Inovasi Pelayanan Pengurusan Paspor Di Kantor Imigrasi Kelas II Tanjung Pinang Balai Karimun Provinsi Riau

Rizal, Hendra Syah (2019) Inovasi Pelayanan Pengurusan Paspor Di Kantor Imigrasi Kelas II Tanjung Pinang Balai Karimun Provinsi Riau. Masters thesis, Universitas Islam Riau.

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Abstract

The consideration that underlies this research was that there are still many problems in passport management at the immigration office Class II Tanjung Balai Karimun Class II Immigration, thus gived birth a stigma in the community that there was a lack of supervision and service. The notion of the community has been known lately that the caused of this condition was the involvement of brokers in the manufacture of passports, and also the absence of firmness from employees/officers. Therefore the government must take concrete steps in addressing this phenomenon so that passport management services can be implemented properly and be able to meet public satisfaction. Recent community needs for passports have increased greatly, in the passport service process, Immigration Office Class II Tanjung Balai Karimun implemented an innovative program, the Independent Passport Platform (APM), as a concrete step for better passport services. However, based on the data obtained by the researcher found that the application of this program has not been maximized as seen from the still many complaints from the public and the still weak knowledge of the public in information technology. In general, the purpose of this research was to described the innovation of passport management services in the immigration office class II Tanjung Balai Karimun Provinsi Kepulauan Riau. This research used a qualitative descriptive type. The focus of the research was based on 5 (Five) main strategies of innovation in the government sector according to Sangkala (2013), namely: integrated services, decentralization services and monitoring services, collaboration utilization, citizen engagement, communication and information technology utilization. Data collection instruments that have been used are interviews, observations and documents relating to the problem under research . The results of this research indicate that in general the application of innovative passport service programs at the Immigration Office has been going well, it can be seen that services have been integrated and based on SOP and positive benefits felt by the community and institutions, in addition collaboration involving all elements of Good Governance and support from several sectors already fulfilled. However, among these successes, online passport services went poorly because the prospective applicant's mindset assumed that offline requests were considered more effective and efficient.

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