Pelayanan Prima Pada Pengurusan Kartu Tanda Penduduk Elektronik (E-KTP) Melalui Website PLAVON (Studi Kasus Di Mal Pelayanan Publik Kabupaten Sidoarjo

Excellent Service In Electronic Identity Card (E-KTP) Management Via PLAVON Website (Case Study at the Sidoarjo Regency Public Service Mall)

Pemerintah menerapkan gagasan e-government dalam rangka memenuhi tuntutan masyarakatnya terhadap pelayanan prima. Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sidoarjo telah berupaya untuk meningkatkan pelayanan prima di bidang administrasi kependudukan melalui website yang bernama Pelayanan Via Online (PLAVON) sebagai bentuk penerapan e-government. Adapun jenis dokumen kependudukan yang dapat diajukan salah satunya yaitu Kartu Tanda Penduduk Elektronik (E-KTP). Penelitian ini bertujuan untuk mendeskripsikan penerapan pelayanan prima pada pengurusan Kartu Tanda Penduduk Elektronik (E-KTP) melalui website PLAVON di Mal Pelayanan Publik (MPP) Kabupaten Sidoarjo. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif. Fokus penelitian menggunakan teori kualitas pelayanan e-government (E-Govqual) menurut Ari et al. (2021). Analisis data dilakukan dengan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan: (1) efisiensi, website PLAVON mudah untuk diakses serta menggunakan bahasa yang mudah dipahami; (2) reliabilitas, pelayanan selesai tepat waktu; (3) kepercayaan, website PLAVON memiliki sistem keamanan yang terjamin; (4) dukungan masyarakat, sikap pegawai yang dapat membantu pemohon yang kesulitan ketika melakukan pengajuan; (5) kualitas sistem, website dapat berfungsi dengan baik dan tidak error. Sejumlah kendala juga ditemukan seperti kurangnya informasi terkini mengenai alur prosedur pelayanan, kondisi ruang tunggu yang kurang nyaman, jumlah pegawai yang terbatas, dan tampilan website yang kurang menarik. Adapun saran dari peneliti yaitu memperbarui informasi mengenai alur prosedur pelayanan, meningkatan kualitas sarana dan prasarana, melakukan upaya penambahasan pegawai, dan memperbarui tampilan serta fitur yang ada di website PLAVON agar lebih menarik.

The government implements the idea of e-government in order to meet the demands of its people for excellent service. The Sidoarjo District Population and Civil Registration Office has endeavored to improve excellent service in the field of population administration through a website called Service Via Online (PLAVON) as a form of e-government implementation. One of the types of population documents that can be submitted is the Electronic Identity Card (E-KTP). This study aims to describe the application of excellent service in the processing of Electronic Identity Cards (E-KTP) through the PLAVON website at the Sidoarjo Regency Public Service Mall (MPP). This research uses descriptive research with a qualitative approach. The focus of the research uses the theory of e-government service quality (E-Govqual) according to Ari et al. (2021). Data analysis is done by data reduction, data presentation, and conclusion drawing. The results showed: (1) efficiency, the PLAVON website is easy to access and uses language that is easy to understand; (2) reliability, services are completed on time; (3) trust, the PLAVON website has a guaranteed security system; (4) community support, the attitude of employees who can help applicants who have difficulties when making applications; (5) system quality, the website can function properly and does not error. A number of obstacles were also found such as the lack of up-to-date information on the flow of service procedures, uncomfortable waiting room conditions, limited number of employees, and unattractive website display. The suggestions from researchers are to update information about the flow of service procedures, improve the quality of facilities and infrastructure, make efforts to increase employees, and update the appearance and features on the PLAVON website to make it more attractive.