Semarang City Government Efforts in Improving the Quality of Administrative Services

The main functions of government are development, empowerment, and serving functions, one of which is the service of rights and self-identity, and citizenship. Society always demands quality public services from bureaucrats. Excellent service is synonymous with quality service. Today's prime quality services can be provided to the public with technological developments that assist employees in carrying out their duties. A qualitative approach was used in this study to know the quality of services provided by the Department of Population and Civil Registry in making birth certificates to achieve excellent service. Employees and the community as a whole agree that the Semarang City Population and Civil Registration Service's Si D'nok Application is still of poor quality based on the Tangible, Reliability, and Assurance dimensions in the indicators of infrastructure facilities and timely guarantees. This is because the Population Administration service's process is still hampered by inadequate facilities and obstacles. It has been determined that responsiveness and empathy are satisfactory in terms of service speed, accuracy, and ease of communication. Even though there are still obstacles, efforts have been made to expand their current network.