Analisis Proses Bisnis Layanan Pengaduan pada Dispendukcapil Surabaya untuk Meningkatkan Penanganan Aduan dengan Pendekatan Kualitatif

Prasasti, Indah Pangestu Murni (2022) Analisis Proses Bisnis Layanan Pengaduan pada Dispendukcapil Surabaya untuk Meningkatkan Penanganan Aduan dengan Pendekatan Kualitatif. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Dinas Kependudukan dan Pencatatan Sipil (Dispendukcapil) Kota Surabaya memiliki layanan pengaduan untuk menampung keluhan masyarakat terkait administrasi kependudukan. Namun, penanganan aduan yang dilakukan oleh Dispendukcapil Kota Surabaya masih belum maksimal karena terdapat beberapa aduan yang belum terselesaikan sesuai dengan target waktu dan prosedur yang ada. Penelitian ini bertujuan untuk melakukan analisis proses bisnis pada layanan pengaduan Dispendukcapil Kota Surabaya. Penelitian ini dilakukan dengan metode kualitatif deskriptif. Pengumpulan data dilakukan melalui wawancara, observasi, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa proses bisnis layanan pengaduan yang dilakukan oleh Dispendukcapil Kota Surabaya terdiri dari beberapa tahapan, yaitu penerimaan aduan, verifikasi aduan, penanganan aduan, dan pemberian tanggapan. Terdapat beberapa kendala dalam proses tersebut, diantaranya adalah kurangnya koordinasi antar unit kerja, sistem informasi yang belum terintegrasi, dan kurangnya sumber daya manusia. Untuk mengatasi kendala tersebut, penelitian ini memberikan rekomendasi perbaikan proses bisnis yang meliputi perbaikan alur kerja, integrasi sistem informasi, dan peningkatan kompetensi sumber daya manusia.
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The Department of Population and Civil Registration of Surabaya City has a complaint service to accommodate public complaints related to population administration. However, the handling of complaints by the Surabaya City Population and Civil Registration Office is still not optimal because some complaints have not been resolved in accordance with existing time targets and procedures. This study aims to analyze the business process of the Surabaya City Population and Civil Registration Office complaint service. This research was conducted using a descriptive qualitative method. Data collection was carried out through interviews, observation, and documentation studies. The results showed that the business process of complaint services carried out by the Surabaya City Population and Civil Registration Office consisted of several stages, namely receiving complaints, verifying complaints, handling complaints, and providing responses. There are several obstacles in this process, including a lack of coordination between work units, information systems that are not yet integrated, and a lack of human resources. To overcome these obstacles, this study provides recommendations for business process improvements including workflow improvements, information system integration, and increasing human resource competence.

Item Type:	Thesis (Other)
Additional Information:	RSSI 658.834 3 Pra a-1 2022
Uncontrolled Keywords:	Proses Bisnis. Dispendukcapil Surabaya. Business Process. Surabaya Dispendukcapil.
Subjects:	H Social Sciences > HA Statistics
Divisions:	Faculty of Science and Data Analytics (SCIENTICS) > Statistics > 49201-(S1) Undergraduate Thesis
Depositing User:	Mr. Marsudiyana -
Date Deposited:	03 Jun 2026 03:46
Last Modified:	10 Jun 2026 03:18
URI:	http://repository.its.ac.id/id/eprint/133516

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