Kinerja Pelayanan Publik Dinas Kependudukan dan Catatan Sipil Kota Batam

Performance measurement is one important part of the effort to evaluate and fix the system that runs within an organization or government agency. This is due to the number of complaints related to services provided by the organization or government agency, and may ultimately exacerbate internal state bureaucracy. Therefore, performance measurement should be carried out by any organization or government agency as the annual agenda. Facts show that the performance of the public service In Population and Civil Registry office in Batam is not maximized. This is evidenced by the many complaints from the public and users of services related to the services provided by the Office of Population and Civil records Batam. This paper intends to highlight the performance of public service at the Population and Civil Registration Office of Batam City and their influencing factors. The current research employs a qualitative descriptive method to determine, to a much greater extent, the factors that cause lower performance of Population and Civil Registration Office of Batam City. The data collection was conducted through observation, interview, and documentation. To figure out precisely the performance of public service at the Population and Civil Registration Office of Batam Municipality, the author used performance indicators such as efficiency, accountability, and responsiveness, in addition to the factors that influence the performance of public organizations such as organizational structure, human resources, and financing. Information about such indicators was obtained through interviews with the staff at the Population and Civil Registration Office of Batam Municipality, from the Head to the subordinates as well as the public service users. The results indicated that the performance of public service at the Population and Civil Registration Office of Batam Municipality remains low in terms or efficiency, accountability, and responsiveness. Such a condition was greatly influenced by the organizational structure within which the employees� staffing remains incompatible with their educational background and the human resources of the staff remain less competent in their respective field. This was due to the lack of work experience where the average employees in the Population and Civil Registration Office of Batam Municipality have an average work experience of 2 years at maximum. Moreover, such a lower performance of the human resources was due to the lower educational and technical capability level of the employees. From those facts, the author proposes the following suggestions for the Population and Civil Registration Office of Batam Municipality: 1) To rearrange the existing system to make it more flexible and open for any discretion to facilitate the public service deliver