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Pelayanan publik merupakan salah satu indikator penting dalam menilai kualitas penyelenggaraan pemerintahan. Dalam upaya mewujudkan tata kelola pemerintahan yang baik (good governance), Pemerintah Provinsi DKI Jakarta mengembangkan Sistem Pelayanan Terpadu Satu Pintu (PTSP) sebagai inovasi pelayanan yang terintegrasi dan berbasis digital. Penelitian ini bertujuan untuk menganalisis penerapan prinsip-prinsip good governance yang meliputi transparansi, akuntabilitas, responsivitas, efektivitas dan efisiensi, serta partisipasi pada Sistem Pelayanan Terpadu Satu Pintu (PTSP) DKI Jakarta. Penelitian menggunakan pendekatan kualitatif deskriptif dengan metode studi pustaka (library research). Data diperoleh melalui penelusuran jurnal ilmiah, peraturan perundang-undangan, laporan kinerja instansi pemerintah, dokumen resmi DPMPTSP Provinsi DKI Jakarta, serta berbagai sumber literatur yang relevan. Analisis data dilakukan menggunakan model interaktif Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa prinsip transparansi telah diterapkan melalui penyediaan berbagai kanal informasi dan pengaduan yang mudah diakses masyarakat. Prinsip akuntabilitas tercermin dari capaian kinerja organisasi yang seluruh indikatornya mencapai target dengan predikat sangat berhasil. Responsivitas diwujudkan melalui sistem pengelolaan pengaduan berbasis quick response. Efektivitas dan efisiensi terlihat dari tingginya indeks kepuasan masyarakat serta optimalisasi pelayanan berbasis digital. Sementara itu, prinsip partisipasi diwujudkan melalui pelibatan masyarakat dalam evaluasi pelayanan melalui Survei Kepuasan Masyarakat. Dengan demikian, penerapan prinsip-prinsip good governance pada PTSP DKI Jakarta secara umum telah berjalan dengan baik dan mendukung peningkatan kualitas pelayanan publik.

Penelitian ini bertujuan untuk menganalisis implementasi kebijakan retribusi Tempat Khusus Parkir (TKP) di kawasan Taman Apsari Kota Surabaya berdasarkan teori implementasi kebijakan George Edward III yang meliputi komunikasi, sumber daya, disposisi, dan struktur birokrasi. Penelitian ini menggunakan metode deskriptif kualitatif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi dengan melibatkan Dinas Perhubungan Kota Surabaya, juru parkir, dan pengguna jasa parkir. Hasil penelitian menunjukkan bahwa implementasi kebijakan retribusi parkir di kawasan Taman Apsari belum berjalan secara optimal. Pada aspek komunikasi, pemahaman masyarakat terhadap sistem pembayaran non-tunai masih terbatas. Pada aspek sumber daya, keterbatasan pengawasan, sumber daya manusia, dan kendala jaringan masih menjadi hambatan implementasi. Pada aspek disposisi, masih terdapat juru parkir yang lebih mengutamakan pembayaran tunai meskipun sistem pembayaran digital telah diterapkan. Sementara itu, pada aspek struktur birokrasi, koordinasi dan pengawasan antar pelaksana kebijakan masih perlu ditingkatkan. Oleh karena itu, diperlukan penguatan pengawasan, peningkatan kapasitas sumber daya manusia, serta optimalisasi sistem parkir digital guna meningkatkan efektivitas implementasi kebijakan retribusi parkir di Kota Surabaya.

