RESPONSIVITAS PELAYANAN AKTA KELAHIRAN PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN SINTANG

Abstract

This study aims to analyze the responsiveness of birth certificate issuance services at the Department of Population and Civil Registration (Disdukcapil) of Sintang Regency. The research is motivated by the challenge of providing fast, accurate, and accessible public services in a region with complex geographical conditions and diverse community needs. Using a descriptive qualitative research method, data were gathered through field observations, documentation studies, and in-depth interviews with key informants, including the Head of Disdukcapil, the Head of General and Personnel Sub-Division, and community members using the service. The study evaluates responsiveness through physical and digital accessibility, service innovations, and complaint management mechanisms. The findings indicate that Disdukcapil Sintang has shown strong dynamic responsiveness through strategic innovations, such as the mobile service program ("jemput bola") to remote villages, digital service channels, and structured multi-channel complaint mechanisms. However, the evaluation of community complaint trends from 2022 to 2024 reveals persistent challenges, shifting from sub-optimal service quality and middleman practices (calok) in 2022 to issues of information transparency in 2023 and data fraud risks in 2024. Therefore, continuous improvement in public communication, administrative supervision, and data security infrastructure is necessary to maintain public trust and achieve optimal public service quality.