Electronic Theses and Dissertation

ABSTRAK

Pelayanan publik memegang peranan penting dalam mendukung kemudahan administrasi bagi masyarakat. Seiring perkembangan teknologi, berbagai inovasi digital terus dihadirkan untuk meningkatkan kualitas layanan, salah satunya adalah penerapan aplikasi Identitas Kependudukan Digital (IKD) oleh Dinas Kependudukan dan Pencatatan Sipil Kota Banda Aceh. Aplikasi ini dirancang untuk mempermudah akses masyarakat terhadap dokumen kependudukan secara digital, seperti KTP-el dan Kartu Keluarga, tanpa harus membawa dokumen fisik ke kantor layanan. Penelitian ini bertujuan untuk menganalisis secara mendalam evaluasi penerapan serta hambatan dan tantangan dari aplikasi IKD sebagai bentuk transformasi digital pelayanan administrasi kependudukan. Metode penelitian pendekatan deskriptif kualitatif. Hasil penelitian menunjukkan bahwa penerapan IKD memberikan dampak positif terhadap efektivitas dan efisiensi layanan administrasi kependudukan, serta memudahkan masyarakat dalam mengakses dokumen secara digital tanpa ketergantungan pada berkas fisik. Evaluasi berdasarkan enam indikator utama menunjukkan bahwa meskipun terdapat beberapa kendala teknis seperti keterbatasan server dan jumlah petugas, aplikasi IKD telah memenuhi kebutuhan dasar masyarakat dan terus dikembangkan secara terintegrasi. Faktor pendukung seperti infrastruktur digital, integrasi dengan database nasional, serta komitmen aparatur menjadi kunci keberhasilan program ini. Sementara itu, program sosialisasi dan jemput bola berbasis digital menjadi solusi dalam menjangkau kelompok rentan. Dengan demikian, sinergi antara kesiapan teknologi, kualitas sumber daya manusia, dan pendekatan pelayanan yang inklusif menjadi penentu utama keberlanjutan dan kesuksesan IKD di Banda Aceh.

Kata Kunci : Evaluasi, Penerapan, Aplikasi Identitas Kependudukan Digital, Pelayanan Publik

ABSTRACT Public services play an important role in supporting administrative convenience for the community. With the development of technology, various digital innovations continue to be introduced to improve service quality, one of which is the implementation of the Digital Identity Card (IKD) application by the Banda Aceh City Population and Civil Registration Office. This application is designed to simplify public access to digital population documents, such as the Electronic ID Card (KTP-el) and Family Card, without the need to bring physical documents to the service office. This study aims to conduct an in-depth analysis of the evaluation of the implementation, as well as the challenges and obstacles faced by the IKD application as a form of digital transformation in population administration services. The research method employed is a descriptive qualitative approach. The research results indicate that the implementation of IKD has had a positive impact on the effectiveness and efficiency of population administration services, as well as making it easier for the public to access documents digitally without relying on physical files. An evaluation based on six main indicators shows that despite some technical challenges such as server limitations and the number of staff, the IKD application has met the basic needs of the public and continues to be developed in an integrated manner. Supporting factors such as digital infrastructure, integration with the national database, and the commitment of officials are key to the success of this program. Meanwhile, digital-based outreach and socialization programs are solutions for reaching vulnerable groups. Thus, the synergy between technological readiness, human resource quality, and an inclusive service approach is the main determinant of the sustainability and success of the IKD in Banda Aceh. Keywords: Evaluation, Implementation, Digital Identity Application, Public Services