Junita Elisabeth, 090810382 M (2010) REFORMASI BIROKRASI PELAYANAN KEPENDUDUKAN PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KOTA SURABAYA. Thesis thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Gap occurring in the management of public services in the field of ID card after applying the Law Number 23 Year 2006 concerning Population Administration has encouraged the Office for Population and Civil Surabaya to improve the quality of public services more innovative by bringing forward the interests of the community. Through qualitative research in exploring the information from informants was conducted to identify anyone who is concerned about and Involved in the reforms initiated and how this bureaucratic officials population administration service reform. Extracting information from informants who were directly involved in public service as head of the Office of Population and Civil Registration, Population Division Head, Section Head of Management and Data Storage and Administrators SIAK been conducted with a purposive sampling technique based on the interview guide. The process for obtaining data in this study is the stage of description, reduction and selection of primary and secondary data sources. Through data analysis techniques, the results of this study show that initiated reforms in the bureaucracy, bureaucratic officials must have the willingness to listen and engage in a dialogue between governments and civil society, building a cooperative relationship based on trust between the executive and legislative and always involves the citizens is key to make it happen. As stakeholders in the reform initiated administrative services population is divided into two, namely: (1). In government: mayor of Surabaya, the bureaucratic apparatus in Surabaya City Government (Planning and Development Agency of Surabaya / Bappeko, Community Development Program and the implementing agency) (2). Outside the government: Legislative Surabaya, Interest Group (banking, media, community groups (RT / RW) and private citizens.

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