Efektivitas Program Mobile Paspor Dalam Mendorong Akuntabilitas Pelayanan di Kantor Imigrasi Kelas I Khusus TPI Kota Batam

Abstract

The use of technology in public services increases the efficiency and effectiveness of human work. The online passport application system is the Directorate General of Immigration's response to technological developments. The government, which prioritizes welfare and justice, also monitors the international inflow and outflow of citizens. The implementation of the Mobile Passport Application will be evaluated to assess its effectiveness in encouraging service accountability at the Batam City TPI Special Class I Immigration Office. This research aims to determine the effectiveness of implementing the Mobile Passport program in improving services at the Immigration Office.

     The method used in this research is descriptive research with a qualitative approach. Data collection used interview techniques, observation, documentation and literature. Qualitative data analysis using effectiveness indicators from Edi Sutrisno (2007), which includes program understanding, right on target, on time, achievement of goals, and real change.

     The results of this research show that there are two indicators that have not been implemented effectively, namely the program understanding indicator and the punctuality indicator. In understanding the program, obstacles are still found where the socialization carried out offline has not reached all levels of society, so that people who do not understand the registration procedures via the Mobile Passport application experience difficulties and failure in registering using the application. Meanwhile, the on-time indicator shows that the applied service schedule does not match the schedule provided directly at Customer Service, thus causing inconvenience for passport applicants. Apart from that, three other indicators, such as indicators on target, achievement of goals, and real changes, show a positive impact in encouraging service accountability at the Class I Special TPI Immigration Office in Batam City. Therefore, the various obstacles described must be addressed to realize service effectiveness that encourages service accountability at the Immigration Office.