| dc.description.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. | en_US |
