IMPLEMENTASI ASAS KEPROFESIONALAN PADA PELAYANAN ADMINISTRASI KEPENDUDUKAN (Studi Penelitian Kelurahan Sumurwelut Kecamatan Lakarsantri, Surabaya)

Abstract

This study examines and analyzes several problems directly related to public services at the Sumurwelut sub-district level. The first is about the discipline of the sub-district apparatus. The second is the quality of public facilities in the Sumurwelutsub-district. This study uses a sociological method to collect empirical data with a qualitative approach and uses data collection techniques in the form of interviews and analyzedusing qualitative analysis techniques. The results of the study indicate that public services in the Sumurwelut Sub-district still face various challenges that have the potential to hinder the achievement of excellent services based on the principles in Law. No. 25 of 2009 concerning Public Services, namely transparency, accountability, participation, and legal certainty. The main obstacles found include limited human resources, both in terms of quantity and quality, inadequate supporting infrastructure, complicated bureaucratic flows, lack of transparency, and low levels of socialization and community participation. In response, the Sumurwelut Sub-district has taken a number of strategic steps. Among them are training for officers to improve service capacity and ethics, digitalization of services such as online queuing systems and online document processing, as well as strengthening communication with the community through RT/RW, WhatsApp complaints, and sub-district discussion forums.

Keywords: Public Service; UU No. 25 of 2009 concerning Public