THE EFFECTIVENESS OF POPULATION ADMINISTRATION SERVICES

(A STUDY ON THE NIGHT SERVICE PROGRAM IN LAKARSANTRI VILLAGE SURABAYA CITY)

Pelayanan administrasi kependudukan malam di Kelurahan Lakarsantri, Kota Surabaya, merupakan inovasi yang bertujuan untuk meningkatkan aksesibilitas layanan bagi masyarakat yang memiliki keterbatasan waktu pada jam kerja reguler. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teori efektivitas program oleh Aswar Annas, yang meliputi indikator-indikator seperti ketepatan waktu, sumber daya manusia, mekanisme kerja, kerjasama dan komunikasi, penyaluran dana yang tepat dan efisien, tidak ada penyimpangan, serta monitoring dan evaluasi. Hasil penelitian menunjukkan bahwa program ini berhasil meningkatkan aksesibilitas layanan administrasi meskipun masih terdapat beberapa kendala. Dalam hal ketepatan waktu, pelayanan malam berjalan sesuai jadwal yang telah ditetapkan, yaitu pukul 18.00 hingga 20.00 WIB, meskipun ada beberapa permohonan yang tidak selesai dalam waktu 1x24 jam akibat keterbatasan fasilitas. Sumber daya manusia telah bekerja efektif, meskipun terdapat kekurangan staf terlatih di beberapa balai RW, yang mempengaruhi efisiensi pelayanan, terutama untuk permohonan yang lebih kompleks. Mekanisme kerja terstruktur dengan baik dan efisien, meskipun terbatasnya fasilitas pendukung seperti printer sedikit mengganggu kelancaran pelayanan. Dalam hal kerjasama dan komunikasi, hubungan antara Kelurahan, RW, dan RT berjalan baik, namun penyebaran informasi terkait jadwal dan prosedur masih kurang merata, terutama di kalangan masyarakat yang tidak aktif menggunakan media digital. Penyaluran dana yang tepat dan efisien terlihat dalam pengelolaan anggaran yang terbatas, yang difokuskan pada penyediaan fasilitas dasar seperti wifi dan perlengkapan administrasi, meskipun masih ada kekurangan sarana pendukung yang lebih memadai. Dalam hal tidak adanya penyimpangan, program berjalan dengan integritas, didukung oleh penerapan Maklumat Pelayanan dan pengawasan yang transparan, sehingga tidak ada praktik gratifikasi. Monitoring dan evaluasi dilakukan dengan supervisi rutin dan penggunaan aplikasi Puntadewa, meskipun umpan balik yang diterima masih terbatas dan belum sepenuhnya menggambarkan pengalaman masyarakat secara keseluruhan. Penelitian ini merekomendasikan peningkatan sarana dan prasarana, pelatihan berkelanjutan bagi sumber daya manusia, serta diversifikasi metode penyebaran informasi untuk mendukung keberlanjutan program. Temuan ini  diharapkan dapat menjadi acuan bagi pengembangan inovasi serupa dalam pelayanan administrasi publik di daerah lain. 

Kata Kunci: Efektivitas Program, Pelayanan Malam, Administrasi Kependudukan, Inovasi Layanan Publik, Kelurahan Lakarsantri

The night population administration service in Lakarsantri Village, Surabaya, is an innovation aimed at improving accessibility to services for residents with time constraints during regular office hours. This study uses a descriptive qualitative approach with the program effectiveness theory by Aswar Annas, which includes indicators such as timeliness, human resources, work mechanisms, cooperation and communication, the efficient and accurate allocation of funds, absence of deviations, and monitoring and evaluation. The findings indicate that the program successfully enhanced access to administrative services, despite some challenges. In terms of timeliness, the night service operated according to the scheduled hours, from 6:00 PM to 8:00 PM, although some requests were not completed within 1x24 hours due to limited facilities. Human resources were effective, though there was a shortage of trained staff at some RW offices, affecting service efficiency, particularly for more complex requests. Work mechanisms were structured and efficient, though limited supporting facilities, such as printers, hindered smooth service delivery. In terms of cooperation and communication, the relationship between the Kelurahan, RW, and RT worked well; however, the dissemination of information regarding service schedules and procedures was not optimal, especially among community members who were not active in digital media. The allocation of funds was efficient, with the limited budget focused on essential facilities such as Wi-Fi and administrative equipment, though there were still shortcomings in the availability of more adequate supporting facilities. In terms of absence of deviations, the program ran with integrity, supported by the implementation of the Maklumat Pelayanan and transparent supervision, ensuring no practices of bribery or corruption. Monitoring and evaluation were carried out through regular supervision and the use of the Puntadewa application, though feedback received was still limited and did not fully capture the overall experience of the community. This study recommends improving infrastructure, providing ongoing training for human resources, and diversifying information dissemination methods to support the program’s sustainability. These findings are expected to serve as a reference for the development of similar innovations in public administrative services in other regions.

Keywords: Program Effectiveness, Night Service, Population Administration, Public Service Innovation, Lakarsantri Village