Akuntabilitas Pelayanan Publik Dalam Pembuatan Kartu Keluarga (KK) dan Kartu Tanda Penduduk Elektronik (KTP-el) di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Padang Lawas Sumatera Utara

Abstract

Family Cards (KK) and Resident Identity Cards (KTP-el) a crucial residence documents for citizens. Issuance of electronic residence was conducted based on Presidential Decree No. 6, 2009 which was carried out by Population and Civil Registration Offices (Disdukcapil) in each province. Padang Lawas has implemented this program since 2012, but it still faces obstacles such as a lack of certainty of completion time, technical problems, and the issue of paid administration. The government continues to strive the good governance through public service accountability to the community. Thus, this study aims to analyze the accountability of public services concerning the issuance of KK and KTP-el in Disdukcapil, Padang Lawas Regency, North Sumatra. The research method used is descriptive with a qualitative approach. The collection of data using was using interview techniques, observation, and documentation. Data were analyzed qualitatively to describe the implementation of accountability according to Hulme and Turner's theory. The results of the study show that Disdukcapil Kab. Padang Lawas applies the principle of accountability identified in six indicators. The existence of legitimacy for policymakers is known from the public's enthusiasm for the issuance of KK and KTP-el. Communities feel adequate moral existence from officers by getting the information needed and directions that are easy to understand. The responsiveness is delivered by the enactment of standard service procedures and turnaround times unless there are unpredicted technical problems. Transparency is carried out by providing online and in-person complaint services at the Disdukcapil office as well as free service guarantees. Optimum utilization of resources is carried out by ensuring officers are available every working day, the equipment is functioning properly, and is ready for use due to periodic maintenance. The efficiency and effectiveness were carried out through periodic evaluations of human resources and equipment readiness. Disdukcapil Padang Lawas should make an effort to improve its efficiency and effectiveness to keep pace with the dynamic needs of people who expect fast and precise services and implement the latest government program Go Digital in supporting accountable services