ABSTRAK Perkembangan tata kelola digital di Indonesia mendorong berbagai instansi pemerintah, termasuk rumah tahanan negara (rutan), untuk mentransformasi sistem pelayanan publiknya melalui aplikasi berbasis digital. Rutan Kelas I Surabaya menginisiasi aplikasi RUSABAYA sebagai platform digital terintegrasi untuk mengelola pelayanan kunjungan tatap muka warga binaan. Penelitian ini bertujuan menganalisis optimalisasi aplikasi RUSABAYA dalam meningkatkan kualitas pelayanan kunjungan warga binaan, mengidentifikasi hambatan implementasi di lapangan, serta merumuskan rekomendasi strategis perbaikan layanan. Dengan menggunakan pendekatan kualitatif deskriptif melalui observasi partisipatif selama kegiatan magang, wawancara terbatas dengan petugas dan pengunjung, serta studi dokumentasi, penelitian ini menemukan bahwa RUSABAYA telah berkontribusi signifikan dalam meningkatkan efisiensi administrasi, transparansi, dan ketertiban pelayanan kunjungan. Aplikasi ini memungkinkan pendaftaran kunjungan secara daring, pengelolaan antrean digital melalui tiket berbasis kode QR, penjadwalan berbasis sesi dengan kuota 80 orang per sesi, serta fitur riwayat kunjungan yang lengkap. Namun, dua hambatan kritis teridentifikasi: aplikasi tidak tersedia di platform distribusi populer seperti Google Play Store dan Apple App Store, serta sosialisasi penggunaan aplikasi kepada masyarakat belum optimal sebagaimana tercermin dari ketiadaan petunjuk penggunaan di loket pelayanan. Temuan ini menegaskan bahwa efektivitas digitalisasi pelayanan publik tidak semata-mata ditentukan oleh kualitas teknis sistem, tetapi juga oleh aksesibilitas, dukungan literasi digital, dan komitmen institusional terhadap pelayanan yang inklusif.

Pelayanan perizinan merupakan salah satu aspek penting dalam penyelenggaraan pelayanan publik. Kota Batam memiliki dualisme kewenangan antara Pemerintah Kota Batam dan Badan Pengusahaan (BP) Batam dalam penyelenggaraan pemerintahan dan pelayanan perizinan. Tujuan penelitian ini untuk menganalisis dinamika politik lokal dalam penyelenggaraan pelayanan perizinan di Kota Batam serta mengkaji dampak dualisme kewenangan terhadap efektivitas pelayanan publik pada tahun 2025. Penelitian menggunakan pendekatan kualitatif dengan jenis penelitian studi kasus. Data yang digunakan merupakan data sekunder yang diperoleh melalui studi dokumentasi. Analisis data dilakukan menggunakan model Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa meskipun pemerintah telah melakukan penataan kewenangan melalui Peraturan Pemerintah Nomor 25 Tahun 2025 dan Peraturan Pemerintah Nomor 28 Tahun 2025, pelaksanaan pelayanan perizinan masih menghadapi tantangan berupa koordinasi antar lembaga, tumpang tindih kewenangan, dan belum optimalnya integrasi tata kelola antara Pemerintah Kota Batam dan BP Batam. Penelitian ini menyimpulkan bahwa penyelesaian dualisme kewenangan tidak cukup dilakukan melalui perubahan regulasi, tetapi memerlukan penguatan collaborative governance, pembagian kewenangan yang jelas, serta koordinasi kelembagaan yang lebih efektif guna meningkatkan kualitas pelayanan publik dan menciptakan kepastian hukum bagi masyarakat maupun investor.

Penelitian ini dilatarbelakangi oleh tuntutan peningkatan kualitas pelayanan publik melalui transformasi digital pada bidang perizinan di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kota Medan. Aplikasi SIPANDU dikembangkan sebagai inovasi pelayanan perizinan berbasis elektronik guna mewujudkan pelayanan yang efektif, efisien, transparan, dan akuntabel. Namun dalam pelaksanaannya masih ditemukan kendala teknis sistem, keterbatasan fitur pengaduan, serta belum meratanya kemampuan masyarakat dalam memanfaatkan layanan digital. Penelitian ini bertujuan untuk mengetahui dan menganalisis efektivitas aplikasi SIPANDU dalam meningkatkan layanan perizinan di DPMPTSP Kota Medan menggunakan metode penelitian kualitatif deskriptif. Data dikumpulkan melalui observasi, wawancara semi terstruktur, dan dokumentasi dengan melibatkan 13 informan yang terdiri dari pimpinan, pengelola sistem, dan masyarakat pengguna SIPANDU. Analisis data dilakukan menggunakan model interaktif Saldana yang meliputi reduksi data, penyajian data, serta penarikan kesimpulan dan verifikasi dengan bantuan perangkat lunak NVivo. Hasil penelitian menunjukkan bahwa aplikasi SIPANDU secara umum cukup efektif dalam meningkatkan layanan perizinan di DPMPTSP Kota Medan, terutama pada dimensi manfaat bersih, kepuasan pengguna, kualitas informasi, dan kualitas layanan, meskipun masih terdapat kelemahan pada dimensi kualitas sistem dan penggunaan, khususnya terkait kemudahan penggunaan, keandalan sistem, waktu respons, kelengkapan informasi, pemerataan penggunaan aplikasi, dan fitur pengaduan. Dengan demikian, SIPANDU telah memberikan kontribusi positif terhadap peningkatan pelayanan publik, namun masih memerlukan penyempurnaan teknis dan operasional agar pelayanan perizinan dapat berjalan lebih optimal. Kata Kunci: efektivitas, SIPANDU, pelayanan perizinan, DPMPTSP, pelayanan publik, e-government, sistem informasi

