Analysis of the Implementation of Public Service Standards Making e-KTP (Electronic Identity Card) at the Department of Population and Civil Registration (Dispenduk Capil) Surabaya City

Pelayanan publik merupakan wujud dalam memenuhi kepentingan pencatatan sipil dan kependudukan berupa penerapan KTP Elektronik (KTP-el) sehingga dibutuhkan standar pelayanan publik pada instansi pemerintah. Penelitian ini bertujuan mendeskripsikan penerapan standar pelayanan publik. pembuatan KTP-el. di Dispenduk Capil Kota Surabaya. Penelitian ini menggunakan. metode deskriptif dengan pendekatan. kualitatif menggunakan pengumpulan data melalui teknik wawancara, observasi dan dokumentasi. Subjek penelitian terdiri dari Pegawai Dispenduk Capil dan masyarakat. Analisis yang digunakan peneliti untuk standar pelayanan. publik menurut PERMENPAN RB Nomor 15 Tahun 2014 tentang. Pedoman. Standar Pelayanan terdiri dari identifikasi persyaratan kebutuhan tiap-tiap jenis layanan KTP-el, identifikasi prosedur mempunyai tahapan Standar Operasional Prosedur pelayanan, identifikasi waktu dalam menyelesaikan tiap jenis layanan, identifikasi besaran biaya/tarif saat mendapatkan pelayanan, identifikasi produk pelayanan berupa luaran pelayanan yang didapat dan identifikasi penanganan pengelolaan pengaduan mengenai berbagai bentuk mekanisme pengelolaan pengaduan.

Hasil analisis menunjukkan penerapan pelayanan publik pembuatan KTP-el sudah berjalan sesuai pedoman standar pelayanan namun belum sepenuhnya optimal. Dilihat dari identifikasi persyaratan ditemukan pemohon masih membawa persyaratan yang kurang dan identifikasi waktu masih belum maksimal apabila blanko tidak tersedia. Saran yang dapat diberikan pada permasalahan persyaratan bagi penyelenggara layanan seharusnya mensosialisasikan informasi persyaratan pembuatan KTP-el sesuai kebutuhan tiap jenis pelayanan serta bagi masyarakat dapat memanfaatkan media elektronik pada channel yang disediakan Dispenduk Capil mengingat pentingnya mengurus dokumen pencatatan sipil dan saran batas waktu penyelesaian pembuatan KTP-el dapat memberikan pelayanan sesuai yang dijanjikan pun ketelitian penginputan kependudukan pada data center serta ketepatan penyelesaian penerbitan KTP-el bagi pemerintah lebih memperhatikan ketersediaan blanko.

Kata Kunci: Standar Pelayanan Publik, Analisis Pelayanan, KTP-el.

Public service is a form of fulfilling the interests of civil and population registration in the form of the application of an Electronic KTP (KTP-el) so that public service standards are needed in government agencies. This study aims to describe the application of public service standards making KTP-el at the Civil Registration Office of the City of Surabaya. This research uses descriptive method with approach Qualitatively using data collection through interview, observation and documentation techniques. The rearch subjects consisted of the Employees Civil Registration Office and the community. The analysis used by researchers of service standards according to PERMENPAN RB Number 15 of 2014 concering Guideliness Service Standards consist of identifying the requirements for each type of KTP-el service, identification of procedures with stages of Standard Operating Procedures for services, identification of time to complete each type of service, identification of the amount of fees/tariffs when receiving services, identification of service products in the form of service outputs obtained and identification of handling complaints regarding various forms of complaint management mechanisms.

The results of the analysis show that the implementation of public services for making KTP-el has been running according to service standards guidelines but is not yet fully optimal. Judging from the identification of the requirements, it was found that the applicant still brought the requirements that were lacking and the identification time was still not maximized if the form was not available. Suggestions that can be given on the issue of requirements for service providers should disseminate information on the requirements for making KTP-el according to the needs of each type of service and for the public to use electronic media on channels provided by the Civil Registration Office, considering the importance of taking care of civil registration documents and suggestions for the deadline for completing the KTP-el making can provide service as promised, even if the accuracy of population input at the data center and the accuracy of completing the issuance of KTP-el for the government pays more attention to the availability of forms.

Keywords: Standards of Public Service, Analysis Service, KTP-el.