Accountability Analysis of E-KTP Issuance Services at the Polewali Mandar Regency Population and Civil Registration Service

Abstract

Public service accountability is essential for ensuring that population administration is delivered transparently, consistently, and responsively. This study aims to analyze accountability in Electronic Identity Card (E-KTP) issuance services at the Population and Civil Registration Office of Polewali Mandar Regency. The study employed a descriptive qualitative approach to examine how accountability was implemented in the E-KTP service process. Data were collected through observation, semi-structured interviews, and documentation. Six informants were purposively selected, consisting of two heads of divisions, two service officers, and two community members who had used E-KTP services. Data were analyzed through data organization, reduction, presentation, comparison, and conclusion drawing, with information cross-checked across different informants and data collection techniques. The findings indicate that accountability in E-KTP services can be examined through four dimensions: service procedures, administrative costs, service time, and responsiveness. Service procedures were found to be systematically organized and implemented in accordance with established Standard Operating Procedures, although some citizens still required additional explanations. E-KTP services were provided without administrative charges, with information regarding free services communicated through various channels. Service time standards were clearly established; however, implementation was affected by limited printers, shortages of card blanks and printing materials, and high application volumes, resulting in delays of up to several days. Meanwhile, officers demonstrated responsiveness through direct assistance, complaint mechanisms, and community satisfaction surveys. Overall, the findings show that accountability has been implemented across the examined dimensions, although improvements in service infrastructure and capacity are needed to strengthen consistency between established standards and actual service delivery.