Public Service Management through Making Identity Cards During Covid-19 in Bandar Lampung City, Indonesia

Abstract

The Covid-19 pandemic has forced every resident in Indonesia to have an Electronic Identity Card because it is one of the requirements for disbursing social assistance to residents affected by Covid-19. However, the Identity Card service in Bandar Lampung City is still experiencing several problems, such as long queues and a slow system. The pandemic condition should be used as a positive momentum in improving services that were initially face-to-face and caused long queues and then switched to an online system using Information Technology. This study uses a qualitative approach with data validity techniques using source triangulation. The results showed that the Department of Population and Civil Registration of Bandar Lampung City has not fully worked well but has carried out service standards in service management in making Identity Cards by reducing face-to-face service hours and limiting 60 people per day, diverting consulting services and complete files. Through the Whatsapp service, the public is also free of charge as well as providing service facilities and infrastructure according to health protocol standards and placing officers at the service counter in accordance with their competencies as well as periodic training for service counter officers. The results of this study also revealed that there was a very rapid policy change that caused a lack of socialization to the community in Bandar Lampung City, as well as a lack of awareness of the public who needed services on the importance of obeying health protocols.