Effectiveness of the Eazy Passport Program in Improving Accessibility of Immigration Services in Surabaya
DOI:
https://doi.org/10.63309/dialektika.v24i2.1144Keywords:
Eazy Passport, Immigration Services, Program Effectiveness, Service AccessibilityAbstract
The Eazy Passport Program is a public service innovation developed by the Directorate General of Immigration to improve the accessibility of immigration services through a proactive service mechanism. This study aims to analyze the effectiveness of the Eazy Passport Program in improving the accessibility of immigration services in Surabaya, specifically at the Juanda Surabaya Class I Special Immigration Office. The research method used is a descriptive qualitative approach with data collection techniques through observation, interviews, documentation, and literature studies. The research analysis uses Campbell's effectiveness theory which includes indicators of program success, target success, satisfaction with the program, input and output levels, and overall goal achievement. The results show that the Eazy Passport Program has been running effectively in increasing the ease of access to passport services for the public. This program is able to provide more practical, fast, and efficient services through a collective service system at the applicant's location. In addition, the program has succeeded in reducing queues at immigration offices, expanding service coverage, and increasing public satisfaction with the quality of services provided. Although there are still several technical obstacles, such as limited internet networks and mobile biometric devices, these obstacles do not reduce the overall effectiveness of the program. Thus, the Eazy Passport Program can be declared effective in increasing the accessibility of immigration services and supporting improvements in the quality of public services in the immigration sector.
Keywords: Eazy Passport, Immigration Services, Program Effectiveness, Service Accessibility
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