ANALISIS INOVASI PELAYANAN PUBLIK GESIT AKTIF MERAKYATNYA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL (GAMPIL) KOTA MALANG

Abstract

Abstract: A good public service can be seen and assessed from the implementation in accordance with service standards. In fact, the current service delivery is still often felt far from the expectations of the community. Sadly, not all community understand exactly what services they deserve to get and suitable with the procedures. This research was conducted in Malang Civil Population and Registration office and used a qualitative research method. The technique of determining the infromants was by a Snowball Sampling. The data Analysis Technique were data reduction, data presentation and conclusion drawing. The results of the study indicated that the Implementation of the GAMPIL program has cut bureaucracy by simplifying service requirements and procedures through the establishment of Service Standards (SP) through three innovations namely Savings Packages (PaHe), Pick up and deliver Method and Mobile e-KTP Recording, using four online-based applications, they are JITSI, Only Office, WhatsAct, and Dear Diary applications.

Keywords: Public Service, Service Innovation, Birth Certificate

 Abstrak: Pelayanan publik yang baik dapat dilihat dan dinilai dari  pelaksanaan yang sesuai dengan standar pelayanan. Pada kenyataannya pemberian pelayanan saat ini masih sering dirasakan  jauh dari harapan masyarakat. Memprihatinkan lagi, masyarakat sama sekali tidak memahami secara pasti tentang pelayanan yang seharusnya diterima dan sesuai dengan prosedur. Penelitian ini dilaksanakan di Dinas Kependudukan dan Pencatatan Sipil Kota Malang menggunakan metode penelitian kualitatif. Teknik penentuan informan Snowball Sampling dan menggunakan Teknik Analisis Data yaitu, reduksi data, penyajian data dan penarikan kesimpulan. Hasil Penelitian menunjukkan bahwa Pelaksanaan Program Inovasi Pelayanan Publik Gesit, Aktif, Merakyatnya Dinas Kependudukan Dan Catatan Sipil (GAMPIL) Kota Malang sudah memangkas birokrasi dengan penyederhanaan persyaratan dan prosedur pelayanan melalui penetapan Standar Pelayanan (SP) melalui tiga inovasi yaitu, Paket Hemat (PaHe), Metode Jemput dan Antar Bola serta Mobile e-KTP Recording, dengan menggunakan empat (4) aplikasi berbasis online , yaitu: aplikasi JITSI, Only Office, WhatsAct, dan Dear Diary.

 Kata Kunci:  Pelayanan Publik, Inovasi Pelayanan, Akta Kelahiran