TRANSFORMASI PELAYANAN PUBLIK: MEWUJUDKAN INOVASI DAN EFISIENSI DI KANTOR DUKCAPIL KABUPATEN MERAUKE

Rolland Wileams Simatauw, Franky Malau

Sari


Penelitian ini mengevaluasi efektivitas inovasi pelayanan administrasi kependudukan di Dukcapil Kabupaten Merauke serta merumuskan strategi berbasis teknologi dan partisipasi masyarakat untuk meningkatkan aksesibilitas, efisiensi, dan inklusivitas layanan di daerah terpencil. Menggunakan pendekatan kualitatif dengan metode studi kasus, penelitian ini menganalisis kualitas pelayanan publik melalui wawancara mendalam, observasi partisipatif, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa digitalisasi sistem layanan dan program jemput bola telah meningkatkan efisiensi proses administrasi, mengurangi antrean, serta meningkatkan kepuasan masyarakat. Namun, beberapa tantangan masih dihadapi, seperti keterbatasan infrastruktur digital, kesiapan sumber daya manusia, serta kendala teknis dalam operasional sistem daring. Analisis data dilakukan melalui reduksi, penyajian, dan penarikan kesimpulan yang didukung oleh strategi triangulasi untuk menjamin keabsahan temuan. Penelitian ini merekomendasikan penguatan infrastruktur digital, peningkatan kompetensi aparatur, serta kolaborasi antara pemerintah daerah, masyarakat, dan sektor swasta untuk mendukung keberlanjutan inovasi layanan kependudukan. Dengan demikian, transformasi pelayanan administrasi kependudukan yang lebih inklusif dan berkelanjutan dapat terwujud, menjamin kemudahan akses bagi seluruh masyarakat, termasuk di wilayah terpencil.

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DOI: http://dx.doi.org/10.25157/dak.v12i1.18182

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