Implementasi Standar Pelayanan Kartu Tanda Penduduk Elektronik (KTP-EL) (Suatu Studi pada Dinas Kependudukan dan Pencatatan Sipil Kota Malang di Mal Pelayanan Publik Berdasarkan Kebijakan Keputusan Menteri PAN Nomor 63/KEP/M.PAN/7/2003)Shania AyusetyaFirnandaauthorOne of the problems currently being faced in almost all regions is public services, especially in Malang City. The population of Malang City is increasing from year to year, this also affects the public services provided, with high population growth from year to year so that the service sector also needs to be improved in accordance with community needs. If people's needs are not met then there are impacts from this problem. The decline in the quality of public services can affect public trust and satisfaction in public services. Based on these conditions, improving the quality of public services is needed in addition to meeting the needs of the community and also to restore or increase public trust by making improvements or innovations in public services. By making these improvements or innovations, public trust in the government will improve and also become a motivation for service providers to improve the quality of their services. Public service is a form of attention from the government to fulfill all community needs with the aim of realizing community prosperity. The public services provided are usually in the form of goods and services, as well as administrative matters, this is stated in Law of the Republic of Indonesia Number 25 of 2009 concerning Public Services. One form of service provided by the government to meet the needs of the community is the Electronic Resident Identity Card (KTP-El) service as regulated in Malang City Regional Regulation (PERDA) Number 9 of 2015 concerning the Implementation of Population Administration and Civil Registration Services. The aim of this research is to implement Electronic Identity Card (KTPEl) service activities at the Public Service Mall research location. The aim of conducting this research is to see the extent to which the implementation of service standards has been successful at the Malang City Population and Civil Registration Service located at the Public Service Mall. The research method used is qualitative with a descriptive approach with data analysis techniques based on the results of interviews from Population and Civil Registration Service staff and the community. Apart from that, data was collected using interview techniques with Population and Civil Registration Service staff and the community. This research was located at the Public Service Mall, Klojen District, Malang City with the urgency that the Public Service Mall has a strategic location, easy road access to the location, provides innovative services and covers many service areas within it, so the researcher chose the Public Service Mall as the location study. The results of this research explain the implementation of the Electronic Population Identification Card (KTP-El) Service Standard (A study at the Population and Civil Registration Service of Malang City in Public Service Malls Based on Minister of PAN Decree Policy Number 63/KEP/M.PAN/7/2003) . Where the discussion in this research is related to the implementation of service standards relating to indicators of service procedures, completion time, service costs, service products, facilities and infrastructure, as well as the competence of service officers. Apart from that, the implementation of service standards is related to the Policy Decree of the Minister of PAN Number 63/KEP/M.PAN/7/2003). So that each indicator in implementation activities is related to the service standards contained in Minister of Labor Regulation Number 2 of 2019. From these six indicators it can be concluded that the implementation of the KTP-El service standards for the Malang City Population and Civil Registration Service can be said to be good, although not yet optimal. Apart from that, there are several supporting and inhibiting factors that can influence the implementation of the KTP-El service standards of the Malang City Population and Civil Registration Service.H Social Sciences (General)JS Local government Municipal government2024Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang;Ilmu Administrasi PublikThesis