| dc.description.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 | en_US |
