Implementasi Prinsip Good Governance dalam Peningkatan Kualitas Pelayanan Publik di Disdukcapil Banyuasin

Abstract

This study was motivated by the problems that still exist in the implementation of public services at the Population and Civil Registration Office (Disdukcapil) of Banyuasin Regency, such as limited human resources, technical disruptions to the online system, and the high volume of public services. This affects the quality of service and the effectiveness of the implementation of Good Governance principles. The study aims to analyze the implementation of Good Governance principles in improving the quality of public services at Disdukcapil Banyuasin and to identify obstacles and improvement efforts. This study uses a descriptive qualitative approach, with data collection through in-depth interviews, observation, and documentation. Data analysis was conducted using the Miles and Huberman model, which includes data reduction, data presentation, and conclusion drawing. The results of the study show that the implementation of Good Governance principles has been going well based on six indicators according to Rohman (2019): participation, transparency, accountability, responsiveness, fairness, and efficiency and effectiveness. Community participation was evident through the active involvement of citizens in administrative services, while transparency was implemented through public information disclosure and online access. Accountability was realized through the Government Agency Performance Report (LKjIP), and responsiveness through the “One Day Service” program and mobile services. Fairness is reflected in non-discriminatory services, while efficiency and effectiveness continue to be pursued through queue management systems and improved employee performance. The main obstacles include limited human resources, online system disruptions, and high service volumes.