Evaluasi Prosedur Administrasi dalam Meningkatkan Layanan Publik di Kementerian Hukum dan HAM Kota Medan

Abstract

An organization is a structured social entity consisting of a group of individuals working together to achieve a common, predetermined goal. The purpose of this research and final project is to evaluate administrative procedures in improving public services at the Ministry of Law and Human Rights in Medan City. More specifically, the quality of public services at the Ministry of Law and Human Rights is significantly influenced by how administrative procedures are designed, implemented, and continuously evaluated. This study uses a qualitative approach to evaluate administrative procedures in improving services at the Ministry of Law and Human Rights in Medan City. The results indicate that the implementation of administrative procedures at the Regional Office of the Ministry of Law and Human Rights in Medan City has been effective. This is evident in several indicators of procedural standardization, digital transformation, and service innovation. However, the public also provided suggestions for improvement, including the addition of service counters to speed up queues and a more organized queue arrangement. This indicates that although administrative procedures are already good, there is still room for improvement in infrastructure and queue management.