The Covid-19 Pandemic and Its Implications for Passport Services in Indonesia

Abstract

The COVID-19 pandemic is a global health crisis that is already having devastating impacts on thousands of people in Indonesia, and thus it rapidly demands the people to adapt in various sectors of life. With regard to this issue, the New Normal discourse will broadly limit interactions among citizens. Public services carried out by having direct interaction shall be far limited and even have to switch into online services. In relation to public services, the citizens do not only request to meet the needs of good services, but also a will of granting the availability and quality of public services provided by the government. Therefore, the present study is concerned with analyzing and assessing the quality of services provided by the Bagansiapiapi Immigration Office, such as supporting and inhibiting factors and solutions that have been and will be carried out. This research-based paper is a type of descriptive qualitative with data collected through interviews and observations. The chosen informants were several Bagansiapiapi Immigration Office staffs and service users. The results of the data and interviews were then analyzed using existing literature and other literature sources. By using the concept of assessment based on five dimensions. First, tangibles showed excellent quality, especially in human resources (HR) performance and effective facility optimization. Responsibility disclosed good quality for the development of existing human resources has been optimally conducted. Third, responsiveness demonstrated good quality for officers can respond to problems quickly. Assurance revealed good quality as there is no time and cost gap between the citizens and service providers. Fifth, empathy disclosed good quality because the officers remained polite, friendly, and cooperative. Based on the results obtained in this line of research, it can be concluded that the quality of service in making passports at the Bagansiapiapi Immigration Office has expressed high service quality because there is no gap between expectations among the people and the quality given in making passports, and thus, customer satisfaction can be achieved. Therefore, it is expected that the Bagansiapiapi Immigration Office can continue to maintain professional integrity and improve the quality of public services in regard to realizing the expectations of citizens, called good and clean governance.