Pelayanan Aduan Pengurusan Kartu Tanda Penduduk Elektronik (KTP-E) Berbasis Online Sibisa di Dinas Kependudukan dan Catatan Sipil Kota Medan

Abstract

There are still many people who think that the use of SIBISA in population document services is not fully running as it should. Most are still reluctant to use the complaint facility because of the public's understanding of the use of technology, socialization that has not been maximized means that many people still do not know that there are complaints that can be accessed online, ensuring that supervision of incoming complaints results in the level of trust in the complaint response is still lacking and most people are still reluctant to use the complaint method because some people feel that reporting certain parties regarding the provision of their services will cause problems and also require a long time to resolve the problem. The research method in this study is descriptive qualitative research. Data collection was carried out through interviews, observations, and documentation. Data analysis was carried out qualitatively using the theory developed by Papadomichelaki (2012) four indicators of electronic government service quality (e-GovQual), namely efficiency, reliability, trust, and citizen support. The results of this study indicate that the Online-Based Electronic Identity Card (KTP-E) Complaint Service at the Medan City Population and Civil Registration Office has not been able to be realized properly. This is based on the results of interviews conducted by researchers and it can be concluded that service employees have prioritized the needs of the community, but because of the many services that are not comparable to the capacity of the workforce providing services. The Medan City Population and Civil Registration Office is lacking in providing socialization in the use of online-based complaint services so that many people make manual services continuously increase. More massive socialization through various communication channels (social media, websites, announcements at the Medan City Population and Civil Registration Office and so on) will help the public understand how to use these services properly and reduce dependence on manual services.