Background: Digitalization of
Public Services at the Urban Village Level
The Indonesian government has long encouraged digital transformation through e-government policies. In the population administration sector, Law No. 24 of 2013 emphasizes the importance of establishing a single, nationally integrated population database through the Population Identification Number (NIK). In Malang City, the service standard for e-KTP requires completion on the same day and free of charge. As the frontline government unit, the urban village (kelurahan) plays a strategic role in ensuring that these services are accessible, fast, and efficient for the community. However, field realities indicate that digital transformation does not always proceed smoothly.
Research Method
This study employed a qualitative
approach with an explanatory case study design. The focus was on the
implementation of e-government at the urban village level, rather than at the
city-level Population and Civil Registration Office as examined in previous
studies.
Data were collected through:
·
In-depth interviews with officials and community
members
·
Direct observation at Mojolangu Urban Village
·
Policy document analysis
The analysis was conducted
descriptively to assess the alignment between regulations and service
practices.
Main Research Findings
1. Strong and Clear Regulatory
Framework
Normatively, the implementation of
population administration services in Mojolangu complies with existing
regulations, supported by:
·
Law No. 24 of 2013 on Population Administration
·
Ministry of Home Affairs Regulation No. 19 of
2018
·
Malang Mayor Regulation No. 40 of 2021
The principles of fast, transparent,
and free services have been formally implemented.
2. Gap Between Regulation and
Practice
Although the regulations are clear,
implementation in the field faces technical challenges, including:
·
Limited availability of e-KTP blank cards from
the central government
·
Network system disruptions
·
Limited computer equipment
·
Service completion times that sometimes do not
meet the “same-day” standard
These conditions indicate that policy
success depends not only on regulatory clarity but also on technical readiness.
3. Community Perspective: Closer,
Yet Still Slow
Residents perceive services at the
urban village office as geographically closer and more time-efficient compared
to visiting the city-level Disdukcapil office. However, several complaints were
identified:
·
Occasional delays in processing
·
Network disruptions
·
Limited socialization of electronic service
procedures
·
Confusion regarding administrative requirements
Some residents, especially first-time
applicants, still struggle to understand digital service procedures due to
limited digital literacy and insufficient information dissemination.
4. Supporting Factors
The study identifies several
supporting factors, including:
·
Commitment of urban village officials
·
Clear bureaucratic structure
·
Support from the Malang City Population and
Civil Registration Office
·
Utilization of the Population Administration
Information System (SIAK) and Digital Population Identity (IKD)
5. Inhibiting Factors
The main obstacles include:
·
Unstable technological infrastructure
·
Limited human resources
·
Dependence on centralized systems
·
Data security risks within digital systems
The SWOT analysis also reveals potential threats of data misuse if digital systems are not properly managed.
Impact and Implications
The study confirms that digital transformation at the urban village level requires more than regulatory frameworks. Infrastructure readiness, staff training, network stability, and improved digital literacy among the community are essential. If technical obstacles can be resolved, population administration services have strong potential to become faster, more efficient, and capable of increasing public satisfaction. As emphasized by the authors, effective policy implementation requires continuous strengthening of communication, resources, and institutional capacity.
Author Profiles
- Ani Ade Putri Academic at STIA,
specializing in public policy and e-government implementation.
- Taher Alhabsy Lecturer at STIA, with expertise in public administration and governance.
- Alie Zainal Abidin Researcher at STIA, focusing on policy analysis and public service management.
Sumber Penelitian
Ani
Ade Putri, Taher Alhabsy, Alie Zainal Abidin.
Implementation of E-Government Policy in Population Administration Services (A
Study in Mojolangu Sub-District, Lowokwaru District, Malang City). International
Journal of Scientific Multidisciplinary Research (IJSMR),
Vol. 4, No. 1, pp. 1–20. 2026.
DOI: https://doi.org/10.55927/ijsmr.v4i1.835
URL: https://mryformosapublisher.org/index.php/ijsmr
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