| Summary: | The general public expects an efficient, effective and non-discriminatory
public service delivery. The government needs services of the demography and
civil records administration to support its policies and activities, while members
of society the services of the agency that the issuing of citizenship identity in
friendly, and nondiscriminatory manner. However, the delivery of services by the
demography and civil records agency in North Lampung Regency is still plagued
by discriminatory practices. The objective of this research is to determine the
forms and causes of discrimination in the delivery of services by North Lampung
demography and civil records agency.
The research is a descriptive qualitative one in nature, and used
qualitative data collection techniques that included literature study, conduct of
interviews, observation, and documentation. Data reduction, presentation,
tabulation, served as analysis techniques to drawn the conclusion.
Research results showed the prevalence of discriminatory practices in the
delivery of services in the Demography and Civil Records agency in North
Lampung Regency. Dissemination took forms of time required, and cost incurred
to obtain services, attitude of service providers, and procedures in place that
differed between those that applied to ordinary citizens (long and tedious) and for
others (short and quick) that included the rich, officials, community leaders and
relatives or acquaintances of demography and civil records agency. However,
there was no evidence of discrimination in service delivery that was based on race
and religion. Culture, as manifested in paternalistic form and bureaucratic
hierarchy is the main cause of discrimination in the delivery of services in
demography and civil records agency. Thus, paternalism and bureaucracy culture
underlie favoritism accorded to officials and rulers, individuals in key positions in
government and society, and relatives and acquaintances of employees in the
demography and civil records agency as opposed to other members of society.
However, discriminatory delivery of services in the agency is also in part
attributable to low remuneration of employees, and laxity in enforcing reward and
punishment that still characterizes service delivery in the agency
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