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Sri Yulianty Mozin
Faculty of Social Sciences, Gorontalo State University, Indonesia
Humanities Decision Sciences, Operations Research & Management Environmental Science Social Sciences

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Inclusive Driver's License Service Model Based on the Needs of Local Communities Akbar Rizky Pratama Mohamad; Sri Yulianty Mozin; Rahmatia Pakaya
Public Policy Journal Vol 7, No 1 (2026)
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37905/ppj.v7i1.3208

Abstract

The research analyzed the implementation of Driver's License services at the Gorontalo City Police. The research uses a qualitative approach of case studies through in-depth interviews, observations, and document analysis, data is analyzed thematically based on the dimensions of individual, group, and social well-being (Anderson et al. 2013). The results of the study showed that there was a gap between Standard Operating Procedures and field practices, characterized by inconsistencies in service times, irregular queues, fraudulent practices, lack of assistance for vulnerable groups, and limited disability-friendly facilities. This condition has an impact on increasing individual stress and dissatisfaction, inequality of access between groups, and declining public trust in service institutions. Based on these findings, this study formulated an Ideal Model of Well-Being & Public Value-Based Driver's License Services (Fathya et al., 2025), which integrates: (1) procedural transparency and accountability; (2) equality and inclusivity of access, including for persons with disabilities and vulnerable groups; (3) responsiveness and empathy of officers; (4) a fair queue system and free of trade intervention; and (5) collaboration with social organizations as mediators of community needs. This model emphasizes that the quality of services is not only measured by operational efficiency, but also by its ability to generate public value in the form of access justice, citizen satisfaction, and strengthening trust between the state and society. This research contributes to expanding the application of transformative approaches in the context of public services at the local level
Quality of Birth Certificate Services at The Population and Civil Registry Service of Banggai Islands Regency Rendi Al Pazri; Arifin Tahir; Sri Yulianty Mozin
Public Policy Journal Vol 6, No 3 (2025)
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37905/ppj.v6i3.3166

Abstract

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan akta kelahiran di PNS Kabupaten Kepulauan Banggai. Metode penelitian yang digunakan adalah deskriptif kualitatif, dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis data dilakukan melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa pelayanan akta kelahiran telah dilaksanakan dengan baik. Dari perspektif keandalan, proses pelayanan dinilai cepat dan tepat waktu. Responsif menunjukkan bahwa petugas responsif terhadap kebutuhan masyarakat. Dari perspektif jaminan, pegawai menunjukkan kompetensi dan kesopanan, sehingga menumbuhkan kepercayaan masyarakat. Empati juga terlihat melalui keramahan dan perhatian petugas dalam melayani masyarakat. Dimensi bukti fisik menunjukkan bahwa fasilitas pelayanan memadai, meskipun beberapa area memerlukan perbaikan. Secara keseluruhan, pelayanan akta kelahiran di PNS Kabupaten Kepulauan Banggai selaras dengan prinsip pelayanan publik yang cepat, akurat, dan transparan.
Co-Authors Akbar Rizky Pratama Mohamad Arifin Tahir Rahmatia Pakaya Rendi Al Pazri