| Summary: | Public service is one of the things that should be implemented and
fulfilled by the government. The government must be able to provide superior
service to meet the desires and needs of the citizen. The number of public
complaints towards public service run by the government portrays the
disappointing state of public services currently enjoyed by citizens. Free ID card
service is an attempt by Padang City Government in improving the quality of
public services. This study explored the free ID card service quality and the
factors affecting it in the case of free ID card service in Padang Selatan District
Office.
This is a descriptive study with a qualitative approach. The data used
were primary data and secondary data. Primary data collected from interviews and
observation while the secondary data acquired from archives or documents related
to the problems studied.
The results showed that the quality of a free ID card service in the
Padang Selatan District Office is not good enough. It can be seen from the office
building that have not been repaired after the 2009 earthquake, the lack of
supporting means for the services, and unclear procedures and the completion
time for ID card service. Applicability of two types of ID card (KTP-el and nonelectronic
ID card) also caused misunderstanding and confusion among citizens.
ID card service that should have been free also could not be properly
implemented. Both officials and the public were not able to succeed the free ID
card service program.
In addition, there are several factors that affect the poor quality of the
free ID card service in the Padang Selatan District Office. One of them was the
absence of incentives for personnel thereby reducing their motivation to work and
led to extortion. The existing culture in the Padang Selatan public service head
office is still contaminated with local custom, habit, and social environment.
Personnel�s competency is still lacking
|
|---|