Analysis of public service quality in the Minute Count Service System (SI PAHIT) in the Population and Civil Registration Service of Samarinda City

Abstract

This study aims to analyze the quality of public services through the implementation of the Minute Count Service System (SI PAHIT) at the Population and Civil Registration Service of Samarinda City. The approach used is a qualitative descriptive method by collecting data from various sources such as interviews, official documents, and field observations. The results of the study indicate that the implementation of SI PAHIT can increase the speed, efficiency, and ease of access to population administration services, such as the processing of Identity Cards, birth certificates, and family cards. Although this system is highly appreciated by the public, several obstacles are still found, such as limited technological infrastructure, network disruptions, and lack of public understanding of this application. User data privacy has been guaranteed through an adequate security system, and the responsiveness of officers in providing services is considered by public expectations. However, obstacles such as limited human resources and coordination with related agencies are still challenges. This study recommends increasing server capacity, regular officer training, socialization with the public, and routine supervision and evaluation to ensure the sustainability and improvement of the quality of public services through SI PAHIT.