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The transformation of public services through information technology has become one of the government’s strategies to improve service quality for the community. The implementation of e-government enables public services to be delivered more effectively, efficiently, transparently, and with easier access. This study aims to analyze the transformation of public services through the implementation of e-government in the KLAMPID New Generation application at the Department of Population and Civil Registration of Surabaya City. The study employs a qualitative approach with a Case Study paradigm. Data were collected through interviews, observations, and documentation involving government officials and the public as service users. The research analysis uses the e-government development stage model proposed by Karen V. Layne and Jungwoo Lee, which includes the stages of presence, interaction, transaction, and transformation. The results indicate that the implementation of the KLAMPID New Generation application has supported the transformation of population administration services in Surabaya City. At the presence stage, the application provides digital information on population administration services. At the interaction stage, the system enables communication between the public and service providers through features such as notifications and service status monitoring. At the transaction stage, the public can submit service requests online by uploading required documents via the application system. Meanwhile, at the transformation stage, the KLAMPID New Generation application has integrated various population administration services into a single digital platform.

Digital transformation has become a central agenda in local governments seeking to improve the effectiveness, accessibility, and reliability of public service delivery, particularly in population administration services that constitute the legal foundation of citizenship. In Indonesia, the Surabaya City Government has implemented the Klampid New Generation (KNG) program as an integrated digital platform for population administration services, aiming to streamline civil registration processes, enhance service quality, and expand citizen access. Despite its technological ambition, the implementation of digital population administration services continues to face persistent challenges related to administrative capacity, especially at the municipal level where services are operationalized and directly experienced by citizens. This issue raises an urgent academic and practical question regarding how administrative capacity shapes the performance and sustainability of digital public services within the broader digital government transformation. This article aims to synthesize and critically evaluate the existing scholarly literature on administrative capacity in the implementation of digital population administration services, with analytical relevance to the KNG program in Surabaya City Government. Employing an integrative literature review design, the study systematically examines peer-reviewed journal articles published between 2021 and 2025, retrieved from Scopus, DOAJ, Google Scholar, and SINTA databases. Articles were selected based on predefined inclusion and exclusion criteria and analyzed using thematic and conceptual synthesis techniques. The review identifies key dimensions of administrative capacity that consistently influence digital service implementation, including institutional and organizational arrangements, human resource competence, technological and infrastructural readiness, regulatory and procedural alignment, inter-organizational coordination, and the role of street-level bureaucrats in frontline service delivery.

This research evaluates the user experience of KLAMPID New Generation, which is a digital service managed by DISPENDUKCAPIL Surabaya City. Evaluation is carried out using the User Experience Questionnaire method to measure the attractiveness, perspicuity, efficiency, dependability, stimulation, and novelty of the application. The analysis result show that this application has a good value and shows positive evaluation on all scales, on the perspicuity scale it has a mean value of 1.69 and benchmark is “above average”, the efficiency scale has a mean value of 1.68 and the benchmark is “good”, the attractiveness scale has a mean values of 1.63 and the benchmark is “good”, the dependability scale has a mean value of 1.50 and the benchmark is “good”, the stimulation scale has a mean value of 1.48 and the benchmark is “good”, and the novelty scale has a mean value of 1.24 and the benchmark is good. This evaluation show that KLAMPID New Generation has been successful in meeting needs and providing a positive user experience. The implication of this research is to sustain strengths and enhance features, ensuring the service remains innovative, user-friendly, and supportive of improved public service delivery.  

In Indonesia, there are still many residents who still lack understanding of the administration of population administration. This research aims to examine the population administration management system in Alun-Alun Contong Village, Surabaya. With a focus on the implementation of digital information technology in population data management. The research methods used include direct observation and interviews with village officials. The results showed that Alun-Alun Contong Village has implemented a digitalization system through the Klampid New Generation (KNG) application, which makes it easier for residents to take care of population documents. However, there are still obstacles such as the lack of socialization to the community and limited access to technology for some residents. The conclusion of this research is that there is a need for increased socialization, training for village officials, and improved technological infrastructure to support a more efficient and inclusive administrative system. This research is expected to be a reference for local governments in an effort to improve the quality of population administration services in urban village areas

Surabaya, one of the major cities in Indonesia, has shown progress in the implementation of e-government, particularly in the field of population services. The Surabaya City Government has developed the Klampid New Generation application to make it easier for the community to manage population administration online. The implementation of e-government in Surabaya is based on regional regulations that provide a strong legal basis for developing digital population services. The development of the Klampid New Generation application is a manifestation of the Surabaya City Government's commitment to realizing digital transformation in the field of population administration.

