Effectiveness of Digital-Based Public Service Innovation: Case Study of Population Services in Indonesia’s Local Government

Authors

Febrian Akhmad Al - Muttaqin Public Administration Study Program, Sebelas Maret University, Indonesia
Rino Ardhian Nugroho Public Administration Study Program, Sebelas Maret University, Indonesia.

DOI:

https://doi.org/10.31947/jakpp.v11i1.11802

Keywords:

digital governance, population management, population service, civil registration, public service

Abstract

This study examines the effectiveness of the management of non-permanent populations program through digital governance in Surakarta City Government, Indonesia. The research employs a qualitative descriptive methodology, utilizing interviews, observations, and document analysis to evaluate the program's accuracy, socialization efforts, objective achievement, and monitoring mechanisms. The research reveals that the program has enhanced data compilation and management for non-permanent residents, offering both online and offline registration options. However, technical issues with the online platform and varying levels of digital literacy among users present ongoing challenges. The program's monitoring aspect, while supported by the Surakarta Complaints Service Unit is currently limited due to maintenance issues. The research also notes the program's positive impact on reducing processing times for various population-related documents and improving data integration within the Population and Civil Registration Service. The program demonstrates considerable effectiveness in improving population services in Surakarta City; there remain areas for improvement, particularly in public awareness, technological infrastructure, and addressing the digital divide.

References

Alexander, D. E. (2011). Internet Governance: Defining the Boundaries of Public and Private Power. Springer

Al Araby, M. A. A. (2024). Transforming Citizen Engagement In E- Governance Framework: A Conceptual Analysis. Jurnal Analisis Kebijakan & Pelayanan Publik, 10(2), 213–235. https://doi.org/10.31947/jakpp.v10i2.35497

Batty, M., Axhausen, K. W., Giannotti, F., (2012). Smart cities of the future. The European Physical Journal Special Topics, 214(1), 481-518.

Central Statistics Agency (2019). Percentage of Poor Population in March 2019 at 9.41 Percent. Retrieved from Central Statistics Agency : https://www.bps.go.id/pressrelease/2019/07/15/1629/persentase-penduduk-miskin-maret-2019-sebesar-9-41-persen.html

Central Statistics Agency (2020). Population statistics and governance in Indonesia. Statistics Indonesia.

Carter, L., & Bélanger, F. (2005). The utilization of e-government services: Citizen trust, innovation, and acceptance factors. Information Systems Journal, 15(1), 5-25.

Cheema, G. S., & Rondinelli, D. A. (2007). Decentralizing governance: Emerging concepts and practices. Brookings Institution Press.

Budiani, NW (2007). Effectiveness of Unemployment Management of Karang Taruna "Eka Taruna Bhakti" Village of Sumatera Kelod, East Denpasar District, Denpasar City. Journal of Economics and Social Affairs, Vol.2, No.1 , 49 - 57.

Campbell, J. 1. (1989). Research in Organizational Effectiveness, Translated by Sahat Simamora. Jakarta: Erlangga.

Cash, S.a. (2010). Interviewing: Principles and Practices 13th Edition.

Charles Stewart, W. C. (2013). Interviewing: Principles and Practices Fourteenth Edition. Mcgraw-Hill Education.

Dvir, R., Liu, X., Geva, N., & Vedlitz, A. (2024). The multi-dimensionality of citizen satisfaction: A conjoint experimental approach. Public Policy and Administration, 41(3). https://doi.org/10.1177/09520767241287615

Sibero, Alexander. (2011). The Holy Book of Web Programming. Yogyakarta: Mediakom.

Hamidi. (2004). Qualitative Research Methods: Practical Applications in Making Research Proposals and Reports. Malang: UMM Press.

Hamidi. (2010). Qualitative Research Methods. Malang: UMM Press.

Handayaningrat, S. (1993). Introduction to the Science of Public Administration. Jakarta: Hadji Masagung.

Haryanto, T. (2019). Non-permanent population management in urban Indonesia. Journal of Urban Policy, 12(3), 214-230.

Heeks, R. (2006). Implementing and managing eGovernment: An international text. SAGE Publications.

Huberman, M. a. (1992). Qualitative Data Analysis: a Sourcebook of New Method. Translated by Tjetjep Rohendi Rohidi. Jakarta: University of Indonesia (UI - PRESS).

Islamy, IM (1997). Principles of Formulating State Policy. Jakarta: Bumi Aksara.

Indrajit, R. E. (2005). E-Government: The Paradigm Shift in Public Service. Gramedia.

