EFEKTIVITAS PELAYANAN PEMBUATAN AKTA KELAHIRAN PADA DINAS KEPENDUDUKAN KABUPATEN BANGGAI

Abstract

This study aims to analyze the performance of employees in the Civil Registration Service Division in improving the effectiveness of birth certificate services at the Department of Population and Civil Registration of Banggai Regency. Using a descriptive qualitative method, the research involved 11 informants consisting of department employees, community members, and a village office staff, selected through snowball sampling. Data were collected through observation and interviews, then analyzed using the Miles and Huberman model, which includes data reduction, data display, and conclusion drawing. The findings indicate that employee performance is categorized as very good and effective. This is reflected in their compliance with service standards, time discipline, and the implementation of a shift system. The use of technology, such as Electronic Signatures (TTE), along with service innovations like the Jemput Bola program and SABIT (One Child Born, Five Documents Issued), has accelerated service processes and improved accessibility for the public. Employee capabilities, supported by work experience, continuous training, and effective internal communication, serve as key contributing factors. However, several challenges remain, including limitations in individual competencies, psychological pressures arising from public demands for fast services despite incomplete documents, and organizational obstacles such as outdated information on the official website, network disruptions, and electricity outages. Overall, birth certificate services are considered effective, although improvements are still needed in technical and managerial aspects.