This study examines the effectiveness of the GOOL (Dukcapil Go Online) service in accelerating the issuance of birth certificates at the Population and Civil Registration Office of Probolinggo City. GOOL is a digital-based civil administration service innovation that allows residents to process civil documents without visiting the office in person. This study employed a descriptive qualitative method, with data collected through in-depth interviews, observation, and documentation. Effectiveness indicators were based on Campbell's (2014) theory, covering: program success, goal achievement, community satisfaction, and overall objective attainment. The findings indicate that the GOOL service is generally effective in expediting birth certificate issuance. Supporting factors include collaboration with healthcare facilities (Indonesian Midwives Association and hospitals), an integrated 3-in-1 service program, and adequate technological infrastructure. Inhibiting factors include technical difficulties during document uploads, unstable internet connections, and limited digital literacy among some residents.

This study aims to analyze the effectiveness of public services at the Samarinda Public Service Mall in realizing the principles of good governance. The methods used in this study are observation and direct interviews with agencies and community service users. Interviews were conducted with the Head of General Affairs and Personnel at the Samarinda City Investment and One-Stop Integrated Services Office and several community members who were processing administrative matters at the Samarinda MPP. The observation results indicate that the quality of service at the Samarinda MPP is classified as very good. Service staff and security personnel appear friendly, communicative, and responsive in assisting the community. The available service facilities are also quite complete and comfortable, thus supporting a more effective and organized public service process. The interview results indicate that the community is very satisfied with the services provided, both in terms of speed of service, ease of obtaining information, comfort of facilities, and the attitude of staff in assisting the community. In addition, services at the Samarinda MPP have implemented several principles of good governance such as effectiveness, efficiency, responsiveness, transparency, and equality of service. Based on the results of the study, it can be concluded that public services at the Samarinda MPP have been running well and are able to provide effective, humanistic services, and are oriented towards public satisfaction.

Population administration services are essential public services that fulfill the civil rights of the community. However, the process of changing Family Card (KK) data at the village level often faces problems, such as complicated procedures and limited access to services. With the development of information technology, village governments are required to implement digital-based service innovations through a digital governance approach. This study aims to evaluate the effectiveness of digital governance implementation in population administration services through the LAPAK SARAH application for Family Card data changes in Dayu Village, Nglegok District, Blitar Regency. The approach used in this study is descriptive qualitative with data collection techniques in the form of in-depth interviews, observation, and documentation. Research informants included village officials and community members as service users. The results showed that the use of the LAPAK SARAH application could improve the performance of population administration services, as indicated by faster service times, easier access, and increased service transparency and accountability. From a digital governance perspective, the role of village officials, cooperation with the Population and Civil Registration Office, and community participation improved service quality. However, this study also found obstacles such as limited digital literacy among the community, differences in village device capacity, and technical infrastructure constraints. The success of digital population administration services at the village level is not only determined by the use of technology, but also by the quality of governance and the readiness of the parties involved.

