Police Performance in Public Service Delivery: Evidence from Polresta Palu, Indonesia

Abstract

This study examines the performance of the Indonesian National Police in delivering public services through the issuance of Police Clearance Certificates (Surat Keterangan Catatan Kepolisian, or SKCK) at the Palu City Police Resort (Polresta Palu), Central Sulawesi, Indonesia. A descriptive qualitative approach was employed. Primary information was obtained from purposively selected informants comprising one head of administrative services, two SKCK service officers, and three SKCK applicants. Data were collected through observation, interviews, and documentation, and analyzed through data reduction, data display, and conclusion drawing. The analytical framework follows Agus Dwiyanto’s five public-sector performance dimensions: productivity, service quality, responsiveness, responsibility, and accountability. The findings indicate that SKCK services are generally delivered according to established procedures. Officers are described as polite and helpful, provide explanations about requirements, and respond to applicants’ questions and difficulties. Public-service performance nevertheless remains constrained by limited personnel, queues during periods of high demand, incomplete applicant documents, inadequate supporting facilities, and internet connectivity disruptions. These constraints can prolong processing time even when officers attempt to maintain service standards. The study concludes that performance is reasonably good but not yet optimal. Improvements should prioritize staffing in line with service demand, reliable digital infrastructure, adequate facilities, clearer public information about required documents, and consistent monitoring of service standards. The findings offer a local case for understanding how organizational capacity and frontline conduct jointly shape administrative public-service performance.