Service Governance dalam Pelayanan Administrasi Kependudukan di Kabupaten Lebak Provinsi Banten
DOI:
https://doi.org/10.61332/ijpa.v9i1.466Keywords:
service governance, population administration, public service.Abstract
This study aims to analyze service governance in population administration services in Lebak Regency, Banten Province, Indonesia. The research employs a descriptive qualitative approach supported by quantitative data to provide a comprehensive understanding of governance practices in public service delivery. The analysis focuses on five key dimensions of service governance: inter-organizational coordination, service accessibility, service responsiveness, service process integration, and service accountability. Data were collected through direct observation, in-depth interviews, documentation studies, and policy document analysis, complemented by population administration service data from 2022 to 2025. The findings indicate that population administration services in Lebak Regency have demonstrated relatively effective governance practices through strengthened collaboration among stakeholders, expanded public access to services, responsiveness to evolving citizen demands, interconnected service processes, and the implementation of accountability mechanisms. Nevertheless, several challenges remain, particularly regarding equitable service access across geographic areas, the sustainability of process integration, and the consistency of institutional capacity among service providers. This study highlights that population administration services should not be viewed merely as administrative document issuance, but rather as an integrated public service governance system oriented toward public value creation and citizen-centered service delivery
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