Analisis Perubahan Kebijakan Administrasi dalam Pelayanan Publik di Kantor Kecamatan Sirombu Kabupaten Nias Barat : Tantangan, Solusi, dan Implikasinya terhadap Masyarakat

Abstract

This study aims to evaluate the implementation of administrative policy changes in public services in the Sirombu District Office, West Nias Regency. The method used in this study was an in-depth interview with ten informants, comprising employees and members of the public. The results of the study show that the implementation of the new policy has increased the efficiency and transparency of services, primarily through the simplification of procedures and the implementation of a one-stop service system. This transformation has significantly reduced the processing time for various administrative tasks, making the public service experience smoother and more efficient for the citizens. The simplification of procedures has also helped in reducing bureaucratic red tape, enabling faster approvals for permits and other official documents. Moreover, the one-stop service system has consolidated various services in a single location, which minimizes the need for citizens to visit multiple offices, thus saving both time and effort. However, there are obstacles faced in the implementation of this policy. These include limited infrastructure, particularly inadequate IT infrastructure and unreliable internet access, which hampers the smooth execution of online services. Low digital literacy among some citizens further complicates the effective utilization of the new system. Moreover, there is a lack of adequate employee training, which results in inefficiencies in handling digital systems and responding to public queries. Despite these challenges, the public has responded positively to the policy, recognizing its potential to improve service delivery. However, certain shortcomings still need to be addressed, such as improving the clarity of procedures, enhancing queue management systems, and addressing the needs of vulnerable groups, such as the elderly and those without access to digital tools.