Evaluation Of Birth Certificate Service Delivery In Makassar City: A Qualitative Study Using Dunn’s Criteria

Abstract

This study aims to evaluate the implementation of birth certificate services in Makassar City through the lens of William N. Dunn’s six policy evaluation criteria: effectiveness, efficiency, adequacy, equity, responsiveness, and accuracy. Birth certificates are fundamental identity documents required to access essential services such as education, healthcare, and legal protection. Despite national efforts to strengthen civil registration systems, a significant portion of Makassar’s population—32.26%—still lacks birth certificates, indicating service delivery challenges at the local level. Using a qualitative approach, data were collected through interviews, observations, and documentation at the Makassar City Population and Civil Registration Office (Disdukcapil). Informants included key staff members and citizens who had engaged in the birth registration process. The findings reveal that while certain standards—such as the presence of service counters, document requirements, and the availability of Standard Operating Procedures (SOPs)—are in place, several core issues persist. These include the absence of an electronic queuing system, inconsistencies in service timelines, overcrowded waiting areas, internet disruptions, and limited staff responsiveness. The study identifies five main barriers: (1) inadequate digital infrastructure; (2) physical space constraints; (3) lack of service differentiation; (4) limited human resource capabilities; and (5) service delays due to bureaucratic bottlenecks. These challenges undermine the effectiveness and accountability of public services in the civil registration sector. Strategic recommendations include improving IT infrastructure, adopting digital queuing systems, expanding service facilities, enhancing communication and transparency, and strengthening staff training in customer service. These measures are essential to align local civil registration services with the principles of good governance, regional autonomy, and international development goals, particularly SDG 16.9, which targets universal legal identity through birth registration.