INOVASI PELAYANAN E-KTP OLEH DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL
(Studi Kasus Mall Pelayanan Publik Kabupaten Bangkalan)

Pelayanan di dinas kependudukan dan pencatatan sipil Kabupaten Bangkalan tergolong kurang efekif dan kurang efisien sehingga sering di keluhkan masyarakat (Asy’ari, 2019). Inovasi pelayanan E-KTP yang dilaksakan di mall pelayanan publik di Kabupaten Bangkalan merupakan hal baru dilaunching pada hari  kamis 03 september 2020 yang tujuannya memperbaiki pelayanan agar lebih efektif dan efisien, dengan prinsip pelayanan yang cepat, tepat dan transparan. Tujuan peneliti ingin mendeskripsikan inovasi pelayanan E-KTP oleh Dinas Kependudukan dan Pencatatan Sipil studi kasus mall pelayanan publik Kabupaten Bangkalan. Metode penelitian Menggunakan penelitian deskriptif dengan pendekatan kualitatif.  Fokus penelitian inovasi pelayanan E-KTP oleh Dinas Kependudukan dan Pencatatan Sipil studi kasus mall pelyanan publik Pemerintah Kabupaten Bangkalan menggunakan teori inovasi menurut Bugge (2018) terdapat enam indikator meliputi tata kelola inovasi, sumber ide ide untuk inovasi, budaya inovasi, kemampuan dan alat-alat, tujuan hasil biaya dan hambatan, mengumpulkan data inovasi untuk inovasi tunggal menggunakan teknik purposive. Sedangkan analisis data menggunakan model interaktif menurut miles dan huberman Sugiyono  (2013) yang terdiri dari pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan / verifikasi. Berdasarkan hasil penelitian menunjukkan adanya perubahan pelayanan yang lebih efektif dan efisien dari segi penyelesaian dengan konsep one day one service  dan fasilitas yang memadai.

Kata kunci: Inovasi Pelayanan Publik, Mall Pelayanan Publik, E-KTP, E-Goverment.

Services at the population and civil registration office of Bangkalan Regency are classified as less effective and less efficient so that people often complain (Asy’ari, 2019). The innovation of the E-KTP service which was carried out at the public service mall in Bangkalan Regency was a new thing launched on Thursday, September 3, 2020, which aims to improve services to be more effective and efficient, with the principle of fast, precise and transparent service. The aim of the researcher is to describe the innovation of the E-KTP service by the Department of Population and Civil Registration, a case study of a public service mall in Bangkalan Regency. The method used in this research is descriptive research with a qualitative approach. The focus of the research is to analyze and describe the innovation of E-KTP services by the Department of Population and Civil Registration. A case study of the public service mall of the Bangkalan Regency Government using innovation theory according to Bugge (2018), there are six indicators including governance of innovation, sources of ideas for innovation, culture of innovation, capabilities and tools, objectives cost and constraint results, collects innovation data for a single innovation using purposive sampling. Meanwhile, data analysis uses an interactive model according to Miles and Huberman (in Sugiyono 2015: 247) which consists of data collection, data reduction, data presentation and conclusion drawing/verification. Based on the results of the study, it shows that there is a change in services that are more effective and efficient in terms of completion with the concept of one day one service and adequate facilities.

Keywords: Public Service Innovation, Public Service Mall, E-KTP, E-Goverment.