Civil registry innovation go online as a form of development in the digitalization era in population administration services

Abstract

Background: In the implementation of public services, it is required to make better innovations. With the development of information and communication technology, digital solutions can improve the quality of public services more effectively and efficiently. The Population and Civil Registration Office (Dinas Kependudukan dan Pencatatan Sipil/Dukcapil) of Probolinggo City innovates digital-based population administration services through Dukcapil Go Online (Gool) and Go PMB services. Methods: The purpose of this research is to find out how the implementation of online services through Dukcapil Go Online innovation and to find out community participation in the use of online services as a form of public service transformation in the digitalization era. This research uses descriptive qualitative methods with observation and interview approaches. Findings: The results showed that online services can increase accessibility, but community participation is still low due to the perception of people who think online services seem complicated and slow, because their level of knowledge is low. So that the majority of people still use conventional services. Conclusion: The implementation of Dukcapil Go Online and Go PMB services has improved accessibility to digital public services; however, low community participation due to perceived complexity and limited digital literacy highlights the need for enhanced public awareness and user-friendly innovations. Novelty/Originality of this article: This study provides a novel examination of how digital-based population administration services, specifically Dukcapil Go Online (Gool) and Go PMB, contribute to the transformation of public service delivery in the digital era.