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All Journal SIMBOL : Jurnal Administrasi Publik dan Pemerintahan
Ichsan Kabullah
STISIP Imam Bonjol
Arts Environmental Science Social Sciences Other

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TRANSFORMASI DIGITAL LAYANAN PUBLIK: EFEKTIVITAS PENGGUNAAN APLIKASI MARAWA DALAM ADMINISTRASI KEPENDUDUKAN DI KABUPATEN SOLOK Bobi Rizki Ananda; Ria Ariany; Bunga Bhakti Tama; Roni Ekha Putera; Ichsan Kabullah
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.v5i2.485

Abstract

This study examines the digital transformation of public services through the effectiveness of the Marawa application, a WhatsApp-based innovation used by the Population and Civil Registration Office (Disdukcapil) of Solok Regency to deliver population administration documents. Using a qualitative descriptive approach with interviews, documentation, and field observation, the study applies the organizational effectiveness theory of goal attainment, integration, and adaptation to assess the application's performance. The findings show that Marawa, together with its complementary innovations (Marawa Nagari, Stempel Cap Pos, One For Eleven, and Predator), remains effective at present, as reflected in Solok Regency's ranking as the top-performing regency in Sumatra and 21st nationally in the 2024 Ombudsman public service compliance assessment, as well as the Pelayanan Prima award from the Ministry of Administrative and Bureaucratic Reform in 2024. The service continues to expand in reach and integration, although challenges remain in network reliability, public socialization, and the absence of permanent regulation.
Co-Authors Bobi Rizki Ananda Bunga Bhakti Tama Ria Ariany Roni Ekha Putera