Inovasi Program One Stop Service dalam Meningkatkan Kualitas Pelayanan Pembuatan Paspor di Kantor Imigrasi Kelas I Khusus Medan

Abstract

With regard to passport services at the Medan Special Class I Immigration Office, it turns out that it is also not far from the public (society) scrutiny. Both in terms of supervision and accountability, the performance of employees/officers is not optimal, which then creates a stigma from the community that there is poor supervision. In recent years, immigration ranks have continued to make efforts to improve services through innovations to meet people's expectations in public services. This study aims to describe the one-stop service program innovation in improving the quality of passport-making services at the Immigration Office Class I especially in Medan. The research method used in this research is descriptive research with a qualitative approach. Data collection was carried out by interview, observation, and documentation techniques. The data obtained were analyzed using descriptive techniques or more specifically using an interactive model. The results of the study show that the Medan Special Class 1 Immigration Office has made several new breakthroughs related to providing services to the community through various innovations. And one of the newest forms of innovation in the service of making passports is through the One Stop Service System which is carried out at the Class I Special Immigration Office in Medan. The aim of implementing the One Stop Service innovation is to cut the time for managing and controlling passports. Regarding the innovation of the one stop service program in improving the quality of service at the Medan Special Class I Immigration Office, it shows that the quality of service provided by employees at the Medan Special Class I Immigration Office is quite good as stated in Law Number 25 of 2009 concerning Public Services In Article 1, paragraph 7, it is explained that service standards are benchmarks used as guidelines for service delivery as obligations and promises of administrators to the community in the framework of quality, fast, easy, affordable and measurable services. Then in Article 21 of the Public Service Law it is also regulated how the certainty of time, cost, and efficiency and effectiveness of a service.