ANALYSIS OF EMPLOYEE PERFORMANCE IN ONLINE POPULATION DOCUMENT MANAGEMENT SERVICES AT THE POPULATION AND CIVIL REGISTRATION SERVICE OF GUNUNGSITOLI CITY

Abstrak

This study aims to analyze employee performance in online population document processing services at the Population and Civil Registration Office of Gunungsitoli City. The focus of this study covers two main things: (1) to determine employee performance in providing online population document processing services at the Population and Civil Registration Office of Gunungsitoli City, (2) to determine the obstacles faced in implementing online population document processing services at the Population and Civil Registration Office of Gunungsitoli City. This study uses a qualitative approach with data collection techniques through observation, interviews, and documentation. The results of the study indicate that employee performance in providing online population document processing services at the Population and Civil Registration Office of Gunungsitoli City has been running well, as seen from the ability of employees who have adapted to online services and the majority of public requests are handled according to procedures. However, in its implementation, obstacles were found such as limited internet access networks, limited number of human resources, website and application system disruptions, and low public understanding. However, employees still try to provide the best service. By implementing the principles of professionalism, transparency, responsibility, and responsiveness, and continuing to participate in training, system operation simulations, and regular evaluations, online services will continue to be accepted by the public as a more effective and efficient alternative.