Inovasi Pelayanan Pengambilan Paspor Drive Thru SIGAP: Studi Pada Kantor Imigrasi Kelas II Non TPI Blitar - Rinanti, Maghalita Rinanti; noviyanti (Universitas Negeri Surabaya, 2024)
Kantor Imigrasi Kelas II Non TPI Blitar menyelenggarakan inovasi layanan pengambilan paspor drive thru SIGAP untuk memudahkan pemohon dalam pengambilan paspor dan mengurangi antrean pada ruang tunggu layanan. Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis inovasi pelayanan pengambilan paspor secara drive thru SIGAP di Kantor Imigrasi Kelas II Non TPI Blitar. Metode penelitian yang digunakan pada penelitian ini yakni penelitian deskriptif dengan pendekatan kualitatif. Fokus penelitian ini menggunakan Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 91 Tahun 2021 tentang Pembinaan Inovasi Pelayanan Publik dengan indikator kriteria inovasi antara lain: memiliki kebaruan, efektif, bermanfaat, mudah disebarkan, dan berkelanjutan. Sumber data diperoleh dari data primer melalui wawancara, observasi, dan data sekunder melalui dokumentasi berupa data dari Kantor Imigrasi Kelas II Non TPI Blitar, artikel ilmiah, serta aturan terkait inovasi layanan drive thru. Data yang didapatkan kemudian dianalisis dengan tahapan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa inovasi drive thru SIGAP pada Kantor Imigrasi Kelas II Non TPI Blitar memiliki nilai kebaruan. Namun, sosialisasi, informasi mengenai alur mekanisme dan syarat ketentuan inovasi ini masih kurang, serta pelaksanaan belum sejalan dengan SOP. Inovasi ini belum berjalan efektif dikarenakan jumlah antrean masih banyak. Pelayanan drive thru SIGAP bermanfaat bagi pemohon karena layanan yang cepat, tepat, dan efisien. Namun petugas hanya 1 orang sehingga mengalami kesulitan dalam pelayanan. Inovasi ini baik dan mudah untuk direplikasi oleh instansi lain, serta mendapatkan dukungan dari pengguna layanan sehingga memenuhi aspek keberlanjutan. The Class II Non-TPI Immigration Office Blitar has implemented the SIGAP drive-thru passport collection service to facilitate applicants in collecting their passports and to reduce queues in the service waiting room. This study aims to describe and analyze the innovation of the SIGAP drive-thru passport collection services at the Class II Non-TPI Immigration Office Blitar. The research method used in this study is descriptive research with a qualitative approach. This research focuses on the Regulation of the Minister of Administrative and Bureaucratic Reform Number 91 of 2021 on the Development of Public Service Innovation with innovation criteria indicators consisting of novelty, effectiveness, usefulness, ease of dissemination, and sustainability. Data sources were obtained through primary data via interviews, observations, and secondary data through documentation in the form of data from the Class II Non-TPI Immigration Office Blitar, scientific articles, and regulations related to drive-thru service innovation. The data obtained were then analyzed through the stages of data collection, data reduction, data presentation, and conclusions. The results of the study indicate that the SIGAP drive-thru service innovation at the Class II Non-TPI Immigration Office Blitar is novel. However, the socialization and information regarding this innovations mechanisms flow and terms are still lacking, and the implementation is not yet aligned with the SOP. This innovation has not yet been effective due to the high queues. The SIGAP drive-thru service is beneficial for applicants because it provides fast, accurate, and efficient service. However, with only 1 office, there are difficulties in service provision. This innovation is very good and easy to replicated by other agencies, and it has gained support from service users, thereby meeting the sustainability aspects.