Program Makan Bergizi Gratis (MBG) merupakan salah satu kebijakan strategis pemerintah dalam upaya pemenuhan gizi masyarakat yang dilaksanakan melalui Satuan Pelayanan Pemenuhan Gizi (SPPG) sebagai penyedia layanan pangan. Dalam implementasinya, setiap SPPG diwajibkan memiliki sejumlah legalitas keamanan pangan, seperti Sertifikat Laik Higiene Sanitasi (SLHS), Hazard Analysis and Critical Control Point (HACCP), dan Sertifikat Halal guna menjamin mutu serta keamanan produk makanan yang didistribusikan kepada penerima manfaat. Namun demikian, masih ditemukan SPPG yang belum memenuhi persyaratan sertifikasi tersebut tetapi telah beroperasi dan ditetapkan sebagai penyedia layanan dalam Program MBG. Penelitian ini bertujuan untuk menganalisis bentuk inkonsistensi regulasi dalam sertifikasi keamanan pangan pada SPPG serta mengkaji dampaknya terhadap implementasi Program MBG. Penelitian ini menggunakan metode studi pustaka. Data penelitian diperoleh melalui studi dokumentasi terkait implementasi sertifikasi keamanan pangan pada SPPG. Hasil penelitian menunjukkan bahwa inkonsistensi regulasi terjadi akibat disharmoni kebijakan antar institusi, perbedaan standar operasional sertifikasi, lemahnya mekanisme validasi dan audit oleh Badan Gizi Nasional (BGN), serta seringnya pelanggaran administratif dan rendahnya penerapan sanksi. Kondisi tersebut berdampak pada rendahnya jaminan kualitas dan keamanan pangan, ketidakpastian standar kandungan gizi produk makanan, serta potensi kerugian bagi penerima manfaat, khususnya siswa, ibu menyusui, dan lansia. Penelitian ini menyimpulkan bahwa harmonisasi regulasi, standardisasi mekanisme sertifikasi, serta penguatan koordinasi dan konsistensi penerapan sanksi merupakan faktor penting dalam meningkatkan efektivitas sertifikasi keamanan pangan pada SPPG guna mendukung keberhasilan implementasi Program MBG secara berkelanjutan.

Penelitian ini menganalisis efektivitas hukum pelaksanaan lelang kendaraan dinas melalui Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) dalam memperkuat transparansi pengelolaan aset pemerintah. Permasalahan penelitian difokuskan pada bagaimana implementasi empiris mekanisme lelang berkontribusi, apakah pelaksanaan telah memenuhi Peraturan Menteri Keuangan, serta faktor kelembagaan yang memengaruhi efektivitasnya. Penelitian ini bertujuan mengkaji kesesuaian antara kerangka regulatif dan praktik administratif dalam pelaksanaan lelang kendaraan dinas. Penelitian hukum empiris serta pendekatan kualitatif diaplikasikan sebagai metode dengan melaksanakan wawancara dan studi dokumen di KPKNL Madiun. Hasil penelitian menunjukkan bahwa penerapan lelang elektronik meningkatkan transparansi prosedural melalui keterbukaan informasi, mekanisme yang terstandar, dan proses yang dapat ditelusuri. Namun, transparansi substantif masih dipengaruhi oleh kesiapan administrasi, koordinasi antar instansi, serta literasi digital masyarakat. Dengan demikian, lelang kendaraan dinas efektif secara prosedural, tetapi memerlukan penguatan kelembagaan guna mewujudkan tata kelola aset yang transparan dan akuntabel secara optimal.

This study examines the application of innovation in public services based on digital technology as a strategic approach to improve the effectiveness, efficiency, transparency, and overall quality of government services. The digitization of service delivery through e-government initiatives, smart governance frameworks, and various applications such as SEPP, E-Lapor, JAKI, and OpenSID has been proven to accelerate administrative processes, simplify complex bureaucratic procedures, and significantly expand public access to services. In addition, these digital platforms contribute to more inclusive and user-oriented public service systems. The purpose of this study is to analyze the effectiveness of technology in improving service delivery and to identify strategic steps that can be taken to address the challenges associated with service innovation in the public sector. Qualitative research methods were applied, utilizing data collection techniques through an extensive literature review of relevant academic and policy sources. The findings illustrate that technology-based innovation not only supports improved service performance but also strengthens accountability, responsiveness, and public participation in governance processes.

Community service is a form of implementation of the Tri Dharma of Higher Education which aims to make a real contribution to society through the application of science and technology. This activity was carried out to increase public understanding of the effectiveness of public information services managed by the Information and Documentation Management Officer (PPID) related to social empowerment programs at the Provincial Social Service. The method used in this service activity is a descriptive approach with observation, counseling, discussion, and documentation techniques. The results of the activity show that public information services have an important role in increasing information disclosure and making it easier for the public to obtain information about various social empowerment programs organized by the government. Through counseling and discussion activities, the community becomes more aware of the procedures for obtaining public information and the importance of information disclosure in supporting community participation. In addition, this activity also increases public awareness of the right to obtain information and encourages transparency and accountability in the implementation of public services. Thus, the effectiveness of public information services can support the creation of good governance.

