Analisis Pelayanan Dinas Kependudukan dan Pencatatan Sipil Kabupaten Toba dalam Perspektif Smart Governance

Sinaga, Bintang Priscila and Mochammad Alexsander Mujiburohman, S.I.P MIP (2024) Analisis Pelayanan Dinas Kependudukan dan Pencatatan Sipil Kabupaten Toba dalam Perspektif Smart Governance. Sarjana thesis, Universitas Brawijaya.

Abstract

Dinas Kependudukan dan Pencatan Sipil Kabupaten Toba meningkatkan kualitas pelayanan dengan menerapakan smart governance dalam mengatasi permasalahan kurangnya pelayanan bagi masyarakat yang berada jauh dari lokasi pelayanan administrasi kependudukan. Penelitian ini menganalisis pelayanan Dinas Kependudukan dan Pencatatan Sipil Kabupaten Toba dalam Pespektif Smart Governance dan mengetahui faktor pendukung dan penghambat dalam penerapan smart governance. Metode penelitian yang digunakan adalah deskriptif kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Analisis data yang dilakukan dengan metode reduksi, penyajian, dan penarikan kesimpulan berdasarkan teori smart governance dari Boyd Cohen 2014 yang mencakup online service, citizen participation, infrastructure, open government. Hasil penelitian memperlihatkan bahwa smart governance di Dinas Kependudukan dan Pencatatan Sipil belum optimal namun telah menunjukkan perkembangan yang positif, layanan online seperti aplikasi DUKCAPIL POLTAK dan media sosial lainnya, namun efektivitasnya terbatas. Partisipasi masyarakat dalam layanan aduan online masih rendah, dan cakupan infrastruktur, terutama broadband, belum merata, terutama di daerah pedesaan.open data tersedia, namun pembaruan terbatas. aktor pendukung seperti infrastruktur memadai dan kolaborasi antarinstansi cukup membantu, sedangkan faktor penghambat seperti infrastruktur yang tidak merata, rendahnya respons terhadap layanan online, keterbatasan anggaran, dan literasi digital yang rendah menjadi tantangan.

English Abstract

The Population and Civil Registration Office of Toba Regency, as one of the regional government agencies, is implementing reforms in public services to improve service quality by applying smart governance to address the problem of inadequate services for people living far from administrative services for population matters. This study analyzes the implementation of smart governance in the Population and Civil Registration Office of Toba Regency and identifies the supporting and hindering factors in its implementation. The research method used is descriptive qualitative with data collection techniques through observation, interviews, and documentation. Data analysis was carried out using the methods of reduction, presentation, and drawing conclusions based on Boyd Cohen's 2014 smart governance theory, which includes online service, citizen participation, infrastructure, and open government. The results of the study show that smart governance in the Population and Civil Registration Office has not been optimal, but positive developments have been observed. Online services such as the DUKCAPIL POLTAK application and WhatsApp are available, but their effectiveness is limited. Public participation in online complaint services is still low, and the infrastructure coverage, especially broadband, is not yet widespread, particularly in rural areas. Open data is available, but updates are limited. Supporting factors such as adequate infrastructure and inter-agency collaboration have been helpful, while hindering factors such as uneven infrastructure, low response to online services, limited funding, and low digital literacy remain challenges.

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