<![CDATA[This research is motivated by the ongoing problem of queues in population administration services even though the E-SPASI (Electronic Queue Registration System Via SMS) program has been implemented by the Population and Civil Registration Office of the City of Bandung since 2016. The research gap was identified because previous studies on similar digital innovations in population administration generally only examined one stakeholder perspective and rarely integrated the perspectives of policy makers, technical implementers, system managers, and service users at the same time. This study aims to analyze the implementation of E-SPASI using the theory of Rogers Innovation Diffusion (2003), including relative advantage, compatibility, complexity, trialability, and observability. The method used is qualitative descriptive, with data obtained through in-depth interviews with the Head of Service, service staff, system managers, and the service user community, supported by observation and documentation. The results of the study show that E-SPASI provides real benefits in the form of ease of registration, efficiency of waiting times, and service effectiveness, and has adapted to technological developments through the switch from SMS to WhatsApp. However, its implementation still faces dependence on third-party technical infrastructure, limited access for digitally vulnerable groups, limited daily quotas, and uneven socialization. As a novelty, this multi-stakeholder analysis reveals that the main obstacle to innovation lies not in the complexity of the system, but in the reliability of technical infrastructure and the dissemination of official information that is not yet optimal.]]>
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