Public service in the Issuance of Electronic Identity Cards (e- KTP) at the Department of Population and Civil Registration of Mimika Regency

Abstract

Public services are one of the primary functions of the government in fulfilling the basic rights of citizens. The national implementation of e-KTP plays a crucial role in supporting transparent, accountable, and efficient population administration. However, various challenges arise in its execution, such as delays in the issuance process, limited accessibility in remote areas, and insufficient human resources, all of which affect the overall service quality. This study aims to analyze and evaluate the effectiveness of public services, as well as examine the internal and external factors hindering the efficiency of Electronic Identity Card (e-KTP) issuance at the Department of Population and Civil Registration of Mimika Regency. This research employs a qualitative descriptive approach. The informants consist of public service users as well as officials and staff of the Department of Population and Civil Registration of Mimika Regency. The findings indicate that e-KTP services at the Department of Population and Civil Registration of Mimika Regency have performed well in several aspects, such as security, physical facilities, and empathy. However, challenges persist that hinder the effectiveness of e-KTP services. Internal factors include limited infrastructure and facilities (Tangibles), such as biometric recording devices, computers, printers, and inadequate service spaces, as well as a shortage of skilled human resources (Reliability and Assurance), where the number of trained personnel to operate the e- KTP system is highly limited. External factors involve geographical conditions and accessibility (Equity in Public Services), where communities in coastal and mountainous areas face significant difficulties in accessing e-KTP services due to mobility constraints and high costs.