complete data has been signed by the Head of the
Population and Civil Registration Office of the City of Majalengka, then stamped and stamped.
After the ID card is completed, it is handed back to the sub-district to be
given to the community.
From the flow of services above the community as the
use of government services directly assess the performance of government
officials who serve, the public can give good or bad assessment of the services
provided. The public also has the right to give direct criticism if there are
government officials who behave not as promised in the implementation of the
services that the government provides.
But there is a widespread issue in the community that
the services provided by government officials in the Department of Population
and Civil Registration of the City of Majalengka in the manufacture of Identity Cards
(KTP) is not optimal, because the delay in making can reach 1 (one) month from
the time promised by the government, and the illegal levies that exist in the
implementation of its services.
This can be seen from the results of interviews
conducted by the people who interviewed researchers, Lili's mother said:
"The length of the results of identity cards (KTP) that came out is not in
accordance with the promised, he said 14 days could be eh it could be up to 1
(one) month can even be more."
From the information given by the people interviewed
can be concluded, if the issue that spreads in the community is true and not
just a mere issue without any truth.
Conclusion
Based on the discussion in chapter IV (FOUR), it can be
concluded as follows implementation of public services in the Department of
Population and Civil Registration of the City of Majalengka as measured based on the
dimensions of public services according to Lovelock. Tangiable (Touched):
Implementation of the quality of public services in the Department of
Population and Civil Registration of the City of Majalengka is seen and assessed from
this dimension is not good enough. Realiable (Reliable): Implementation
of the quality of public services in the Office of Population and Civil
Registration of the City of Majalengka seen from this dimension is quite optimal, but not
optimal. Responsiveness (Response): The response of public service
officers in the Department of Population and Civil Registration of Majalengka city seen from this
dimension is quite good.
�Assurance (Jamninan): Implementation of the quality of public
services seen from this dimension is not optimal enough. Empathy: The empathy given by
public service employees in the Majalengka Civil Registration and Population
Office is seen from this dimension as not optimal enough. In the implementation of
public services above the determinant factors have not been fully implemented
properly by the Department of Population and Civil Registration of the City of Majalengka, this resulted in a public
assessment of the quality of public services provided is not good.
Because of the frequent delays made
in the making of Identity Cards (KTP), finally the public judged the services provided
were not satisfactory. In the implementation of public services in the Department of
Population and Civil Registration of the City of Majalengka encountered obstacles including
the following. The lack of personnel in the service resulted in an overlap of
the work carried out by each personnel, resulting in the lack of optimal
service provided. The system used for service sometimes has constraints in the
application that is being used, sometimes trouble / error in the network during
the implementation of the service. The length of the result of the
service that the community requested, because sometimes too slow personnel in
serving the community or leaders / superiors needed to know the services
provided are not in place. Lack of public awareness in understanding
the importance of population documents that should have been owned by every
Indonesian citizen.������
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