Purnama, Yoanes Pilo (2022) PELAYANAN E-KTP DALAM PERSPEKTIF GOOD GOVERNANCE (Studi di Dinas Kependudukan dan Pencatatan Sipil Kota Malang berdasarkan Peraturan Wali Kota Malang nomor 89 tahun 2016 tentang Petunjuk Pelaksanaan Peraturan Daerah Kota Malang nomor 9 tahun 2015 tentang Penyelenggaraan Pelayanan Administrasi Kependudukan Dan Pencatatan Sipil). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

The background of this study sees that E-KTP is one type of service issued by the state with this aim being one way of controlling state administration, and also as a step to assert the rights of a citizen, then the provision of E-KTP services should be carried out. maximally and in the best possible way. However, there are still many E KTP service processes that do not work well, there are many irregularities committed by certain elements. This is because the concept of Good Governance has not been fully implemented in the service process. Where Good Governance is a modern and complex management concept in accordance with the current situation, which can overcome the problems that often occur in the implementation of E-KTP services. And also Good Governance here is present as benchmarks to measure the extent to which the quality of the E-KTP service is implemented.
The purpose of this study is to analyze and describe the extent to which the E KTP service at the Department of Population and Civil Registration of Malang City is in the perspective of Good Governance, as well as what are the supporting and inhibiting factors in the E-KTP service process. The results of this research are expected to contribute ideas to the renewal and improvement of the quality of E-KTP services. It is also hoped that this article will provide additional insight for the readers.
This study is a descriptive qualitative research, which uses the principles of Good Governance as a benchmark for providing an assessment of the E-KTP service process. This research was conducted at the Department of Population and Civil Registration Malang. Informants or resource persons in this study were employees of the E-KTP service provider and also the public as users of the E-KTP service.
The results of this study indicate that the E-KTP service at the Department of Population and Civil Registration of Malang City when viewed from the perspective of Good Governance has been running quite optimally, where the service system that has been carried out has been well integrated. There are so many efforts made by the Department of Population and Civil Registration of Malang City to improve the quality of service. This is supported by good network access, adequate infrastructure, and good employee resources, making the E-KTP service at the Department of Population and Civil Registration of Malang City run well. The use of electronic media so that the service is more advanced and quality. However, there are several obstacles that are still a source of problems in the E-KTP service process at the Department of Population and Civil Registration of Malang City. Where the recording devices and printers of E-KTP are obsolete and often have problems, making the process of recording and issuing E-KTP a stagnation. In addition, the participation of the community in the E-KTP service process has not been maximized. Where there are still so many who have not taken care of the E-KTP, besides that, so far community participation has only been limited to taking care of the E-KTP. The community should be a good partner of the government in improving the quality of E-KTP services. The community must be the controller of every process that occurs and provide input and criticism for the improvement of existing errors.

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