Inovasi Pelayanan dalam Penerbitan KTP Elektronik (E-KTP) di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Pidie

Abstract

Population administration services are an essential component of public service delivery, as they are directly related to the fulfillment of citizens’ administrative rights. Along with the increasing number of residents eligible for electronic identity cards (e-KTP) in Pidie Regency, the Department of Population and Civil Registration is required to provide more effective, efficient, and accessible services. This study aims to analyze service innovation in the issuance of electronic identity cards and examine public readiness to support the implementation of Digital Population Identity (IKD). This study employed a qualitative descriptive approach. Data were collected through observation, interviews, and documentation and analyzed using data reduction, data display, and conclusion drawing techniques. Muluk's Innovation Typology Theory was used to analyze service innovation, while Indrajit's E-Readiness Theory was applied to examine public readiness. The findings indicate that service innovation has been implemented through three dimensions: process innovation, method innovation, and system innovation. These innovations are represented by the Online Population Administration Service (Petaba On), Mobile Outreach Service (Jebol), and Digital Population Identity (IKD). The Jebol program has expanded service accessibility, particularly for residents in remote areas, while the implementation of IKD has increased the number of digital identity activations as part of the digital transformation of population administration services. From the E-Readiness perspective, the community demonstrates adequate technological infrastructure, basic digital literacy, and positive acceptance of service innovation. However, utilization of digital services still requires stronger public outreach, education, and assistance.