KUCATA'KI: An Innovation of Population Administration Services in Makassar City
Sulmiah1, Andi Ria Islamiaty Sukri2, Herlina Sukawati 3*, Widyawati4
Public Administration Sciences, Universitas Negeri Makassar Public Administration Sciences, Universitas Sembilanbelas November Kolaka
(Received: April 20-2022; Revised: May 24-2022; Published: June 1-2022) ABSTRACT
Kucata'ki is an innovation of death and birth population administration service in Makassar City. This paper aims to determine the application of Kucata'ki public service innovation in Makassar City and to find out the supporting and inhibiting factors in this application. This study uses a qualitative approach with a descriptive method. Data collection techniques were carried out by means of observation, interviews, and documentation. The data analysis technique uses condensation, data presentation, conclusion drawing and verification. The results of this study indicate that the implementation of Kucata'ki public service innovations in Makassar City has been going well. This can be seen from the three indicators that have been running well, namely: relative advantage, possibility of trial and ease of observation. Two other indicators that are still not good are: suitability and complexity. The supporting factors for the implementation of Kucata'ki public service innovations are the commitment of the Population and Civil Registry services to health facilities and urban villages as well as adequate human resources and infrastructure, while the inhibiting factor is in terms of technical constraints, namely the quality of the network.
Keywords: Innovation, Public Service, E-Government
INTRODUCTION
Public service as an important indicator is a major concern for the government, both by the central government and local governments. As mandated in Law Number 25 of 2009 concerning Public Services, that public services are activities in the context of fulfilling service needs in accordance with laws and regulations for every citizen and resident of goods, services and/or administrative services provided by the organizer. public service.
In social life, public services have become the needs of society in every modern country. The need for public services will involve two actors, namely the state as a provider of public services and citizens as recipients of public services. Therefore, public services are not only focused on the state or citizens, but public services reflect the relationship between states and citizens.
The current state of public service delivery in Indonesia still has many shortcomings. People always demand quality public services from the bureaucracy, even though these demands are often not in line with community expectations because public services that occur are still convoluted, slow, expensive, and tiring. The government is required to overcome these problems, so an innovation is needed by utilizing information and communication technology systems to facilitate the services provided. Problems in the implementation of public services often occur in various regions in Indonesia, as well as in Makassar City.
The Makassar City Government presents an innovation in population administration services called KUCATA'KI (Collection of Birth and Death Certificates) through the Makassar City Population and Civil Registration Office. This innovation program can only be used for people
Homepage: http://ojs.unm.ac.id/iap
who live in Makassar City and have collaborated with the Mother and Child Hospital, Puskesmas, and Kelurahan, aiming to provide efficiency in managing population administration, especially for birth and death registration (makassarmetro.com). Based on what was found in the field, the innovation carried out by the Makassar City Population and Civil Registration Service, called Kucata'ki, has not been able to optimally eliminate problems because the innovation process is considered ineffective in its application. There are still some problems or shortcomings, namely in terms of socialization, either through social media or being introduced directly to the public, it can be seen that there are still many people who do not know about the application, and the Kucata'ki application is only intended for processing new deeds but not for processing Old certificates such as people who still do not have a certificate, either a death certificate or a birth certificate, cannot use the Kucata'ki application. This study wants to see how the implementation of Kucata'ki public service innovation in Makassar City and wants to know the supporting and inhibiting factors in the application of Kucata'ki innovation. Based on the explanation above, the researcher is interested in studying "Implementation of Kucata'ki Public Service Innovation in Makassar City".
METHOD
This type of research is research with a qualitative approach, in which qualitative research is research with postpovite philosophy used on natural object conditions and the researcher is the key informant. A generalization so that process and meaning are always highlighted in the qualitative research process (Sugiyono, 2015). With the focus of this research is to analyze and describe implementation of Kucata'ki public service innovations in Makassar City and knowing the supporting and inhibiting factors in this application. The data collection techniques in this study were interviews, observation and document study while the data analysis techniques were Miles and Huberman.
