Strategy for Improving Public Services of the Population and Civil Registration Service of Tanah Bumbu Regency

Abstract

This study examines strategies for improving public service quality at the Department of Population and Civil Registration in Tanah Bumbu Regency by integrating the perspectives of human resource capacity, digital transformation, and service process reform within the framework of New Public Service (NPS). The research aims to identify key determinants influencing service performance and to analyze how these factors interact in shaping citizen satisfaction. A qualitative approach was employed using interviews, observations, and document analysis to obtain comprehensive insights into service delivery practices. The findings reveal that human resources play a fundamental role in determining service quality, particularly in terms of competence, responsiveness, and service ethics. In addition, the adoption of digital-based services has significantly enhanced efficiency, accessibility, and transparency, although its effectiveness is constrained by varying levels of digital literacy and infrastructure readiness. Furthermore, simplification of service procedures contributes to improved reliability and user satisfaction, yet challenges remain in terms of system integration and inter-unit coordination. This study highlights that the implementation of New Public Service principles—such as citizen participation, accountability, and transparency—has begun to transform public service delivery, although not optimally. Theoretically, this research reinforces the relevance of NPS as a comprehensive framework for public service reform. Practically, it provides policy insights for local governments to adopt a holistic and integrated approach in improving service quality. Future research is recommended to expand the model across different institutional contexts to enhance its generalizability