PENINGKATAN PELAYANAN KTP-EKTRONIK MELALUI INOVASI JEMPUT BOLA PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN SINJAI
Authors: Arma Fausiah , Hamka Husain , Juharni Juharni 
Published: March 2021

Penelitian ini mengidentifikasi implementasi dan faktor-faktor pelayanan pelayanan KTP-eL melalui Inovasi Jemput Bola Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sinjai. Penelititian ini merupakan penelitian kualitatif, dimana subyek penelitian adalah pegawai Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sinjai. Sumber data terdiri dari data primer dan sekunder yang diperoleh dengan melakukan wawancara, observasi dan pengumpulan dokumen. Kemudian data dianalisa dengan metode kualitatif. Penelitian ini membahas peningkatan kualitas pelayanan dengan pendekatan beberapa indikator yaitu pengembangan kelembagaan organisasi, perubahan sikap dan karakter para pelaku birokrat, dan redesain proses pelaksanaan pelayanan. Implementasi inovasi pelayanan KTP-eL diukur melalui prosedur pelayanan, produk pelayanan, waktu penyelesaian, biaya belayanan, dan kompotensi petugas pemberi layanan. Sedangkan untuk mengidentifikasi faktor-faktor yang mempengaruhi peningkatan pelayanan, dilakukan beberapa pendekatan yaitu: sumber daya manusia, anggaran, dan pendukung sistem. Pengembangan kelembagaan organisasi telah berjalan dengan banyaknya berbagai inovasi sehingga dengan inovasi tersebut nampak kemampuan lembaga mengefektifkan penggunaan sumber daya manusia serta keuangan yang tersedia. Dalam pelaksanaan inovasi tersebut dilihat dari prosedur, produk, waktu dan biaya serta kompetensi petugas sudah ada warna baru dalam pelayan publik terkhusus pelayanan KTP-eL . Walaupun masih perlu ditingkatkan seperti peningkatan SDM dalam bentuk pelatihan-pelatihan, anggaran yang memadai serta memperhatikan sarana dan prasarana yang dipakai petugas lapangan dalam memberikan pelayanan langsung ke masyarakat.
This research identifies the implementation and service factors of KTP-eL through proactive innovation at the Department of Population and Civil Registration Office of Sinjai Regency. This research is a qualitative research, where the research subjects are employees of the Department of Population and Civil Registration in Sinjai Regency. Data sources consist of primary and secondary data obtained by conducting interviews, observations and collecting documents. Then the data is analyzed by using qualitative methods. This study will discuss the improvement of service quality using a number of indicators, which are the development of organizational institutions, changes in attitudes and character of bureaucrats, and redesigning the process of service delivery. The implementation of KTP-eL service innovation is measured by several indicators, namely service procedures, service products, completion time, service costs, and the potential of service providers. Meanwhile, to identify the factors that influence service improvement, several approaches are used, namely: human resources, budget, and supporting systems. The institutional development of the organization has been running with a lot of various innovations so that with these innovations the institutional ability appears to be effective in the use of available human and financial resources. In implementing the innovation based on the procedures, products, time and cost, and competence of officers, there is a new color in the public service, especially KTP-eL service at the Department of Population and Civil Registration Sinjai Regency. However, it still needs to be improved, such as increasing human resources through trainings, allocating adequate budget and paying attention to the facilities and infrastructures used by field officers in providing direct services to the community.