Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil (Studi Pada Mal Pelayanan Publik Kabupaten Sidoarjo)

Quality of Public Services At The Population and Civil Registration Service (Study At Public Service Mall Sidoarjo District)

Pemerintah bertanggung jawab menyelenggarakan pelayanan publik sebagai upaya pemenuhan kebutuhan masyarakat dalam konteks kehidupan bernegara. Melalui berbagai lembaga yang telah dibentuk sesuai dengan fungsinya, pemerintah berusaha meningkatkan kesejahteraan masyarakat yang menjadi tanggung jawabnya. Fakta membuktikan bahwasanya pelayanan publik di Negara Indonesia ini masih memiliki beberapa kekurangan dan mengabaikan tangung jawabnya dalam melayani masyarakat. Oleh karena itu dalam penelitian ini, peneliti tertarik meneliti pelayanan publik di Kabupaten Sidoarjo sebagai Mall Pelayanan Publikyang terkenal dengan pelayanan yang terus berinovasi. Penelitian ini menggunakan metode penelitian pendekatan kualitatif deskriptif. Peneliti mengumpulkan data melalui proses observasi, wawancara, dan dokumentasi. Penelitian ini menemukan hasil bahwasanya pelayanan publik yang dilakukan oleh karyawan di Mall Pelayanan Publik Kabupaten Sidoarjo dalam indikator transparansi terdapat kurang jelasnya SOP yang berlaku yaitu SOP hanya ada di website sehingga masyarakat yang berusia lanjut kebingungan untuk mencari SOP pembuatan dokumen penduduk, indikator  akuntabilitas sesuai dengan pelayanan yang mengedepankan masyarakat dan mengikuti aturan kemendagri, indikator partisipatif sudah baik karena memberikan pelayanan yang baik menjadikan masyarakat berpartisipasi dalam pembuatan dokumen kewarganegaraan, indikator kondisional masih masih memiliki kekurangan karena pihak pelayanan masih lebih mementingkan masyarakat dalam golongan disabilitas daripada masyarakat reguler, indikator kesamaan hak masih ada kekurangan karena pihak pelayanan sering melaksanakan penyerobotan antrian sehingga menjadikan antrian tidak sesuai dengan nomor urut yang didapatkan, dalam indikator kesesuaian hak dan kewajiban sudah bagus karena terdapat pelayanan pengaduan dan tanya jawab sehingga masyarakat mudah mendapat informasi dalam pembuatan dokumen kependudukan.

Kata Kunci : Pelayanan, Masyarakat, Kependudukan, Sipil

The government is responsible for providing public services as an effort to fulfill the needs of the community in the context of state life. Through various institutions that have been formed according to their functions, the government tries to improve the welfare of the people for which it is responsible. Facts prove that public services in Indonesia still have several shortcomings and ignore their responsibilities in serving the community. Therefore, in this research, researchers are interested in examining public services in Sidoarjo Regency as a Public Service Mall which is famous for services that continue to innovate. This research uses a descriptive qualitative research method. Researchers collected data through a process of observation, interviews and documentation. This research found that the results of public services carried out by employees at the Sidoarjo Regency Public Service Mall in the transparency indicator were that the applicable SOPs were not clear, namely that the SOPs were only available on the website so that older people were confused about looking for SOPs for making resident documents, accountability indicators were in accordance with services that prioritize the community and follow the rules of the Ministry of Home Affairs, participatory indicators are good because providing good services makes people participate in making citizenship documents, conditional indicators still have shortcomings because the service still prioritizes people in the disability group rather than regular people, indicators of equal rights are still there are shortcomings because the service often carries out queue breaking so that the queue does not match the serial number obtained, the indicator of suitability of rights and obligations is good because there is a complaint and question and answer service so that the public can easily get information in making population documents.

Keywords : Services, Community, Population, Civil