Why Public Service Quality Matters
Population administration offices, known in Indonesia as Dinas Kependudukan dan Pencatatan Sipil (Disdukcapil), handle fundamental documents such as electronic ID cards, family cards, birth certificates, and death records. In regions with challenging geography like North Nias Regency, reliable public services are crucial for ensuring equal access to citizens’ rights.
The study situates North Nias within broader debates on good governance and digital public services. Across Indonesia, local governments are encouraged to modernize administrative systems and improve service quality. However, digitalization also introduces new risks, especially in remote areas where internet connectivity and server stability are inconsistent. This research provides a grounded picture of how those national ambitions play out on the front lines of local government.
How the Research Was Conducted
Gea and Hartono used a descriptive qualitative approach, focusing on real-world service conditions rather than abstract performance indicators. Data were collected through in-depth interviews with civil registry staff and direct field observations at the North Nias Disdukcapil office. This approach allowed the researchers to capture everyday interactions between staff and citizens, as well as practical obstacles that affect service delivery.
Instead of relying on statistics alone, the study closely examined how procedures are implemented, how staff interact socially with service users, and how technology shapes waiting times and service reliability.
Key Findings from the Field
The research reveals a mixed picture of strengths and weaknesses in public service delivery:
- Clear procedures and staff understanding, Civil registry staff demonstrate a solid understanding of Standard Operating Procedures (SOPs). Employees describe service guidelines as clear and easy to follow, ensuring administrative processes are carried out consistently.
- Positive social interaction with citizens, Citizens generally experience polite, patient, and fair treatment. The study notes the absence of discrimination or overt conflict, suggesting a healthy service culture built on respect and professionalism.
- Reasonable service time targets, Under normal conditions, service completion times range from 45 minutes to one hour, which both staff and citizens consider acceptable.
- Technical disruptions reduce effectiveness, The most serious obstacle comes from unstable networks and server disruptions, particularly within the Population Administration Information Management (PIAK) division. When systems fail, waiting times increase and service reliability drops sharply.
- Uneven facilities and infrastructure, Physical infrastructure is inconsistent. Some staff report adequate facilities, while others point to broken chairs, insufficient desks, and the absence of backup power generators. These gaps directly affect comfort and efficiency.
- Unstructured staff training, Although employees feel confident in their roles, training programs are irregular and not systematically planned. This creates potential gaps in skills, especially as population administration systems continue to evolve.
- Inconsistent complaint handling, The study finds no standardized mechanism for managing public complaints. Some staff describe a tiered response system, while others report that complaints often go unaddressed.
Real-World Implications
The findings carry important implications for policymakers and local governments. First, they show that human resources alone are not enough to ensure high-quality public services. Even well-trained and courteous staff cannot perform optimally without reliable digital infrastructure.
Second, the research highlights the risks of overdependence on centralized digital systems. Because PIAK functions as the data backbone for all services, even minor technical disruptions can halt the entire office’s operations. Strengthening network resilience and providing backup systems would significantly improve service continuity.
Third, the study underscores the need for structured training programs and standardized complaint procedures. Regular training would help ensure consistent service quality across departments, while clear complaint mechanisms would improve accountability and public trust.
As Rikalnis Ventriani Gea of Universitas Udayana explains, the effectiveness of public services depends not only on staff attitudes and procedural clarity, but also on the readiness of infrastructure and technology that support daily operations. This insight reflects a broader lesson for digital governance initiatives in remote regions.
Author Profiles
Rikalnis Ventriani Gea holds a bachelor’s degree in public administration and is affiliated with Universitas Udayana. Her academic work focuses on public service quality, governance, and social interaction in government institutions.
Jonathan Erlanto Hartono is a researcher at Universitas Udayana with expertise in public administration and organizational management. His research interests include service delivery systems and institutional capacity in local government.
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