INOVASI PELAYANAN PUBLIK BERBASIS E-GOVERNMENT DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MAGETAN

ABSTRACT

This study aims to analyze public service innovations based on e-government implemented by Department of Population and Civil Registration of Magetan Regency and their impact on improving quality of public services. This research uses a qualitative method with a descriptive approach. Data were collected through observation, interviews, and documentation. The results show service innovations such as BUKA LAPAK, PAK DE BAYAN, SABTU TUNTAS, ANTRIAN ONLINE, and PAK TUWA have a positive impact on quality of population administration services. These impacts include faster service processes, easier access for the community, reduced queues, and improved certainty and transparency of services. The effectiveness of these innovations is supported by the use of information technology, mobile (outreach) services, and the integration of population administration services. Supporting factors in implementing these innovations include leadership commitment, adequate facilities and infrastructure, and human resource support. Meanwhile, inhibiting factors include limited internet infrastructure, low digital literacy among some community members, and limited service personnel. Overall, e-government-based public service innovations in Magetan Regency contribute to improving the quality of population administration services.