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All Journal Lead Journal of Economy and Administration Multidisiplin Pengabdian Kepada Masyarakat (M-PKM)
Briandito, Fadil
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Nursing Social Sciences

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IMPLEMENTASI KEBIJAKAN PELAYANAN RAMAH HAM DALAM MENINGKATKAN KUALITAS PELAYANAN PASPORT Briandito, Fadil; Firly Nathania Fassya
Multidisiplin Pengabdian Kepada Masyarakat Vol. 4 No. 02 (2025): Multidisiplin Pengabdian Kepada Masyarakat, July-Oktober 2025
Publisher : Sean Institute

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Abstract

Penelitian ini bertujuan menilai seberapa jauh kebijakan pelayanan ramah HAM meningkatkan kualitas layanan paspor di Indonesia melalui tinjauan pustaka sistematis terhadap publikasi 2019-2025 serta sumber berita resmi. Pendekatan Systematic Literature Review digunakan untuk mengidentifikasi, memilah, dan mensintesis 45 artikel dan laporan yang relevan, dengan kriteria inklusi-eksklusi ketat guna memastikan validitas temuan. Hasil analisis menunjukkan terjadinya transformasi signifikan dari pola layanan konvensional menuju model inklusif‐nondiskriminatif, ditandai hadirnya inovasi JEMPOL HAM, SI JEMPOL SEMAR, layanan drive-thru, Eazy Paspordi pusat perbelanjaan, serta penyediaan fasilitas aksesibel (parkir prioritas, jalur difabel, toilet khusus, ruang laktasi, guiding block) di sedikitnya enam Kantor Imigrasi peraih penghargaan P2HAM. Implementasi kebijakan tersebut berkorelasi dengan lonjakan permohonan paspor ±15% pada 2025 dan peningkatan Indeks Kepuasan Masyarakat ke angka 119,39% pada 2024, menegaskan kontribusi positif pendekatan berbasis HAM terhadap performa institusi. Faktor pendukung utama meliputi budaya pelayanan prima, kompetensi aparatur, dukungan teknologi digital (M-Paspor), serta komitmen pimpinan; sedangkan penghambatnya mencakup minimnya sosialisasi, keterbatasan SDM terlatih bahasa isyarat, distribusi fasilitas yang belum merata, dan rendahnya literasi pemohon mengenai prosedur serta kelengkapan berkas. Penelitian menyimpulkan perlunya strategi terpadu—berbasis peningkatan SDM, standardisasi infrastruktur, perluasan fitur digital inklusif, dan kampanye edukatif—agar prinsip HAM terwujud konsisten sekaligus memperkuat daya saing paspor Indonesia di kancah global.
Implementation of the Eazy Passport Service Policy in Improving the Quality of Passport Issuance Services Briandito, Fadil; Fassya, Firly Nathania
Lead Journal of Economy and Administration Vol 4 No 1 (2025): Lead Journal of Economy and Administration (LEJEA)
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/lejea.v4i1.354

Abstract

This study evaluates the Eazy Passport policy as a mobile, collective application innovation that reorients Indonesian immigration services from a government centred to a citizen centred model to expand equitable access during and after the COVID-19 period. Using a systematic literature review of policy documents, operational circulars, and field reports from 2020 - 2025, the analysis employs the SERVQUAL framework to synthesise evidence across tangibility, reliability, responsiveness, assurance, and empathy in community based delivery contexts. Findings indicate consistent gains in tangibility, responsiveness, assurance, and empathy enabled by on site biometric capture, transparent SOPs, and proximity to applicant communities which reduce office queues, lower travel costs, and target a four working day turnaround after payment. Reliability gaps persist where ICT connectivity is unstable and applicant document readiness is uneven, producing variability in completion times and occasional rework at service points. The study recommends standardising a minimum facility package for all mobile units, building connectivity redundancy and offline contingencies, providing concise pre service education (checklists and micro videos) tailored to vulnerable groups, and upskilling staff in technical and communication competencies to close residual quality gaps. Overall, Eazy Passport demonstrates measurable service quality improvements aligned with public service reform goals, with further scalability contingent on targeted infrastructure and capability strengthening across diverse locales.
Co-Authors Fassya, Firly Nathania Firly Nathania Fassya