RESULTS AND DISCUSSION
The government in the context of meeting the needs of the community is required to innovate to meet the demands of improving the quality of services to the community. As it is known that policies that support improving the quality of public services are innovations in services related to population administration. The discussion of the results of this study is an interpretation or description of research results found in the field and interpretation of the results in testing data with concepts from experts, and theories so that they can develop theories and describe the results of research data and facts in the field.
This research is related to the theoretical indicators that have been set, namely using Rogers theory, this model explains that innovation can be measured by five interrelated indicators.
1. Relative Advantage
An innovation must have more advantages and value compared to previous innovations. This is in line with the notion of relative advantage according to Noor (Lestari et al., 2020, p. 204), which is seen from the degree to which a new innovation is considered superior to previous innovations. The Kucata'ki application is an innovation of the Makassar City Population and Civil Registration Service in the form of an online-based birth and death reporting service that aims to
of an innovation Kucata'ki Population and Civil Registration Office of Makassar City is in the Kucata'ki birth and death Kucata'ki where birth Kucata'ki can provide convenience for the public in taking care of birth certificates simply by depositing files at the patient's place of delivery, within a short period of time. Within 3 working days, the community can get birth certificates and family cards at the patient's place of delivery without having to come directly to the Disdukcapil.
So, patients who leave the puskesmas or maternity hospital immediately bring home their birth certificates and family cards. Meanwhile, for death Kucata'ki, for reporting the death of a resident, it is enough to report to the village head office by bringing the family card file and ID card of the person who died. Later, the Kucata'ki officer in the sub-district will upload the file to the Kucata'ki application so that the data of the deceased person can be updated with fast and accurate. In the Kucata'ki application, an update is needed so that the death Kucata'ki can issue death certificates for citizens who have died, so that it can make it easier for residents to manage population documents, especially death certificates. Based on the description above, this indicator is said to be good because with the Kucata'ki application, people benefit from the birth Kucata'ki which makes it easier to make birth certificates and new family cards, as well as with death Kucata'ki data of residents who died can be updated with fast and the need for the development of the Kucata'ki application, especially the death Kucata'ki so that in the future it can issue death certificates through the Kucata'ki application.
2. Compatibility
Compatibility is the degree to which innovation is measured by the degree to which people need this type of service. Some things that are taken into consideration in seeing the suitability of innovation are the local values and culture of the local community, the daily life of the community and the benefits of an innovation. Conformity is also defined as the degree to which a new innovation is considered in accordance with the prevailing values and previous innovations according to Noor (Lestari et al., 2020, p. 204).
The Kucata'ki application can be said to be a fast service and an easy and uncomplicated procedure. In the Kucata'ki application there is a birth Kucata'ki and a death Kucata'ki, with the birth Kucata'ki the community is very helpful in taking care of birth certificates, especially for people living in suburban areas. So that people who want to take care of birth certificates no longer need to come to the Disdukcapil office, they just need to deposit a photo of husband and wife's ID card, family card, parents' marriage book and birth certificate to the Kucata'ki officer where the patient gave birth and the results can be taken after 3 working days in the form of Birth certificates and family cards will be taken at the patient's place of delivery. But for death Kucata'ki, people are not assisted in managing population documents, especially in making death certificates because death Kucata'ki are only as data validation to delete data on residents who died in Dukcapil quickly and validly, so residents who want to make death certificates must take care of the death certificate. themselves and upload their own files through the Dukcapil website.
Based on the description above, this indicator is said to be poor because it does not fully meet what is needed by the community in making population documents, especially making death certificates through the Kucata'ki application.
