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All Journal SIMBOL : Jurnal Administrasi Publik dan Pemerintahan
Aisyawara Tri Auliyah
Universitas Djuanda
Arts Environmental Science Social Sciences Other

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Analisis Implementasi Pelayanan Publik Berbasis Digital Melalui Website SILOKA pada UPT Disdukcapil Wilayah V Ciawi Kabupaten Bogor Bella Aprilia; Aisyawara Tri Auliyah; Denny Hernawan
Jurnal Administrasi Publik dan Pemerintahan Vol. 5 No. 2 (2026): Vol. 5 No. 2 (2026): SIMBOL : Jurnal Administrasi Publik dan Pemerintahan
Publisher : LPPM STISIP IMAM BONJOL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55850/simbol.v5i2.456

Abstract

This study aims to analyze the implementation of digital public services through the Population and Civil Registration Online Service Information System (SILOKA) website at the Regional Office V of the Civil Registration and Population Office (UPT Disdukcapil) in Ciawi, Bogor Regency. This research employed a qualitative approach with a descriptive method. Data were collected through in-depth interviews with UPT operators, structured interviews with service users, observations, and documentation. The data were analyzed using the interactive model of Miles, Huberman, and Saldana, while the implementation was evaluated using Richard Heeks' Design-Reality Gap Model based on the seven ITPOSMO dimensions. The findings indicate that the implementation of the SILOKA website has performed well in terms of service processes, internal staff readiness, and management systems supporting the One Day Service policy. However, the implementation has not yet reached its full potential due to several challenges, including unstable internet connectivity and server disruptions, limited digital literacy among citizens, and insufficient public dissemination regarding the use of the SILOKA website. As a result, most citizens still prefer conventional face-to-face services rather than utilizing online services. Therefore, improvements in technological infrastructure, broader public outreach at the village level, and a more user-friendly website interface and features are necessary to optimize the implementation of digital public services.
Co-Authors Bella Aprilia Denny Hernawan