Design of Excellent Service Model on Department of Population and Civil Registration In City of Metro, Indonesia

Abstract

The purpose of this study is "Designing an excellent service model on Population and Civil Registration Service in the city of Metro ". The conclusions obtained from this study are (1) Problems in excellent service at Population and Civil Registration Service in the city of Metro based on their nature are divided into two types, which is uncontrolled (missed) and which is controlled (difficult). Uncontrolled problems are problems that should not need to exist, but they appear as an unavoidable problem whereas problems that are controlled are problems whose level of difficulty can be controlled. (2). The focus of service in population administration services in an institutional model emphasizes speed and convenience and does not pay attention to the simplicity of requirements and so to improve its quality it is necessary to pay attention to safety factors. (3) There are still many brokers in the services of the city of Metro Population and Civil Registration Service due to lack of supervision from the relevant agencies, not yet clear the application of Procedure Service Standards as well as the lack of socialization to the public about the service rates and service procedures.
 Keywords: Excellent Service Model; Soft Systems Methodology

Pelayanan Prima Pembuatan Kartu Tanda Penduduk Elektronik (KTP-EL) Di Kecamatan Ujung Berung Kota Bandung

“…Dengan demikian, pelayan publik dapat diartikan sebagai pemberi layanan (melayani) keperluan orang atau masyarakat yang mempuuyai kepentingan pada organisasi itu sesuai dengan aturan pokok dan tata cara yang telah ditetapkan. Adanya E-Government sangat penting bahwa seiring berjalannya waktu teknologi semakin canggih dan pemerintah perlu adanya pengembangan dalam pemerintahan agar segala sesuatu yang dikerjakan lebih mudah dengan mengikuti era teknologi (Barusman et al, 2019;Wallgren & Hanse, 2011).…”

“…Pelayanan prima adalah salah satu kajian dari ilmu administrasi publik yang banyak dipelajari oleh ahli dan ilmuan administrasi publik. Suatu pelayanan akan terbentuk karena adanya proses pemberian layanan tertentu dari pihak penyedia layanan kepada pihak yang dilayani (Barusman et al, 2019;Suriadi et al, 2019;Wahyuni & Supriyono, 2019;Widjajanti & Sugiyanto, 2015;Yunanto & Medyawati., 2012;. Pelayanan publik saat dituntut untuk selalu memberikan pelayanan yang baik serta maksimal terhadap masyarakat atau pun pelanggan.…”