Efektivitas Pelayanan Publik dalam Pengurusan Surat Izin Tinggal Warga Negara Asing di Kantor Imigrasi Kelas I Khusus TPI Medan

Abstract

Pelayanan publik adalah suatu serangkaian aktivitas yang dilakukan oleh birokrasi publik untuk memenuhi segala bentuk kegiatan dalam rangka pengaturan, pembinaan, bimbingan dan melayani keperluan orang atau masyarakat yang mempunyai kepentingan pada organisasi itu sesuai dengan aturan pokok dan tata cara yang ditetapkan kebutuhan warga pengguna, khususnya pada regulasi izin tinggal warga negara asing. Penelitian ini mengangkat judul Pelayanan dalam pengurusan surat ijin tinggal warga negara asing dalam Pencapaian Kualitas Pelayanan Publik yang Optimal yang dilaksanakan oleh Kantor Imigrasi Kelas I Khusus TPI Medan. Selama ini di benak masyarakat, bahwa kualitas pelayanan izin tinggal warga negara asing kurang maksimal dan proses birokrasinya terkesan rumit. Bagian imigrasi pada kantor Imigrasi Kelas I Khusus TPI Medan mempunyai tugas melaksanakan sebagian tugas Dirjen Imigrasi Kemenkumham. Penelitian ini bertujuan untuk mengetahui efektivitas pelayanan publik dalam pengurusan surat izin tinggal Warga Negara Asing di Kantor Imigrasi Kelas I Khusus TPI Medan. Penelitian ini merupakan penelitian deskriptif kualitatif dengan menggunakan teknik pengumpulan data menggunakan observasi, wawancara, dokumentasi, dan studi kepustakaan. Adapun Teknik analisis data menggunakan analisis deskriptif. Hasil penelitian menunjukkan bahwa Hasil penelitian menunjukkan bahwa efektivitas pelayanan publik di Kantor Imigrasi Kelas I Khusus TPI Medan sudah tergolong efektif, apabila dibahas dari aspek (1) prosedur pelayanan, sudah tergolong efektif, meski terdapat beberapa kekurangan (2) waktu penyelesaian, sudah tergolong efektif, meski terdapat beberapa kekurangan (3) biaya pelayanan, sudah tergolong efektif; (4) sarana dan prasaranan, sudah tergolong efektif; (5) kompetensi pegawai, sudah tergolong efektif; (6) produk pelayanan, sudah tergolong efektif. Public service is a series of activities carried out by the public bureaucracy to fulfill all forms of activity in the context of regulating, coaching, guiding and serving the needs of people or people who have an interest in the organization in accordance with the main rules and procedures determined by the needs of users, especially in regulations on residence permits for foreign nationals. This study raises the title Service in obtaining residence permits for foreign citizens in achieving optimal quality of public services carried out by the TPI Medan Special Class I Immigration Office. So far, it is in the minds of the public that the quality of service for residence permits for foreign citizens is not optimal and the bureaucratic process seems complicated. The immigration section at the TPI Medan Special Class I Immigration Office has the task of carrying out some of the duties of the Director General of Immigration at the Ministry of Law and Human Rights. This study aims to determine the effectiveness of public services in obtaining residence permits for foreign nationals at the Class I Immigration Office for TPI Medan. This research is a qualitative descriptive study using data collection techniques using observation, interviews, documentation, and literature study. The data analysis technique uses descriptive analysis. The results showed that the results showed that the effectiveness of public services at the Immigration Office Class I Special TPI Medan was classified as effective, when discussed from the aspect of (1) service procedures, it was classified as effective, although there were several deficiencies (2) turnaround time, it was classified as effective , although there are some drawbacks (3) service costs, it is classified as effective; (4) facilities and infrastructure, already classified as effective; (5) employee competency, already classified as effective; (6) service products, already classified as effective.