BOGOR, Indonesia — A study by Nanda Tria Rahmadani, Rita Rahmawati, and Irma Purnamasari of Universitas Djuanda has found that the SILOKA online population service system is highly effective in helping residents manage population administration digitally. Published in 2026 in the International Journal of Applied Research and Sustainable Sciences (IJARSS), the study analyzed services at the UPT Population and Civil Registration Office Region V Ciawi, using service data from 2025 and responses from 88 service users. The findings matter because digital population services are increasingly expected to make government administration faster, easier, and more accessible to the public.
The study found an overall effectiveness score of 4.81, placing SILOKA in the “very good” category across all five dimensions measured: productivity, service quality, efficiency, flexibility, and user satisfaction. At the same time, the researchers identified digital literacy, internet connectivity, technical disruptions, and high service demand as continuing challenges that need attention.
Growing Demand for Digital Population Services
Population administration is an essential government service because residents depend on documents such as identity cards, birth certificates, family cards, and child identity cards for access to various public services.
Indonesia's digital transformation has increasingly changed how these services are delivered. Instead of requiring residents to repeatedly visit government offices, online systems can allow applications and administrative processes to be handled remotely.
The scale of demand is particularly visible in the service area studied by the Universitas Djuanda researchers. Data from January through December 2025 recorded 47,476 population documents issued by UPT Disdukcapil Region V Ciawi.
KTP issuance accounted for the largest share, with 31,800 documents or 66.99 percent. Birth certificates followed with 9,502 documents or 20.01 percent, while Child Identity Cards (KIA) accounted for 6,174 documents or 13 percent.
These figures illustrate why the effectiveness of digital population administration matters. When large numbers of residents require administrative documents, even small improvements in processing time, accessibility, and accuracy can have a broad effect on public service delivery.
How the SILOKA Study Was Conducted
Rahmadani, Rahmawati, and Purnamasari used a quantitative descriptive approach to assess how users experienced SILOKA services.
This approach allowed the researchers to look beyond whether the system simply worked. They also examined whether SILOKA delivered services on time, provided understandable information, used resources efficiently, adapted to users' needs, and created a satisfactory experience for residents.
Five Areas Receive “Very Good” Ratings
The strongest overall assessment came from the quality dimension, which received a score of 4.85.
Respondents particularly valued the clarity of information provided through SILOKA. The indicator measuring whether website information was easy to understand received a score of 4.88, the highest individual score reported in the study. Respondents also gave high scores to the clarity of service instructions and the accuracy of the resulting documents.
The other dimensions also received strong evaluations:
- Productivity: 4.83 — SILOKA was considered capable of handling applications properly, reducing significant delays, and producing results within the expected timeframe.
- Efficiency: 4.80 — Users reported that the system helped shorten processing time and reduce administrative costs.
- Flexibility: 4.79 — The system was considered capable of adapting to user needs through updates and an easy-to-follow service process.
- Satisfaction: 4.78 — Users generally felt that SILOKA made population administration easier and improved access to services.
The combined score of 4.81 placed the overall effectiveness of SILOKA in the “very good” category. The researchers concluded that the system was able to support population administration through services that were fast, clear, accessible, and relatively efficient.
Digital Services Still Face Real-World Obstacles
Despite the positive assessment, the study highlights an important limitation: a digital government service can only be as accessible as the people and infrastructure supporting it.
Some residents still have difficulty following online service procedures because of limited digital literacy. Unstable internet connections can also interfere with data entry and document uploads.
Government employees face their own challenges. System disruptions or access delays can occasionally affect service delivery, while a high volume of applications requires officers to process documents accurately and quickly. Officers must also continuously adapt to system updates.
For this reason, the researchers recommend strengthening public outreach, improving system stability, providing helpdesk support, and increasing staff capacity through digital training. They also call for better internet infrastructure and regular monitoring and evaluation of digital public services.
What the Findings Mean for Public Services
The findings from Universitas Djuanda suggest that digital population administration can reduce the need for residents to repeatedly travel to government service offices. Online access can save time and costs while making administrative procedures easier to follow.
The researchers' findings also suggest that successful digital transformation depends on more than technology itself. In their assessment, SILOKA's effectiveness is supported by the combination of productive service delivery, clear information, efficient processes, system flexibility, and user satisfaction.
For policymakers and local governments, the study provides a practical message: maintaining an effective digital public service requires continuous investment in technology, human resources, digital literacy, and network infrastructure.
The researchers from Universitas Djuanda emphasize that these elements need to develop together if digital population services are to remain reliable and accessible to the wider community.
Author Profiles
Nanda Tria Rahmadani is the lead author and corresponding author of the article, affiliated with Universitas Djuanda. The published article does not state an academic degree for Rahmadani. Her research in this article focuses on population administration and digital public service effectiveness.
Rita Rahmawati, is a co-author affiliated with Universitas Djuanda. Her involvement in the article concerns public service effectiveness and population administration. The article identifies her as Supervisor I during the research process.
Irma Purnamasari, is a co-author from Universitas Djuanda, with research interests reflected in the article around public services and government administration. The publication identifies her as Supervisor II.
Research Source
Article: “The Effectiveness of the Online Population Services System (SILOKA)”
Authors: Nanda Tria Rahmadani, Rita Rahmawati, and Irma Purnamasari
Affiliation: Universitas Djuanda
Journal: International Journal of Applied Research and Sustainable Sciences (IJARSS)
Publication: Volume 4, No. 5, 2026, pp. 467–480
DOI: https://doi.org/10.59890/ijarss.v4i5.18
The article was published as an open-access paper in 2026.
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