Katadata. (2019, January 4). The Population of Indonesia in 2019 Reaches 267 Million People. Retrieved from DATABOKS: https://databoks.katadata.co.id/datapublish/2019/01/04/jumlah-penduduk-indonesia-2019-mencapai-267-juta-jiwa

Governmnet of Republic of Indonesia (2002) Law of the Republic of Indonesia Number 18 of 2002.

Kwilinski, A., Szczepanska-Woszczyna, K., Lyulyov, O., & Pimonenko, T. (2024). Digital public services: Catalysts for healthcare efficiency. Journal of Open Innovation, 10(3), 100319–100319. https://doi.org/10.1016/j.joitmc.2024.100319

Lawrence, N. (2003). Social Research Methods: Qualitative and Quantitative Approaches. Boston: Allyn and Bacon.

Li, W., Zhang, J., Guo, X., Zhou, Y., Yang, F., & Li, R. (2024). Digitally Driven Urban Governance: Framework and Evaluation in China. Sustainability, 16(22), 9673–9673. https://doi.org/10.3390/su16229673

Mathias, T., Fertig, M. B., Zancanaro, M., Thibes, R. F., & Hahn, I. S. (2024). Defining Innovation: A Comprehensive Analysis of Types, Levels, and Strategic Interactions. IOSR Journal of Humanities and Social Science, 29(9), 28–36. https://doi.org/10.9790/0837-2909022836

Margono. (2007). Educational Research Methodology. Jakarta: Rineka Cipta.

Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4), 101385.

Nazir, M. (2009). Research Methods. Jakarta: Ghalia Indonesia.

Nugroho, R. (2020). Bridging the digital divide in Indonesian public services. Journal of E-Government Studies and Best Practices, 8(2), 55-71.

Ombudsman. (2018, 8 6). Reparation of the Quality of Adminduk Services . Retrieved from Ombudsman of the Republic of Indonesia: https://www.ombudsman.go.id/artikel/r/artikel--reparasi-kualitas-pelayanan-adminduk-

Pasalong, H. (2013). Administrative Theory. Bandung: Alphabeta.

Pati, B. (2018). Aadhaar: Digital governance for inclusive growth in India. Asian Journal of Public Administration, 40(1), 36-56.

Pislaru, M., Vlad, C. S., Ivascu, L., & Mircea, I. I. (2024). Citizen-Centric Governance: Enhancing Citizen Engagement through Artificial Intelligence Tools. Sustainability, 16(7), 2686-2710. https://doi.org/10.3390/su16072686

Prastowo, A. (2011). Qualitative Research Methods in the Perspective of Research Design. Yogyakarta: Ar-Ruzz Media.

Priyambodo, H., & Sari, R. (2018). Digital literacy in Indonesia: Challenges and opportunities. Asian Journal of Public Administration, 40(1), 21-35.

Richardus Eko Indrajit, AZ (2005). E - Government in Action: Various Cases of Successful Implementation in Various Parts of the World. Jakarta: Andi.

Robbins, SP (1994). Organization Theory: Structure, Design and Application, Translated by Jusuf Udaya. Jakarta: Arcan.

Sarundajang. (2002). Arus Balik Kekuasaan Pusat ke Daerah. Jakarta: Pustaka Sinar Harapan.

Sinambela, P. (2010). Public Service Reform. Bumi Aksara: Bandung.

Sudrajat, D. (2017). The role of population data in Indonesian public policy. Public Policy Journal, 15(2), 102-115.

Sugiyono. (2006). Quantitative, Qualitative, and R&D Research. Bandung: Alfabeta.

Surabaya.go.id (2019, October 16). Non-permanent residents recorded in the Puntadewa application have reached 1,232 people. Retrieved from Bangga Surabaya: https://humas.surabaya.go.id/2019/10/16/penduduk-nonpermanen-yang-terdata-di-aplikasi-puntadewa-tembus-1-232-jiwa/

Sutabri, T. (2005). Management Information Systems. Yogyakarta: Andi.

Sutopo, H. (2006). Qualitative Research Methodology: Theoretical Basis and Its Application in Research. Surakarta: Sebelas Maret University.

The Minister of Home Affairs (2015). Regulation of the Minister of Home Affairs of the Republic of Indonesia Number 14 of 2015 regarding Non-Permanent Population Data Collection Guidelines

UNESCAP (United Nations Economic and Social Commission for Asia and the Pacific). (2021). Data-driven governance in urban management. UNESCAP Report.