Implementasi Layanan Antarin Dong (ANDONG) Dalam Meningkatkan Mutu Pelayanan Publik Oleh Dinas Kependudukan Dan Catatan Sipil Kota Pekanbaru

Abstract

This study aims to analyze and explain the implementation of the Andongg (Antarin Dong) Service in improving the quality of public services by the Pekanbaru City Population and Civil Registration Service. This research is a qualitative study. The results of this study indicate that the "Communication" indicator shows that the Pekanbaru City Population and Civil Registration Service's public relations activities are very good, even though they are directly directed to residents. The Pekanbaru City Population and Civil Registration Service's public relations activities are conducted through social media and posts on the Pekanbaru City Population and Civil Registration Service's official website. "Resources" Indicator: Ease of use of the Andong application and services is reflected in the ease of learning for citizens and the smooth use of links on the Andong Service website. The official Disdukcapil website provides detailed instructions on implementation procedures and processes, making it easy for citizens to understand how to use the Andong Service. The "Character" indicator shows that citizens are very enthusiastic about the Andong Service. The "Bureaucratic Structure" indicator shows that the implementation process of the Andong Service runs smoothly, in accordance with established standard operating procedures. Citizens first register to use the Andong Service on the official website of the Pekanbaru City Population and Civil Registration Service. Obstacles encountered in the implementation of the Andong Service contribute to improving public services. These obstacles are caused by the website having only been operating for one year. Of course, there are still some shortcomings, such as occasional difficulties in accessing the website. The implementation of the Andong Service is still not well understood by citizens, who feel that transportation costs in the Pekanbaru area are still relatively high. Suggestions needed for related parties are as follows: (1) The Population and Civil Registration Service must continue to improve the Andong service registration website. We also continue to conduct outreach to the public so they are aware of the Andongg service and other service innovations. (2) The public should support and utilize the innovations created by the government. (3) Grab drivers should also have a good understanding of the Andongg service so that when people ask questions, they can explain it to them.