Pelayanan Dalam Pembuatan E-KTP Bagi Penyandang Disabilitas di Kantor Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kutai Kartanegara

Abstract

This research aims to find out and describe the E-KTP making service for people with disabilities at the District Population and Civil Registration Service Office Kutai Kartanegara. The focus of this research is divided into two, namely discussing the quality of E-KTP making services and discussing inhibiting factors in E-KTP making services for people with disabilities. The research method used is a qualitative research method with data collection techniques in the form of in-depth interviews, documentation studies and literature studies. The research results show that the E-KTP making service for people with disabilities at the District Population and Civil Registration Service Office. Kutai Kartanegara has met almost all indicators of quality public services, starting from 1) Proficiency Indicators are seen from SOP-based services and competent employees, 2) Responsiveness Indicators are seen from the ability of officers to provide solutions to questions and needs of people with disabilities, 3) Guarantee Indicators are seen from the certainty of free service costs and certainty of legality as outlined in SOP, 4) Empathy indicators seen from officers who are initiative and respectful towards people with disabilities, and and 5) Direct Evidence Indicators look at the availability of mobile population administration services, special stairs, wheelchairs and communication aids for people with disabilities. Then, public services at the District Population and Civil Registration Office. Kutai Kartanegara still experiences several obstacles in providing E-KTP services, namely 1) Unstable network, 2) Difficult access to residents' homes, and 3) Residents' habit of visiting officers' homes personally to request services.