ANALISIS EFEKTIVITAS SISTEM ANTRIAN PADA PELAYANAN ADMINISTRASI KEPENDUDUKAN DI DISDUKCAPIL KABUPATEN BATANG HARI

The delivery of population administration services at the Batang Hari Regency Population and Civil Registration Agency still faces various obstacles; notably, the high volume of queues and long waiting times—exceeding Standard Operating Procedures (SOP)—particularly during peak service hours. This study aims to analyze queue models and evaluate the performance of queuing systems at service counters for Electronic ID Cards (KTP-el), Family Cards (KK), and Civil Registration (CS). The research utilizes primary data—specifically applicant arrival counts and service times—collected over ten days of observation between 08:30 and 11:30 WIB. The analysis stages include identifying queue structure characteristics, testing arrival distribution patterns (using the Chi-Square test) and service time distributions (using the Kolmogorov–Smirnov test), determining the appropriate queue model, and calculating system performance metrics via the server utilization rate (ρ). The results indicate that arrival data for all three counters follows a Poisson distribution, while service times follow an exponential distribution for the KTP-el counter and a General distribution for the KK and CS counters. The identified queue models are M/M/1 for the KTP-el counter and M/G/1 for the KK and CS counters, both operating under a First-In-First-Out (FIFO) service discipline. Server utilization values ​​for the three counters were 2.10, 4.10, and 2.05 (ρ > 1), respectively, indicating that the systems have not yet reached a steady state. This condition results in queue accumulation and relatively long waiting times. Therefore, increasing service capacity or speed is necessary to improve the effectiveness of the queuing systems.