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All Journal Jurnal Arajang Journal of Government and Politics (JGOP) Smart Society: Community Service and Empowerment Journal Kybernology : Journal of Government Studies Journal of Contemporary Local Politics
Putra, Muhammad Amril Pratama
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Arts Humanities Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : Smart Society: Community Service and Empowerment Journal

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Exploring Readiness for Implementing Citizen-Friendly Public Service Policy in Makassar Civil Registry Office Utami, Fitria; Hamrun, Hamrun; Putra, Muhammad Amril Pratama
Smart Society Vol. 5 No. 2 (2025): Smart Society
Publisher : FOUNDAE (Foundation of Advanced Education)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58524/smartsociety.v5i2.970

Abstract

Citizen-friendly public service has emerged as a crucial aspect of modern governance, emphasizing inclusivity, empathy, and efficiency. However, the readiness to implement such policies at the local government level, particularly within civil registration services, remains underexplored. This study aims to examine institutional, procedural, and human resource readiness for implementing a citizen-friendly public service policy at the Civil Registry Office of Makassar City. Using a qualitative descriptive approach, data were collected through in-depth interviews, non-participant observations, and document analysis. Findings reveal that while digital transformation initiatives such as the 'Kucata’ki' application have improved administrative efficiency, significant challenges persist in digital literacy, communication ethics, and public awareness. The study concludes that readiness for implementing citizen-friendly services requires not only technological preparation but also ethical, procedural, and collaborative foundations to ensure inclusivity and trust in public service delivery. The results provide valuable insights for developing a comprehensive implementation strategy for inclusive and human-centered public services in Indonesia.
Co-Authors Alim, Irwan Anriandi, Anriandi Feri, Feri Hamrun Hardi, Rudi Hartaman, Nursaleh Ismawati Ismawati Mayang Sari Mone, Ansyari Muhammad Fajar Muhammad Rusdi Nur Khaerah, Nur Nurjannah Nurjannah Utami, Fitria