ANALYSIS THE IMPLEMENTATION OF SERVICE STANDARDS FOR PRODUCING ELECTRONIC POPULATION CARD (E-KTP) IN THE EAST ACEH DISTRICT POPULATION AND CIVIL REGISTRATION SERVICE

Abstract

In 2022, there will be 1294 people who have recorded their e-KTP in East Aceh Regency but have not yet received their KTP in its original form, so many people are complaining about the delay in completing the e-KTP. This research aims to analyze public services in processing Electronic Identity Cards (e-KTP) and analyze obstacles to improving public services at the East Aceh Regency Population and Civil Registration Service. This research is descriptive research using a qualitative approach. Data collection techniques were carried out using observation, interviews and documentation techniques. The informants in this research are service recipient officers/apparatus who directly carry out public service activities, e-KTP recording officers/apparatus, e-KTP printing officers/apparatus, Regional Secretaries, Keuchik and service user communities as additional informants. Public services in processing Electronic Identity Cards (e-KTP) at the Population and Civil Registration Service of East Aceh Regency are considered to be still less than optimal, this is due to the still poor performance of several service indicators, namely: (1) Responsiveness, research results show that the Population Service and the East Aceh Regency Civil Registry has responded to all service users and provided services quickly and precisely. However, the completion time for the processing of e-KTP services is not yet clear, on the grounds that the facilities are inadequate, such as computers that are no longer suitable for use, servers, limited stock of blanks, the internet network from the center and damaged e-KTP printing equipment which hinders the service process ( 2) Empathy or Emphaty, research results show that service is still low. This is caused by the unfriendliness of employees in serving the community.