3. Complexity
With its new nature, innovation has a level of complexity that can be higher than previous innovations. According to Mulgan and Albury (Soraya, 2019, p. 7), successful innovation is the creation and implementation of new processes, service products, and service methods from real development results in terms of efficiency, effectiveness, or quality of results. According to Rogers (Melinda et al., 2020, p. 138) complexity is the degree to which an innovation is considered relatively difficult to understand and use. The complexity of the innovation of the Makassar City Population and Civil Registration Service in using the Kucata'ki application, there is a complication in the birth Kucata'ki and death Kucata'ki, namely there is a capacity limitation in uploading documents in the form of images, so if there is a patient file whose image capacity is too large, the birth Kucata'ki officer will resize the image of the document and then re-upload it. Likewise, death Kucata'ki officers experience complications in uploading image documents that are too large, which makes the officers change the size of the document and then upload it back to the Kucata'ki application. The obstacles are regarding the problem of network conditions which usually experience disturbances or problems so that it will hinder the data verification process which makes old residents' residence documents to be issued, especially birth certificates and family cards of patients who give birth and deletion of data on residents who died. Based on the description above, this indicator said to be not good because Kucata'ki officers for birth and Kucata'ki deaths still experience difficulties in using the Kucata'ki application, namely in changing the capacity of documents in the form of images so that Kucata'ki officers change the size of the image and upload it back to the Kucata'ki application.
4. Triability
Triability is the extent to which the Kucata'ki application has been tested to test the quality of innovation. According to LAN (in Lestari et al., 2020, p. 205), the possibility of trying can mean that every new innovation will definitely pass a public trial period. Before the innovation of the Makassar City Population and Civil Registration Office was launched and introduced to the public, the Kucata'ki application had been tested to test the quality of an innovative Kucata'ki application by holding technical guidance training. So, the Disdukcapil held training on technical guidance for the Kucata'ki application to 26 health center and maternity hospital officers and 153 sub-district officers while at the same time testing the quality of the Kucata'ki application whether this innovation is feasible and beneficial for the community or not. Disdukcapil conduct continuous training to Kucata'ki puskesmas and maternity hospitals and kelurahan staff so that Kucata'ki puskesmas, maternity hospitals and kelurahan officers will have a better understanding of how to use this application so that when there is a new Kucata'ki officer with this training it will be easier to understand how to use this Kucata'ki application. Based on the description above, this indicator is said to be good because before this application was launched the Population and Civil Registration Service conducted a trial to test the quality of the Kucata'ki application by holding technical guidance training to all Kucata'ki application officers.
5. Observability
Observability is the degree to which Kucata'ki innovations can be seen by the public either directly, through the media or through social media. According to Noor (in Lestari et al., 2020, p.
205), the easier it is to observe a new innovation, the easier it is to be adopted by other parties.
The Makassar City Population and Civil Registration Service carried out socialization to the community by installing standing banners at the puskesmas and maternity hospitals and the
Kucata'ki application was easily known by the entire Makassar City community. Likewise, with puskesmas, maternity hospitals and urban villages also socialize this application to the public directly by informing the public regarding the Kucata'ki application and what files are needed by the Kucata'ki application officer to be uploaded. So Disdukcapil conveys all the innovations in social media and radio talk shows, including the Kucata'ki application innovation which was launched in 2018, so that the public can find out about existing innovations and their uses and benefits for the community, including this Kucata'ki application. Based on the description above, this indicator is said to be good because the Department of Population and Civil Registration continues to disseminate information to social media and radio talk shows as well as health centers, maternity hospitals and sub-districts also conduct outreach directly to the community so that the public can know about Kucata'ki application innovations and its use.
6. Supporting and Inhibiting Factors in the Implementation of Kucata'ki Public Service Innovations in Makassar City
Supporting factors in the implementation of Kucata'ki public service innovations in Makassar City are the commitment of the Dukcapil service to health facilities and sub-districts to continue to make the Kucata'ki application sustainable, as well as adequate human resources and infrastructure, so that the application of Kucata'ki innovation can run smoothly. fluent. While the inhibiting factor is the network, because the network is very influential on the course of this Kucata'ki innovation. If there is a problem with the network, it will hinder the process of making birth certificates and reporting deaths.
