AKUNTABILITAS KINERJA PELAYANAN PUBLIK DALAM PEMBUATAN EKTP PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN DEMAK

Abstract

Public service is an important aspect in the implementation of government to meet the administrative needs of the community. One form of such service is the creation of Electronic Population Identification Cards (E-KTP) as a population identity. In Demak Regency, the E KTP creation service still faces various obstacles, including delays in the process, empty forms, technical problems, and limited human resource and infrastructure capacity. This study aims to analyze the accountability of public service performance in the creation of E KTP at the Population and Civil Registration Service of Demak Regency. The study uses a qualitative descriptive approach with data collection techniques through interviews, observations, and documentation. The theory used refers to Sheila Elwood's performance accountability model with four dimensions: legal accountability and honesty, process, program, and policy. The results of the study indicate that the implementation of performance accountability has not been optimal. The main inhibiting factors are the weak population administration information system (SIAP OM), limited facilities, and low quality of human resources. On the other hand, efforts to digitize services and strengthen socialization are supporting factors that are starting to be developed. This study recommends increasing the capacity of the apparatus, updating and strengthening the information system, and consistently implementing public service standards to create services that are accountable and responsive to the needs of the community.