Problem Analysis and Solutions

Oct 13, 2025 by talynt.org 91 views

Introduction

The Class I Immigration Office of Polonia Medan is a crucial state apparatus that provides public services, particularly in the issuance of the Travel Letter of the Republic of Indonesia (SPRI). As a provider of public services, the role of this office is strategic in meeting the needs of the community and improving welfare through efficient and effective services. However, this research revealed that the expectation of the community to get optimal services is still not fully realized. The purpose of this study is to analyze the effectiveness of public services in the application of the SPRI at the Class I Immigration Office in Medan.

Background

The Class I Immigration Office of Polonia Medan is located on Jalan Mangkubumi and functions as one of the providers of public services in Indonesia. The office is responsible for issuing SPRI, which is a crucial document for travelers. As a state apparatus, the role of this office is very significant in meeting the needs of the community and improving welfare through efficient and effective services. However, the existing facilities and infrastructure are considered inadequate, while the number of implementing staff available is not enough to handle the increasing number of applicants. This creates a long queue and frustration among people who need services.

Methodology

This qualitative research was conducted through several stages. First, the author collects important documents from the Class I Immigration Office in Medan, including the organizational structure and other relevant information. Second, the interview was conducted with various informants, ranging from the Head of the Immigration Office, the Head of General Affairs, the Counter Employee, to the people who submitted the SPRI application. The interview results show that the effectiveness of public services in this office still needs to be improved.

Problem Analysis and Solutions

From the results of the study, several problems can be identified that cause the low effectiveness of services. First, the limitations of Human Resources (HR) at the Class I Immigration Office in Medan. With the increase in SPRI requests, additional employees are needed in order to be able to serve the applicant more quickly and effectively. For this reason, the government needs to conduct a better evaluation and planning of human resources in order to meet the needs of the community.

Second, inadequate facilities and infrastructure also contribute to poor service. With inadequate facilities, the service process is slow and inefficient. The government is expected to invest in this matter, for example by improving the waiting room, providing online facilities for SPRI submission, and increasing the number of service counters.

Third, training and capacity building are needed for employees so that they can provide better services. Training on customer service, queuing management, and the use of information technology in public services will greatly help improve the quality of service.

Recommendations

Based on the findings of this study, several recommendations can be made to improve the effectiveness of public services in the application of the SPRI at the Class I Immigration Office in Medan. First, the government needs to conduct a better evaluation and planning of human resources in order to meet the needs of the community. Second, the government needs to invest in improving the facilities and infrastructure of the office, such as improving the waiting room, providing online facilities for SPRI submission, and increasing the number of service counters. Third, training and capacity building are needed for employees so that they can provide better services.

Conclusion

Public services, especially in the issuance of the Travel Certificate of the Republic of Indonesia, are an integral part of the government's function in fulfilling community rights. Although the Polonia Medan Class I Immigration Office has tried to provide services, there are still many aspects that need to be improved. With the improvement of facilities and infrastructure, the addition of human resources, as well as increasing employee capacity, it is expected that public services in this office can be more effective and meet the expectations of the community. In the long run, this will contribute to increasing public satisfaction and trust in the government as a provider of public services.

Limitations of the Study

This study has several limitations. First, the study was conducted in a single office, which may not be representative of other offices in Indonesia. Second, the study was conducted using a qualitative approach, which may not provide a comprehensive understanding of the issues. Third, the study was conducted in a limited time frame, which may not allow for a thorough analysis of the issues.

Future Research Directions

This study provides several directions for future research. First, a study can be conducted to compare the effectiveness of public services in different offices in Indonesia. Second, a study can be conducted to analyze the impact of the implementation of the SPRI on the community. Third, a study can be conducted to evaluate the effectiveness of the training and capacity building programs for employees.

References

[1] Ministry of Home Affairs of the Republic of Indonesia. (2020). Guidelines for the Implementation of the SPRI.
[2] Polonia Medan Class I Immigration Office. (2020). Organizational Structure.
[3] Interview with the Head of the Immigration Office, Polonia Medan Class I Immigration Office.
[4] Interview with the Head of General Affairs, Polonia Medan Class I Immigration Office.
[5] Interview with the Counter Employee, Polonia Medan Class I Immigration Office.
[6] Interview with the people who submitted the SPRI application.

Appendix

[1] List of informants.
[2] List of documents collected.
[3] List of references.

Q: What is the purpose of this study?

A: The purpose of this study is to analyze the effectiveness of public services in the application of the SPRI at the Class I Immigration Office in Medan.

Q: What are the main problems identified in this study?

A: The main problems identified in this study are the limitations of Human Resources (HR) at the Class I Immigration Office in Medan, inadequate facilities and infrastructure, and the need for training and capacity building for employees.

Q: What are the recommendations made in this study?

A: The recommendations made in this study are to conduct a better evaluation and planning of human resources, to invest in improving the facilities and infrastructure of the office, and to provide training and capacity building for employees.

Q: What are the implications of this study?

A: The implications of this study are that the government needs to take action to improve the effectiveness of public services in the application of the SPRI at the Class I Immigration Office in Medan. This includes increasing the number of employees, improving the facilities and infrastructure, and providing training and capacity building for employees.

Q: What are the limitations of this study?

A: The limitations of this study are that it was conducted in a single office, which may not be representative of other offices in Indonesia, and that it was conducted using a qualitative approach, which may not provide a comprehensive understanding of the issues.

Q: What are the future research directions suggested by this study?

A: The future research directions suggested by this study are to conduct a study to compare the effectiveness of public services in different offices in Indonesia, to analyze the impact of the implementation of the SPRI on the community, and to evaluate the effectiveness of the training and capacity building programs for employees.

Q: What are the references used in this study?

A: The references used in this study include the Guidelines for the Implementation of the SPRI, the Organizational Structure of the Polonia Medan Class I Immigration Office, and interviews with the Head of the Immigration Office, the Head of General Affairs, the Counter Employee, and the people who submitted the SPRI application.

Q: What are the appendices included in this study?

A: The appendices included in this study are the list of informants, the list of documents collected, and the list of references.

Q: What are the conclusions of this study?

A: The conclusions of this study are that public services, especially in the issuance of the Travel Certificate of the Republic of Indonesia, are an integral part of the government's function in fulfilling community rights. Although the Polonia Medan Class I Immigration Office has tried to provide services, there are still many aspects that need to be improved. With the improvement of facilities and infrastructure, the addition of human resources, as well as increasing employee capacity, it is expected that public services in this office can be more effective and meet the expectations of the community.

Q: What are the recommendations for future research?

A: The recommendations for future research are to conduct a study to compare the effectiveness of public services in different offices in Indonesia, to analyze the impact of the implementation of the SPRI on the community, and to evaluate the effectiveness of the training and capacity building programs for employees.

Q: What are the implications of this study for policy and practice?

A: The implications of this study for policy and practice are that the government needs to take action to improve the effectiveness of public services in the application of the SPRI at the Class I Immigration Office in Medan. This includes increasing the number of employees, improving the facilities and infrastructure, and providing training and capacity building for employees.

Q: What are the limitations of this study for policy and practice?

A: The limitations of this study for policy and practice are that it was conducted in a single office, which may not be representative of other offices in Indonesia, and that it was conducted using a qualitative approach, which may not provide a comprehensive understanding of the issues.

Q: What are the future research directions suggested by this study for policy and practice?

A: The future research directions suggested by this study for policy and practice are to conduct a study to compare the effectiveness of public services in different offices in Indonesia, to analyze the impact of the implementation of the SPRI on the community, and to evaluate the effectiveness of the training and capacity building programs for employees.