Quality Of E-Ktp Services In The Office Bintaro District District Administrative City Reservation South Jakarta Dki Jakarta Province

Abstract

Public service, as outlined by Law no. 25 of 2009 and regional autonomy policies, serves as a cornerstone of governmental functions. This research delves into challenges faced by the Bintaro Village Office in providing Electronic Identity Card (E-KTP) services, employing a qualitative approach. Despite positive E-Government transformations, practical hurdles persist, with the ambiguity surrounding service timelines being a significant issue. The study scrutinizes dimensions such as service attention, facilities, infrastructure, and employee appearance, utilizing a phenomenological approach. The research reveals variations in service attention, emphasizing the need for consistent improvement efforts. Tangible evidence indicates adequate facilities but highlights staff shortages impacting administrative services. While employee appearance demonstrates positive attributes, refinement through training in interpersonal skills is recommended. The comprehensive set of recommendations includes increasing staff, training initiatives, facility maintenance, technology adoption, enhanced communication, periodic community satisfaction measurement, rewards and sanctions, transparent information provision, continuous monitoring, complaint system improvement, increased accountability, and service guidelines update. In conclusion, this research serves as a strategic guide for the Bintaro Subdistrict Office, aiming to enhance service quality, meet community needs, and achieve optimal and sustainable service goals.