This study aims to examine how to manage queues and service quality at Bank Bapas 69 Rejosari Cash Office (KK), especially given the limited number of staff and the absence of a formal queuing system. Using a qualitative descriptive approach with a descriptive case study method, data was collected through participatory observation and interviews during the internship period from January - March 2026 internship period. This study  shows that the queue system is not yet functioning properly, as evidenced by the large number of customers crowding around the service desk. This is mainly due to the difficulty elderly customers have in taking care of administrative matters at the Teller desk, as well as the excessively long credit consultation time at the Customer Service desk. It can be concluded that the effectiveness of service at PD BPR Bank Bapas 69 Magelang (Perseroda) Rejosari Cash Office is still hampered by suboptimal queue management. This tangible contribution is expected to shape a more orderly, clear, and time-efficient service process for Bank Bapas 69 KK Rejosari without having to incur significant costs for technology.

This study examines the effectiveness of the Jakarta Evolution (JakEVO) program in the implementation of online-based licensing services in South Jakarta, specifically for public transportation route licensing. The program was initiated as part of a public service reform effort aimed at improving accessibility, efficiency, and transparency in the licensing administration process. This study uses a qualitative descriptive approach with data collection techniques including in-depth interviews, field observations, and document studies, involving both the implementing officials at the South Jakarta UP PMPTSP and the public as service users. The findings indicate that JakEVO has positively contributed to the ease and flexibility of the licensing process, particularly in reducing the need for face-to-face interactions. However, its implementation has not yet been fully optimized due to several challenges, including limited program socialization, low digital literacy among the public, technical disruptions in the application system, and human resource capacity that is not fully adaptive to digital transformation. Additionally, the program's evaluation mechanism remains descriptive and lacks comprehensive quantitative performance indicators.

The Mapan Satria Program represents the Kediri City Government's commitment, through the Department of Transportation, to enhance public service quality in the bus transportation sector under the name Bus Satria; however, operational obstacles such as schedule unreliability and insufficient public information persist. This study aims to describe the effectiveness of the Mapan Satria Program managed by the Kediri City Department of Transportation commencing in 2023. Program effectiveness was analyzed based on Annas's (2017) seven indicators using a qualitative method with data collection through observation, interviews, and documentation. The analysis indicates that the Mapan Satria Program (Moda Angkutan Pelayanan Aman dan Nyaman Sarana Transportasi Kediri Bahagia) has not yet operated effectively. While aspects such as timeliness, work mechanisms, inter-agency cooperation, fund disbursement, and monitoring and evaluation have been implemented in accordance with regulations, others remain suboptimal, including limited human resources, service deviations, inadequate information updates, and low public utilization. Therefore, the author recommends optimizing the program by expanding socialization to the wider community, providing clear schedule information at bus stops to facilitate passengers, strengthening the operational monitoring and evaluation system, and imposing strict sanctions for deviations.

This study examines the effectiveness of the SIPELANDUKILAT program (Population Administration Service System for Border and Remote Areas) in improving population administration services in rural and remote areas of Tanjung Palas Timur District, Bulungan Regency, North Kalimantan Province. Using qualitative descriptive methods with an inductive approach, data were collected through interviews with 10 informants, direct observation, and documentation. The theoretical framework employs Siagian's (2011) effectiveness theory, assessed through four dimensions: human resources, funds, facilities and infrastructure; quantity and quality of services; time; and procedures. Findings indicate that the program has not yet reached full effectiveness, particularly due to the absence of specialized training for operators, inadequate facilities and infrastructure, and the transition from the distributed SIAK system to a centralized SIAK system that rendered offline recording equipment unusable. Supporting factors include qualified human resources, assistance from the Provincial Civil Registry Office, and high community participation. The study recommends that Bulungan Regency accelerate adaptation to the centralized SIAK system, improve facilities and infrastructure, and strengthen inter-agency cooperation to optimize population administration services in remote areas.

The Old Age Security (JHT) program is a form of employment social protection that aims to ensure the continuity of workers’ welfare after they are no longer productive. The high volume of JHT claims, particularly for wage earners, requires an effective service process and system. This study aimed to analyze the effectiveness of the process and system for submitting JHT claims for wage earners at BPJS Ketenagakerjaan Sikka Maumere Branch, as well as to identify obstacles and improvement efforts undertaken. The research method used was descriptive qualitative, with data collection techniques through observation, documentation, and interviews during the internship period. The results of the study show that the JHT claim submission process has followed the applicable standard operating procedures (SOP), both through online services (Lapak Asik and the Jamsostek Mobile (JMO) application) and offline services. However, the effectiveness of the system still faces various obstacles, including discrepancies in participant data, limited digital literacy among participants, and technical constraints in the online system. Improvement efforts have been carried out through increased socialization, participant assistance, and optimization of digital systems. This study concludes that the effectiveness of the JHT claim process and system at BPJS Ketenagakerjaan Sikka Maumere Branch is fairly effective, but still requires continuous improvement to enhance service quality and participant satisfaction.

