<![CDATA[The purpose of this study was to identify forms of electronic ID card (e-ID card) service innovation, analyze their effectiveness, and evaluate their impact on service quality and community satisfaction. The study employed a descriptive qualitative approach using primary data collected through in-depth interviews with key informants, including the Head of Population Registration Services, implementing staff, and community representatives who had used the services, as well as direct observations of the implementation of service innovations. Secondary data were obtained from official documents, articles, and relevant journals. Data collection techniques included semi-structured interviews, participant observation, and documentation. The findings indicated that e-ID card service innovation had transformed the previous service mechanism, in which residents were required to visit the Dinas Kependudukan dan Pencatatan Sipil (Disdukcapil) office directly to obtain queue numbers and wait approximately two weeks to one month for ID card issuance, a process that also created opportunities for illegal levies (pungli). Through the “CIREBON KATON DIGITAL” application, residents could obtain queue numbers electronically before visiting the Disdukcapil office, allowing the e-ID card issuance process to be completed on the same day. Once completed, the e-ID card could either be collected directly or delivered through Pos Indonesia. Overall, the findings demonstrated that e-ID card service innovation significantly improved service quality and contributed to the promotion of good governance and social inclusion in Cirebon Regency. These findings may also provide a useful reference for other local governments seeking to adopt digital population administration services, although broader public outreach and strengthened human resource capacity remain necessary to optimize implementation.]]>
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