<![CDATA[This innovation offers an active and responsive approach by targeting marginalized groups such as the elderly, people with disabilities, and individuals with mental disorders in Bima City. The service covers the basic administrative processes of registration and issuance, as well as the on-site distribution of population documents. The purpose of this study is to examine how inclusive services function as a public service innovation for the vulnerable population in Bima City and how effective the program is in ensuring equal access to identity. Despite advances in digital facilities, challenges remain that hinder biometric data recording and document issuance. This qualitative study uses observation, interviews, and documentation. Data analysis includes data collection, presentation, reduction, and conclusion/verification. The limitation of this study is the difficulty in communicating with persons withdisabilities and individuals with mental disorders. The findings show that an identity document can be issued after biometric recording is complete. However, civil registration services in Bima City still face significant difficulties, especially in reaching vulnerable groups. Technical problems, such as unstable internet or power outages, are serious obstacles. Social and cultural factors, such as people’s unwillingness to participate due to health concerns, also contribute to delays in service delivery.]]>
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