Digital transformation in the health sector requires hospitals to improve service effectiveness through the use of Hospital Management Information Systems (HMIS). Berkah Pandeglang Regional General Hospital, as a regional hospital, still faces challenges in utilizing HMIS, such as limitations in infrastructure and user competence. This study aims to analyze the effect of SIMRS implementation and evaluation on the effectiveness of healthcare services. The research method uses a quantitative approach with a descriptive-verificative design. The research population consists of 278 healthcare workers, and 74 respondents were selected using proportionate stratified random sampling. Data were collected through closed questionnaires and analyzed using multiple linear regression to test the influence of variables. The results of the analysis show that the implementation and evaluation of SIMRS have a positive and significant effect on the effectiveness of health worker services. The most dominant components in implementation are the availability of hardware and human resource competence, while in evaluation, the most decisive aspects are the perception of usefulness and ease of use of the system. The conclusion of this study confirms that the success of SIMRS depends on the synergy between optimal implementation and systematic evaluation. Improvements in technological facilities, user training, and periodic monitoring are recommended to strengthen the effectiveness of health worker services at Berkah Pandeglang Regional General Hospital.

 Digital transformation in public service is an inevitable necessity in the era of modern governance. This study aims to analyze the effectiveness of the implementation of the Smart Civil Registration System (Smart System Dukcapil) in digital administrative services in Palangka Raya City as part of the national e-government initiative and the strengthening of electronic-based governance. The research employs a qualitative descriptive method, collecting data through in-depth interviews, direct observations, and document analysis of relevant regulations and the implementation of the system within the Department of Population and Civil Registration (Disdukcapil) of Palangka Raya City.The findings indicate that the implementation of the Smart System Dukcapil through applications such as the Sistem Informasi Dukcapil Oloh Itah (SI-DOI) and Digital Population Identity (IKD) has significantly improved efficiency, transparency, and data accuracy in population administration services. These digital innovations have streamlined bureaucratic processes, minimized physical interaction, and enhanced public satisfaction with administrative services. However, the system’s effectiveness is still constrained by challenges such as limited internet infrastructure in peripheral areas, low digital literacy among citizens, and inadequate technical capacity among civil servants in operating digital systems optimally. Theoretically, the implementation of the Smart System Dukcapil reflects the realization of good governance and smart governance principles through the integration of technology, bureaucratic reform, and community participation. This study recommends strengthening human resource capacity, expanding digital infrastructure, and promoting continuous public education to ensure system sustainability. Consequently, digital population administration in Palangka Raya has the potential to become an innovative, inclusive, and adaptive model for regional public service governance.

 Digital transformation in public service is an inevitable necessity in the era of modern governance. This study aims to analyze the effectiveness of the implementation of the Smart Civil Registration System (Smart System Dukcapil) in digital administrative services in Palangka Raya City as part of the national e-government initiative and the strengthening of electronic-based governance. The research employs a qualitative descriptive method, collecting data through in-depth interviews, direct observations, and document analysis of relevant regulations and the implementation of the system within the Department of Population and Civil Registration (Disdukcapil) of Palangka Raya City.The findings indicate that the implementation of the Smart System Dukcapil through applications such as the Sistem Informasi Dukcapil Oloh Itah (SI-DOI) and Digital Population Identity (IKD) has significantly improved efficiency, transparency, and data accuracy in population administration services. These digital innovations have streamlined bureaucratic processes, minimized physical interaction, and enhanced public satisfaction with administrative services. However, the system’s effectiveness is still constrained by challenges such as limited internet infrastructure in peripheral areas, low digital literacy among citizens, and inadequate technical capacity among civil servants in operating digital systems optimally. Theoretically, the implementation of the Smart System Dukcapil reflects the realization of good governance and smart governance principles through the integration of technology, bureaucratic reform, and community participation. This study recommends strengthening human resource capacity, expanding digital infrastructure, and promoting continuous public education to ensure system sustainability. Consequently, digital population administration in Palangka Raya has the potential to become an innovative, inclusive, and adaptive model for regional public service governance.