Sarawati, Tri (2021) Pelayanan Kartu Tanda Penduduk Elektronik (E-Ktp) Di Kota Malang (Studi Kasus : Dinas Kependudukan dan Pencatatan Sipil Pemerintah Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

Public services are all forms of services, both in the form of public goodsand public services which in principle are the responsibility and carried out bygovernment agencies at the central and regional levels, in the context of efforts tomeet the needs of the community as well as in the context of implementing theprovisions of the legislation. One of the public services is publishing services e-KTP as implemented at the Department of Population and Civil RegistrationMalang City, This shows the existence of a commitment to the agency inorganizing and providing services for the public. However, in carrying out itsservices, there are still some complaints from the public such as the convolutedservice, long queues, taking e-KTP results is still quite long.The purpose of this study is to determine the mechanism of the e-KTPservice based on the Malang Mayor Regulation Number 89 of 2016 concerningInstructions for the implementation of the Malang City Regional RegulationNumber 9 of 2015 concerning the Implementation of Population Administrationand Civil Registration whether it is appropriate and to find out the inhibitingfactors and driving factors in e-KTP services at the City Population and CivilRegistration Office Malang.This thesis uses a qualitative approach with data collection methods ofobservation, interviews, and documentation, with the research location being atthe Department of Population and Civil Registration of Malang City so that thepopulation of this study is civil servant Department of Population and CivilRegistration The City of Malang and the people who take care of the e-KTP in theDukcapil of Malang City then the researchers only took 2 civil servant as resourcepersons and 3 people from the community as resource persons who took care of e-KTP.Based on the research that has been done, it is found that the e-KTPissuance service at the Department of Population and Civil Registration of MalangCity is running well. This can be seen from the clear rules/legal basis governingthe issuance of e-KTP in Malang City which uses Mayor Regulation Number 89of 2016 concerning Guidelines for the Implementation of Malang City RegionalRegulation Number 9 of 2015 concerning the Implementation of PopulationAdministration and Civil Registration and has been applied so that it can be saidthat the satisfaction of the community in the service of issuing e-KTP at theDepartment of Population and Civil Registration of Malang City is quite good.The inhibiting factors in the e-KTP issuance service at the Department ofPopulation and Civil Registration of Malang City are the first e-KTP print serverwhich is often an obstacle in e-KTP printing, the second is the lack of employeesto print e-KTP, and the third is the occurrence of network troubles. Then thedriving factors in the service of issuing e-KTP at the Department of Populationand Civil Registration of Malang City are human Resources adequateinfrastructure, then the availability of adequate infrastructure used in the processof issuing e-KTP so that it can facilitate the issuance of e-KTP services.

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