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All Journal Socio-Economic and Humanistic Aspects for Township and Industry
Herlinda Reski
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Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media

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Digital Transformation in Civil Registration Services: An Effectiveness Evaluation of Bengkulu City’s Population and Civil Registration Office Toward Society 5.0 Muhamad Anggi Pratama; Ulan Deriana; Herlinda Reski
Socio-Economic and Humanistic Aspects for Township and Industry Vol. 3 No. 4 (2025): Socio-Economic and Humanistic Aspects for Township and Industry
Publisher : Tinta Emas Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59535/sehati.v3i4.619

Abstract

This study evaluates the effectiveness of Bengkulu City’s online civil registration services in 2025 by assessing five key indicators: ease of use, service speed, service quality, user satisfaction, and data security. Using a descriptive quantitative approach, data were collected through a structured survey administered to 37 users selected via simple random sampling. The findings indicate that Bengkulu City’s digital civil registration services fall within the “effective” category, with overall performance scores of 78–80 percent. High ratings for accessibility and clarity of instructions demonstrate that the platform is user-friendly and compatible with mobile devices, supporting broader technology adoption among younger, digitally literate users. However, challenges persist, particularly related to system stability, inconsistent processing times, limited responsiveness outside office hours, and concerns regarding personal data protection. These issues highlight gaps between front-end digital innovation and back-end organizational readiness. Despite these limitations, the digital system provides tangible benefits by reducing processing time, administrative burden, and service costs. The study concludes that sustainable digital transformation requires not only technological enhancement but also strengthened infrastructure, improved staff competencies, adaptive workflows, and robust data governance. The findings offer empirical insights that contribute to the literature on digital public administration and provide practical recommendations for enhancing the maturity and reliability of local-level e-government services.
Co-Authors Muhamad Anggi Pratama Ulan Deriana