Penerapan Pelayanan Publik Berbasis Kebutuhan Kelompok Rentan pada Pelayanan Administrasi Kependudukan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Pringsewu

Abstract

Every citizen has the right to inclusive and equitable public services, including
vulnerable groups such as people with disabilities, the elderly, and pregnant
women. This study examines the implementation of the principle of public services
that are friendly to vulnerable groups in the civil registration administration at the
Pringsewu Regency Population and Civil Registration Office and identifies the
factors hindering it. The study employs a qualitative case study approach with data
collection through interviews, observations, and document reviews. The analysis is
based on eight principles outlined in Ministerial Regulation PANRB No. 11 of
2024, including equality of rights, accessibility, professionalism, accountability,
transparency, participation, and protection from violence. The research results
indicate that the agency has provided accessibility facilities, priority service
counters, specialized assistance, and outreach services. However, implementation
remains constrained by budget limitations, suboptimal outreach efforts, a shortage
of staff with specialized competencies, technical disruptions, and low participation
of vulnerable groups in the formulation of service policies.