The Improvement of Digital Service Capacity in Immigration Office Class I Tpi Padang

摘要

Immigration Office Class I TPI Padang as a government agency has taken steps to implement digitalization in immigration matters to improve the quality of public services to the public and as a public organization must continue to improve its capacity to be able to provide quality services that benefit the community and benefit the image government officials themselves. This office is always trying to improve capacity in the service of digitizing but its implementation is still there occur problems are perceived by this Office and also public users. This study aims to determine and analyze the forms and constraints in increasing capacity in digitizing-based services. Qualitative research methods with a descriptive approach. Data collection techniques through observation; semistructured interviews; and documentation. Test the validity of the data through triangulation of sources; techniques and time. The theory used is the Andersen Behavioral Model that there are several factors: the tendency factor; factor supporter; factors needs and expected outcomes. The results of the study are that the Immigration Office Class I TPI Padang has carried out several forms of capacity building in digitizing services; namely increasing the number of human resources; facilities; and infrastructure for digitizing services. And the obstacles that occur are there are still things that need to be improved from digitizing services: lack of systems; databases; quota of applicants; internet networks; human resources; facilities and infrastructure (booth), standard operating procedures online; establishing cooperation with other parties; officers' awareness of their main duties and functions as well as socialization and do not have the authority to make their policies in resolving digitalization service problems that occur because all decisions come from the center namely the Directorate General of Immigration.