Hisbullah, Ayub Husen Husny (2017) Inovasi Pelayanan Pengurusan Paspor Melalui Sistem One Stop Service Dalam Rangka Meningkatkan Kualitas Pelayanan Publik (Studi Pada Kantor Imigrasi Kelas I Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menganalisa: (1) inovasi pelayanan paspor melalui system OSS dalam meningkatkan kualitas pelayanan public, (2) faktor-faktor yang mempengaruhi pelayanan pengurusan paspor melalui sistem OSS dalam meningkatkan kualitas pelayanan public. Jenis penelitian ini menggunakan pendekatan kualitatif. Lokasi penelitian di Kota Malang, dan situs penelitian dilaksanakan di Kantor Imigrasi Kelas I Malang. Teknik pengumpulan data (1) observasi, (2) wawancara, dan (3) studi dokumentasi. Teknik analisis data dirancang menurut model interaktif yang terdiri dari pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukan bahwa: (1) Inovasi pelayanan pengurusan paspor melalui sistem OSS dalam hal ini metode pelayanan merupakan konsep inovasi terusan dimana membawa perubahan baru, dengan tetap mendasarkan pada kondisi pelayanan dan system yang sedang berjalan atau yang sudah ada, (2) Standar pelayanan pengurusan paspor melalui sistem OSS, terdiri dari: (a) Prosedur pelayanan, yaitu pemohon datang mengajukan berkas persyaratan, apabila berkas persyatatan lengkap maka petugas langsung melakukan wawancara dan foto, setelah melakukan wawancara dan foto, petugas akan memberikan bukti pembayaran. Kemudian tiga hari kemudian pemohon datang ke kantor untuk mengambil paspor yang telah terbit dengan menunjukkan bukti pembayaran di Bank, (b) Waktu penyelesaian pelayanan pengurusan paspor melalui sistem OSS, yaitu pemohon datang cukup dua kali saja, paspor telah terbit. Hari pertama pemohon datang mengajukan berkas persyaratan, wawancara dan foto, serta melakukan pembayaran. Hari kedua setelah tiga hari kemudian pemohon datang mengambil paspor yang telah terbit dengan menunjukkan bukti pembayaran di Bank, (c) Biaya pelayanan pengurusan paspor melalui sistem OSS, yaitu Rp. 300.000 untuk biaya paspor biasa 48 halaman untuk Warga Negara Indonesia (WNI), dan Rp. 100.000 untuk biaya paspor 24 halaman. Tidak termasuk biaya foto dan sidik jari (Biometrik) sebesar Rp. 55.000; (d) Sarana dan prasarana sudah memenuhi standar pelayanan pembuatan paspor, (e) Kompetensi petugas pemberi layanan melalui sistem OSS, para pegawai memiliki kemampuan dalam memberikan bantuan ketika adanya keluhan dari pemohon paspor, (3) faktor-faktor yang mempengaruhi pelayanan pengurusan paspor bersumber dari (a) faktor pendukung internal yaitu kemampuan pegawai yang memberikan dampak positif terhadap kinerja kelembagaan dan sarana prasarana yang memadai, faktor pendukung eksternal yaitu dukungan dan motivasi masayrakat, (b) factor penghambat internal yaitu masalah antrian dan lamanya waktu untuk menunggu wawancara, dan factor eksternal penghambat yaitu jaringan internet.
English Abstract
The Aim of this research is to analized : (1) Passport Service Inovation trough system OSS in improving the quality of public service, (2) Factors that affecting passport service management by OSS system in improving the quality of public service. This research used Qualitative approach . the location take place in Malang ,and the research Sites implemented in Immigration class I office Malang. Data collection techniques (1) observation, (2) interview, and (3) documentation study. Data analysis techniques are designed according to an interactive model consisting of data collection, data reduction, data presentation and conclusions. The result of the research shows that: (1) Innovation of passport management service through OSS system in this case service method is concept of innovation of channel which bring new change, based on condition of service and system that is running or existing, (2) service standard Passport management through the OSS system, consisting of: (a) Service procedure, that is, the applicant comes to file the requirements, if the file is complete, the officer directly conducts interviews and photographs, after conducting interviews and photographs, the officer will provide proof of payment. Then three days later the applicant comes to the office to collect a passport issued by showing the proof of payment at the Bank; (b) The passport service settlement time through the OSS system, the applicant comes only twice, the passport has been issued. The first day the applicant comes to propose requirements files, interviews and photos, and make payments. The second day after three days later the applicant comes to pick up a published passport showing payment receipt at the Bank; (c) The cost of passport management through the OSS system, which is Rp. 300,000 for regular 48 page passport fee for Indonesian Citizen (WNI), and Rp. 100,000 for a 24-page passport fee. Excludes photo and fingerprint (Biometric) cost of Rp. 55,000; (D) Facilities and infrastructure have fulfilled the standard of service of passport manufacture, (e) Competence of service provider sthrough OSS system, the official has ability to provide assistance when there is a complaint from the applicant's passport, (3) the factors affecting the service of passport management are sourced from (a) internal support factor that is the ability of the employee that gives positive impact to the institutional performance and adequate infrastructure, the supporting external factor that is support and motivation of the society, (b) the internal inhibiting factor that is the problem of queuing and the length of time to wait for the interview, and external factor inhibiting the Internet network.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2017/1008/051710450 |
| Uncontrolled Keywords: | inovasi pelayanan paspor, one stop service |
| Subjects: | 300 Social sciences > 353 Specific fields of public administration > 353.4 Public administration of justice > 353.48 Exercise of citizenship and rights > 353.484 Immigration and naturalization services |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Kustati |
| Date Deposited: | 15 Nov 2017 01:23 |
| Last Modified: | 15 Oct 2020 15:20 |
| URI: | http://repository.ub.ac.id/id/eprint/5495 |
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