Jimur, Dorotea Febriani (2022) PELAYANAN BERBASIS ONLINE DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA MALANG (Studi Implementasi Sistem Informasi Aplikasi Pelayanan Elektronik (SIAPEL) Pada Layanan Pencatatan Kelahiran Di Dinas Kependudukan Dan Pencatatan Sipil Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

The background of this study comes from information in social media account (Instagram) of the Regional Population and Civil Registry Office of Malang Municipality about problems in the implementation of SIAPEL (Information System of Electronic Service Application). Besides that, many people comment on the Instagram account to complain the SIAPEL error, late response of the officer, and questions about the procedure and requirements of SIAPEL. Concerning these problems, the researcher wants to make a research on the implementation of SIAPEL, especially at the birth registration service.
This study aims to analyze and describe both the implementation and the supporting and obstacle factors of SIAPEL. The result of this study may can give some update and upgrade matters on the quality of electronic public service in the Regional Population and Civil Registry Office of Malang Municipality. Besides that, the result of this study may be able to help giving some notions and theories of e-governance in public service by application or other technologies.
The kind of this study is qualitative descriptive, using the theory of implementation Edwar III, such as communication, resources, disposition, and bureaucratic structure with each indicators. This study takes place in the Regional Population and Civil Registry Office of Malang Municipality. The informants of this study are the officers of Civil Registration and Manager of Civil Administration Information (PIAK) and data user of the Regional Population and Civil Registry Office of Malang Municipality.
The result of this study shows the implementation process of SIAPEL (Information System of Electronic Service Application). In term of communication, there is a good socialization and coordination of policy at the level of officer. However, many people do not know the procedure and requirements of SIAPEL. Besides that, in term of resources, there is no problem both in human resources, financial and infrastructure. In term of disposition, the knowledge and understanding of the officer have support the implementation of SIAPEL. In term of bureaucratic structure, there are good service procedure and division of tasks that support the SIAPEL. On the other hand, one of the supporting factors of the implementation SIAPEL is the pandemic situation that restricts people activity, so that they use application in all matters of civil administration. Besides that, the good human resources of the officers support the electronic service of public administration. On the other hand, the obstacle factor of SIAPEL is the low internet service that makes application work late.

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