PERFORMANCE OF THE POPULATION AND CIVIL REGISTRATION SERVICES IN PUBLIC SERVICE PROVIDERS FOR PERSONS WITH DISABILITIES IN PEMATANGSIANTAR CITY
Keywords:
Performance, Public Services, Department of Population and Civil Registration, Persons with DisabilitiesAbstract
Public services for persons with disabilities are a fundamental human right mandated by Law Number 8 of 2016 concerning Persons with Disabilities. In Pematangsiantar City, however, challenges remain in the implementation of inclusive population administration services, including inadequate disability-friendly facilities, limited human and financial resources, and low public awareness. This study aims to analyze the performance of the Department of Population and Civil Registration in providing services for persons with disabilities based on service quality, responsiveness, and responsibility. A qualitative descriptive method was employed, with data collected through observation, in-depth interviews, and documentation. Informants included the Head of the Department, the Head of the Service Division, and persons with disabilities or their families, selected through purposive and snowball sampling. Data were analyzed using Miles and Huberman’s interactive model, while data validity was ensured through source and technique triangulation. The findings indicate that the Department’s performance has shown positive progress through initiatives such as the mobile service “Pak Keling,” regular evaluation meetings, and increased transparency. Nevertheless, improvements are still required in disability-friendly infrastructure, staff capacity and training, and the involvement of persons with disabilities in policymaking. Strengthening these aspects is essential to achieving public services that are inclusive, equitable, and responsive to the needs of persons with disabilities.
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