Implementation of Klampid New Generation (KNG) as an innovation in population administration services in the city of Surabaya. KNG is an online website that facilitates the management of population documents online, such as ID cards, family cards, birth certificates, and others. Through the Internship and Independent Study Certificate (MSIB) program, researchers were directly involved as Population Administration Service Assistants at the Surabaya City Village Office. Observations and active participation were carried out to collect primary data from village officials and the community. The research results show that although KNG is intended to facilitate independent document management, many residents still prefer to use village office services. This is due to a lack of socialization and public understanding about the use of KNG. In addition, there are also obstacles such as limited facilities and infrastructure in the village office that can hinder service performance. This research recommends the need for more intensive socialization and assistance to the community, as well as improving facilities at the village office to optimize the implementation of KNG in creating better population administration order in the city of Surabaya.

E-Government and Digital Governance serve as crucial foundations in the transformation of public services, leveraging information and communication technology. The primary focus is to provide easy and efficient access for the community. Through innovations such as the "Jemput Bola Administrasi Kependudukan" (Administration Retrieval Initiative) within the Kalimasada program, the Surabaya city government expedites administrative processes by utilizing the Klampid New Generation (KNG) website. This research aims to optimize this innovation in the Wonorejo Rungkut sub-district of Surabaya. Standards of public service regulated by laws serve as benchmarks for enhancing service quality, covering procedures, processing time, costs, service offerings, infrastructure, and staff competencies. The research findings indicate that service procedures run smoothly, processing times are relatively fast, services are provided free of charge, service offerings include various citizenship documents, and infrastructure is adequate. This innovation reflects the integration of technology into governance, accelerating and streamlining public administration processes.

E-Government and Digital Governance serve as crucial foundations in the transformation of public services, leveraging information and communication technology. The primary focus is to provide easy and efficient access for the community. Through innovations such as the "Jemput Bola Administrasi Kependudukan" (Administration Retrieval Initiative) within the Kalimasada program, the Surabaya city government expedites administrative processes by utilizing the Klampid New Generation (KNG) website. This research aims to optimize this innovation in the Wonorejo Rungkut sub-district of Surabaya. Standards of public service regulated by laws serve as benchmarks for enhancing service quality, covering procedures, processing time, costs, service offerings, infrastructure, and staff competencies. The research findings indicate that service procedures run smoothly, processing times are relatively fast, services are provided free of charge, service offerings include various citizenship documents, and infrastructure is adequate. This innovation reflects the integration of technology into governance, accelerating and streamlining public administration processes.

Internship is one component of the learning process in the Bachelor of Public Administration (S1) Study Programme of FISIP UNTAG Surabaya. With the development of MBKM- Merdeka Learning Independent Campus, one of which is MSIB Internships and Certified Independent Study is one of the Independent Campus programmes designed to ensure students get the main, best, and most up-to-date skills and competencies to face the world of the future. The Population and Civil Registration Office of Surabaya City is the place for internship implementation. This programme covers many programmes in population administration and civil registration. Students have the opportunity to choose and seek experience that suits their major on their campus. The researcher will discuss the Kalimasada programme (Kawasan Lingkungan Masyarakat Sadar Administrasi Kependudukan) in this MBKM Dispendukcapil Surabaya internship programme. Kalimasada is one of the Surabaya City Dispendukcapil's programmes to pioneer the creation of an orderly environment/village for civil registration by increasing the number of people who are aware of civil registration. The Population Administration Aware Community Neighbourhood Area (Kalimasada) program is designed to help Surabaya residents get more organised and effective population administration services. Klampid New Generation (KNG) is a platform site where people can access services such as birth certificates, moving in, moving out, and death certificates.

Public services related to Population Administration are something that the Government must pay attention to its development considering that effective and efficient public services are one of the driving factors for governance, so that innovation is needed in improving the quality of public services. Kelurahan which is an administrative government unit which is only an extension of the city government. Gayungan Village is one of the Village Offices in Surabaya City that implements innovative electronic-based administrative services as a means of managing population administration. Klampid New Generation, which is an online-based application page that can be a solution to problems related to the complicated and lengthy process of managing population documents as a result of the poor performance of public services. In this study, an analysis of the level of effectiveness and efficiency of the use of KNG as a form of improving public services, especially in the Gayungan Village, Surabaya City, was carried out from the many requests submitted and an analysis of the performance of public services was also carried out based on the use of e-government. Using qualitative methods and direct observation based on existing services in the Gayungan Village within a period of four months. The results of this study are that Klampid New Generation as a population administration management service can be said to be successful in its implementation including effectiveness and efficiency in Gayungan Village.