Desain Reformasi Birokrasi dalam Meningkatkan Pelayanan Publik:(Studi kasus Kantor Imigrasi Kelas I Yogyakarta).

Reyhan Kusuma , Cornelis Lay

2015 | Skripsi | Politik dan Pemerintahan (dh. Ilmu Pemerintahan)

B. Abstract Immigration Office Class I of Yogyakarta as the Immigration Office as the representative of the Ministry of Law and Human Rights in the field of immigration has an important role in providing public services immigration documents. With the important role as it is it would be expected to carry out their duties as a public service. Therefore there is a demand in the improvement of services to meet the needs of the community. The purpose of this study was to determine the design of bureaucratic reform in terms of service improvement with theories of public services and reform of bureaucratic. The method used in this study was qualitative research method with a case study approach. In the data collection, the researcher used the method of observation, interviews and documentation related to it. The results of this study indicate that in providing immigration documents, immigration offices of Yogyakarta class I must be fair, consistent, non-discriminatory, and no gender bias, and with regard to the implementation of respect, fulfillment, and protection of human rights. Because public has the right to be served. However, there are also factors that are not under suitable conditions, such as the narrowness of the waiting room and the lack of human resources. Immigration Office Class I of Yogyakarta is expected to provide maximum service to the society. Improvements of infrastructure and additional human resources have been conducted in order to fit the needs of the community and facilitate service to the public. Key words: Public Service, Bureaucratic Reform, immigration and Community

Kata Kunci : Pelayanan Umum; Pelayanan Publik