Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
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All Journal International Journal of Humanities and Social Sciences Reviews Dynamics Social : International Journal of Social Sciences and Communication
Dimas Rahmatullah
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Humanities Languange, Linguistic, Communication & Media Social Sciences

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Administrative Capacity in the Implementation of Digital Population Administration Services: A Literature Review of the KNG Program in Surabaya City Government Dimas Rahmatullah; Amirul Mustofa; Sarwani Sarwani; Dian Ferriswara
Dynamics Social : International Journal of Social Sciences and Communication Vol. 2 No. 1 (2026): International Journal of Social Sciences and Communication
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/dynamicssocial.v2i1.262

Abstract

Digital transformation has become a central agenda in local governments seeking to improve the effectiveness, accessibility, and reliability of public service delivery, particularly in population administration services that constitute the legal foundation of citizenship. In Indonesia, the Surabaya City Government has implemented the Klampid New Generation (KNG) program as an integrated digital platform for population administration services, aiming to streamline civil registration processes, enhance service quality, and expand citizen access. Despite its technological ambition, the implementation of digital population administration services continues to face persistent challenges related to administrative capacity, especially at the municipal level where services are operationalized and directly experienced by citizens. This issue raises an urgent academic and practical question regarding how administrative capacity shapes the performance and sustainability of digital public services within the broader digital government transformation. This article aims to synthesize and critically evaluate the existing scholarly literature on administrative capacity in the implementation of digital population administration services, with analytical relevance to the KNG program in Surabaya City Government. Employing an integrative literature review design, the study systematically examines peer-reviewed journal articles published between 2021 and 2025, retrieved from Scopus, DOAJ, Google Scholar, and SINTA databases. Articles were selected based on predefined inclusion and exclusion criteria and analyzed using thematic and conceptual synthesis techniques. The review identifies key dimensions of administrative capacity that consistently influence digital service implementation, including institutional and organizational arrangements, human resource competence, technological and infrastructural readiness, regulatory and procedural alignment, inter-organizational coordination, and the role of street-level bureaucrats in frontline service delivery.
Public Service Transformation Through E-Government in the Klampid New Generation Application at the Department of Population and Civil Registration of Surabaya City Dimas Rahmatullah; Amirul Mustofa; Sarwani Sarwani; Dian Ferriswara
International Journal of Humanities and Social Sciences Reviews Vol. 3 No. 2 (2026): May: International Journal of Humanities and Social Sciences Reviews
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijhs.v3i2.612

Abstract

The transformation of public services through information technology has become one of the government’s strategies to improve service quality for the community. The implementation of e-government enables public services to be delivered more effectively, efficiently, transparently, and with easier access. This study aims to analyze the transformation of public services through the implementation of e-government in the KLAMPID New Generation application at the Department of Population and Civil Registration of Surabaya City. The study employs a qualitative approach with a Case Study paradigm. Data were collected through interviews, observations, and documentation involving government officials and the public as service users. The research analysis uses the e-government development stage model proposed by Karen V. Layne and Jungwoo Lee, which includes the stages of presence, interaction, transaction, and transformation. The results indicate that the implementation of the KLAMPID New Generation application has supported the transformation of population administration services in Surabaya City. At the presence stage, the application provides digital information on population administration services. At the interaction stage, the system enables communication between the public and service providers through features such as notifications and service status monitoring. At the transaction stage, the public can submit service requests online by uploading required documents via the application system. Meanwhile, at the transformation stage, the KLAMPID New Generation application has integrated various population administration services into a single digital platform.
Co-Authors Amirul Mustofa Ferriswara, Dian Sarwani Sarwani