Kinerja Pelayanan Dinas Kependudukan dan Pencatatan Sipil dalam Penyelenggara Pelayanan Publik Bagi Penyandang Disabilitas di Kota Pematangsiantar

Abstract

Public services for persons with disabilities represent the fulfillment of fundamental human rights as mandated by Law Number 8 of 2016 concerning Persons with Disabilities. However, in Pematangsiantar City, several obstacles still exist in the implementation of public services at the Department of Population and Civil Registration, such as facilities that are not yet fully disability-friendly, limited human and financial resources, and a lack of public awareness about inclusive services. These conditions prevent persons with disabilities from fully accessing population administration services. Therefore, this study aims to analyze the performance of Department of Population and Civil Registration in providing public services for persons with disabilities in terms of service quality, responsiveness, and responsibility. This research employs a qualitative descriptive method. Data were collected through observation, in-depth interviews, and documentation studies. Informants consisted of the Head of the Department, the Head of the Service Division, and persons with disabilities or their families, selected using purposive and snowball sampling techniques. The data were analyzed using Miles and Huberman’s interactive model, including data reduction, data presentation, and conclusion drawing. Data validity was ensured through source and technique triangulation. The results show that the overall performance of Department of Population and Civil Registration of Pematangsiantar has moved in a positive direction. Programs such as the mobile service “Pak Keling,” regular evaluation meetings, and improved transparency demonstrate efforts toward inclusive service. Nevertheless, further improvements are needed in disability-friendly infrastructure, staff training, and direct involvement of persons with disabilities in policymaking to ensure truly inclusive and equitable public services.