CONCLUSION
Based on the results of research and discussions conducted regarding the application of Kucata'ki public service innovations in Makassar City, it can be concluded that:
1. Implementation of Kucata'ki public service innovation in Makassar City already running well but there are still some things that need to be improved especially in the suitability and complexity indicators. Indicators of conformity where the death Kucata'ki application is not fully in accordance with what the community needs, such as in the manufacture of population documents, especially death certificates, as well as indicators of complexity where in the use of the Kucata'ki application there are complications such as capacity limitations in uploading documents in the form of images.
2. Supporting factors in the implementation of Kucata'ki public service innovations in Makassar City are the Dukcapil office's commitment to health facilities and urban villages as well as adequate human resources and infrastructure so that the implementation of Kucata'ki innovation can run smoothly. While the most influential inhibiting factor is interference with the network.
REFERENCE
Amalia, F. R. (2020). Efektivitas Inovasi “One Day Service” Dalam Penerbitan Akta Kelahiran di Dinas Kependudukan & Pencatatan Sipil Kabupaten Tabanan. 5(2), 121–144.
Anisa, S. (2018). Pengaruh Pelayanan Publik Terhadap Kepuasan Masyarakat Di Kantor Desa Helvetia. 123.
Apriani. (2020). Inovasi Dinas Kependudukan & Pencatatan Sipil Dalam Penggunaan Aplikasi Pelaporan Kependudukan “Kucata’ki” Berbasis Android Di Kota Makassar.
Azkiya, H. (n.d.). Penerapan E-Government Dalam Peningkatan Pelayanan Publik (Studi pada Pelaksanaan Program e-Tax Pajak Restoran di Kota Malang). 0714111330.
Bekkers, V., Edelenbos, J., & Steijn, B. (2011). Innovation In The Public Sector Linking Capacity and Leadership (Governance and Public Management).
Cahyadi, A. (2016). Penerapan Good Governance Dalam Pelayanan Publik (Studi Tentang Kualitas Pelayanan Elektronik Kartu Tanda Penduduk Berbasis Good) Governance Di Kecamatan Sukolilo Surabaya). 2(2).
Crystalia, O. G. (2015). Kualitas Pelayanan Publik Di Kantor Kecamatan Pengasih Kabupaten Kulon Progo (Vol. 151, Issue 1).
Guntur, M., & Aslinda. (2017). Implementation Of Good Governance Principles In Public Services In The Faculty Of Social Science Makassar State University. The 1st International Conference on Education, Science, Art and Technology (the 1st ICESAT), July, 113–120.
https://ojs.unm.ac.id/icesat/article/view/3697
Hayat. (2017). Manajemen Pelayanan Publik (Ke-1). PT RajaGrafindo Persada. Hidayah, D. D.
(2020). Kualitas Pelayanan Publik (Studi Pelayanan Administrasi Kependudukan Di Kecamatan Cipatujah KabupatenTasikmalaya). 7, 28–34.
Indrajit, R. E. (2016). Electronic Government (Ke-2). Preinexus.
Khaerul. (2019). Inovasi “Kucata’ki” Dalam Pelayanan Administrasi Di Dinas Kependudukan Dan Catatan Sipil Kota Makassar.
Larasati, E. (2015). Inovasi Pelayanan Publik Bidang Perijinan Di Kabupaten Kudus (Ke-1).
UNDIP LAW PRESS.
Lestari, I. D., Wardani, D., & Wibawani, S. (2020). Inovasi Program Electronic Traffic Law Enforcement (E-TLE) Di Kota Surabaya.
Maulidiah, S. (2014). Pelayanan Publik, Pelayanan Administrasi Terpadu Kecamatan (PATEN) (Ke-1). CV. Indra Prahasta.
