Analisis Kinerja Pegawai dalam Pelayanan Administrasi Kependudukan pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tapanuli Utara

Abstract

Population administration services are one of the public services that play an important role in fulfilling the basic rights of the community. However, in practice, these services still often face various obstacles that affect the quality of services provided. This study aims to analyze employee performance based on aspects of productivity, responsibility, and community attitudes, as well as to identify supporting and inhibiting factors in population administration services. This study uses a descriptive method with a qualitative approach. Data collection techniques were carried out through interviews, observations, and documentation, with informants selected using purposive sampling techniques, consisting of department heads, division heads, employees, and the community as service recipients. The data were analyzed with reference to Bernardin & Russell's performance theory, which emphasizes productivity, responsibility, and attitude indicators as part of employee performance evaluation. The results of the study show that the population administration services at the North Tapanuli Regency Population and Civil Registration Office have been running quite well, but not optimally. In terms of productivity, employees strive to complete services in accordance with standard operating procedures (SOPs), but are constrained by network disruptions, limited infrastructure, and a lack of human resources. In terms of accountability, employees work based on community documents and follow supervisory mechanisms, but do not yet have full verification authority, making them prone to administrative errors. In terms of attitude, employees are generally friendly and communicative, although some members of the community feel that there is a lack of empathy and consistency in service. Supporting factors such as clear division of tasks, use of SIAK, and inter departmental coordination help the service process, while the main obstacles include insufficient facilities, lack of training, and dependence on certain officials.