<![CDATA[Unequal access to population administration services remains a persistent governance challenge in Indonesia, especially for residents of remote and underserved areas, and it undermines the guarantee of legal identity mandated by SDG Target 16.9. In Badung Regency, about 14.7% of residents required to hold an identity card still lack complete population documents, which makes it urgent to understand why the Jemput Bola Program, an outreach service through which the Population and Civil Registration Office delivers administrative services directly to communities, performs unevenly across the regency. This study aims to analyze how the program is implemented across Badung’s contrasting urban and rural sub-districts using Edwards III’s policy implementation framework (communication, resources, disposition, and bureaucratic structure). A qualitative-dominant mixed-methods case study was applied: in-depth interviews with 23 purposively selected informants, field observation, and document review formed the core evidence, while a structured Likert-scale survey of 178 residents was embedded only to triangulate community perceptions. Findings show a 37.4% expansion in service coverage relative to the pre-program period, narrowing the access gap in previously underserved villages. Community satisfaction reached 87.4% (up from 74.2%) and turnaround time fell from 6.8 to 3.2 days, indicating that the program’s main value lies in relocating the point of service closer to residents. However, inconsistent SOP application, uneven officer training, and limited vehicles and connectivity continue to constrain equitable delivery, and the four dimensions operate as a coupled system rather than as independent factors.]]>
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