PENERAPAN E-GOVERNMENT DALAM LAYANAN ADMINISTRASI KEPENDUDUKAN (STUDI KASUS INOVASI PAKTUWA DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MAGETAN)

IMPLEMENTATION OF E-GOVERNMENT IN POPULATION ADMINISTRATION SERVICES (CASE STUDY OF PAKTUWA INNOVATION IN THE POPULATION AND CIVIL REGISTRATION SERVICE OF MAGETAN REGENCY)

Perkembangan teknologi informasi mendorong pemerintah untuk meningkatkan kualitas pelayanan publik melalui penerapan e-government yaitu, inovasi Pelayanan Administrasi Kependudukan Tutul WhatsApp (PAKTUWA) yang dikembangkan oleh Dinas Kependudukan dan Pencatatan Sipil Kabupaten Magetan. Penelitian ini bertujuan untuk menganalisis penerapan e-government dalam layanan administrasi kependudukan melalui inovasi PAKTUWA serta dampaknya terhadap kualitas pelayanan administrasi kependudukan. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan lokasi penelitian di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Magetan. Subjek penelitian meliputi pejabat struktural dan masyarakat pengguna layanan. Data diperoleh dari sumber primer dan sekunder melalui wawancara, observasi, dan dokumentasi. Sedangkan teknik analisis data dilakukan melalui reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa penerapan e-government dalam layanan administrasi kependudukan melalui inovasi PAKTUWA telah berjalan cukup baik berdasarkan indikator support, capacity, dan value. Aspek support dari adanya dukungan kebijakan dan komitmen kelembagaan dalam pengembangan layanan administrasi kependudukan berbasis digital. Aspek capacity ditunjukkan melalui ketersediaan sumber daya manusia, pemanfaatan teknologi informasi, penggunaan Sistem Informasi Administrasi Kependudukan (SIAK), serta sistem antrian online. Aspek value terlihat dari meningkatnya kemudahan akses layanan, efisiensi waktu pelayanan, dan kepuasan masyarakat. Meskipun demikian, pelaksanaan inovasi PAKTUWA masih menghadapi keterbatasan berupa literasi digital masyarakat, sosialisasi layanan yang perlu ditingkatkan, keterbatasan sumber daya manusia dalam menangani volume permohonan yang tinggi, serta kendala teknis terkait gangguan jaringan dan stabilitas sistem SIAK, sehingga diperlukan penguatan kapasitas aparatur, perluasan sosialisasi layanan, dan pengembangan sistem layanan digital yang lebih terintegrasi guna mendukung keberlanjutan serta peningkatan kualitas pelayanan administrasi kependudukan.

Kata kunci: e-government, pelayanan publik, administrasi kependudukan, Inovasi PAKTUWA

The development of information technology has encouraged the government to improve the quality of public services through the implementation of e-government, namely the Population Administration Service through WhatsApp (PAKTUWA) innovation developed by the Department of Population and Civil Registration of Magetan Regency. This study aims to analyze the implementation of e-government in population administration services through the PAKTUWA innovation and its impact on the quality of population administration services. This research employed a descriptive qualitative approach and was conducted at the Department of Population and Civil Registration of Magetan Regency. The research subjects included structural officials and service users. Data were obtained from primary and secondary sources through interviews, observations, and documentation, while data analysis techniques were carried out through data reduction, data presentation, and conclusion drawing. The results indicate that the implementation of e-government in population administration services through the PAKTUWA innovation has been implemented fairly well based on the support, capacity, and value indicators. The support aspect is reflected in policy support and institutional commitment to developing digital-based population administration services. The capacity aspect is demonstrated by the availability of human resources, the utilization of information technology, the use of the Population Administration Information System (SIAK), and an online queue system. The value aspect is reflected in improved service accessibility, time efficiency, and public satisfaction. Nevertheless, the implementation of the PAKTUWA innovation still faces several limitations, including limited digital literacy among the community, the need to enhance service socialization, limited human resources in handling high service demand, as well as technical constraints related to network disruptions and system stability. These conditions indicate the importance of strengthening staff capacity, expanding service outreach, and developing more integrated digital service systems to support sustainability and improve the quality of population administration services.

Keywords: e-government, public service, population administration, PAKTUWA innovation