Mazlan. (2010). Penerapan Electronic Government Dalam Upaya Peningkatan Pelayanan Publik Pada Kantor Dinas Kependudukan Dan Pencatatan Sipil Kota Pekanbaru. 9, 21–25.
http://www.elsevier.com/locate/scp
Melinda, M., Syamsurizaldi, S., & Kabullah, M. I. (2020). Inovasi Pelayanan Administrasi Kependudukan Online (Paduko) oleh Dinas Kependudukan dan Pencatatan Sipil Kota Padang Panjang. Nakhoda: Jurnal Ilmu Pemerintahan, 19(2), 202–216.
https://doi.org/10.35967/njip.v19i2.115
Mulyadi, D., Gedeona, H. T., & Afandi, M. N. (2016). Administrasi Publik untuk Pelayanan Publik (Ke-1). Alfabeta.
Musabry. (2020). Inovasi Pelayanan Pembuatan Akta Kelahiran Dan Akta Kematian Di Dinas Kependudukan Dan Catatan Sipil Kota Makassar.
Di Dinas Kependudukan Dan Pencatatan Sipil Kota Batu (Studi Inovasi Mobil Senyum, PKK Penak, dan 3 In 1). 14(4), 59–69.
Rahmat, M., Akib, H., Rizal, M., Sakawati, H., & Aslinda, A. (2021). Hubungan Budaya Organisasi Dengan Inovasi Perusahaan Correlation of Organizational Culture with Company Innovation. JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia), 4(2), 145. https://doi.org/10.32493/jjsdm.v4i2.9083
Ratminto, & Winarsih, A. S. (2005). Manajemen Pelayanan Pengembangan Model Konseptual, Penerapan Citizen’s Charter Dan Standar Pelayanan Minimal (Ke-1).
Pustaka Belajar.
Saenab. (2017). Inovasi Pelayanan Publik Dalam Pelayanan Kesehatan Melalui Program Home Care (Dottorotta) Di Kota Makassar. 87(1,2), 149–200.
Sakawati, H., Widyawati, W., & Ahmad, S. (2017). Pelayanan Penerbitan Stnk Di Kantor Sistem Administrasi Manunggal Satu Atap (Samsat) Kabupaten Bone. Jurnal Ilmu Administrasi: Media Pengembangan Ilmu Dan Praktek Administrasi, 14(2), 237–251.
https://doi.org/10.31113/jia.v14i2.116
Sari, M. (2020). E-Government Dalam Smart City Menuju Effective Accountability Dan Well- Being (Studi pada Kota Makassar). Jurnal Ekonomi Dan Bisnis Islam.
Sinambela, L. P., & Dkk. (2007). Reformasi Pelayanan Publik Teori, Kebijakan, dan Implementasi (Ke-2). PT Bumi Aksara.
Soraya, T. (2019). Inovasi Pelayanan Administrasi Kependudukan Secara Online di Kabupaten Pati. Astuti, Puji, 1–10.
https://ejournal3.undip.ac.id/index.php/jpgs/article/viewFile/25018/22273
Sugiyono. (2019). Metode Penelitian Kualitatif, Kuantitaif, dan R&D (Ke-2). Alfabeta.
Suwarno, Y. (2008). Inovasi di Sektor Publik (Ke-1). STIA LAN.
Wijaya, A. (2015). Penerapan E-Government Di Sekretariat Daerah Kabupaten Semarang (Inpres No.3 Tahun 2003 tentang Kebijakan dan Strategi Nasional Pengembangan E-Government).
3. http://lib.unnes.ac.id/21679/
Yusnia. (2019). Standar Pelayanan Publik Dalam Pengurusan Kartu Keluarga Di Dinas Kependudukan Dan Catatan Sipil Kabupaten Enrekang. 52(1), 1–5.
Zulhakim, A. A. (2012). Mengenal E-Government (Pemahaman Konsep Aplikasi E-Government sebagai Inovasi Pelayanan Publik) (Ke-1).
