ALYANING, LOLA (2026) INOVASI PELAYANAN PUBLIK PADA WEBSITE SOBAT DUKCAPIL DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Sobat Dukcapil (Online Tool for Complete Population and Civil Registration Administration) is a digital platform developed by the Population and Civil Registration Office of Tangerang City to facilitate administrative services for residents. However, there are still obstacles in its implementation, namely: a data gap between the number of residents required to have an ID card and the number of Sobat Dukcapil website users; secondly, a lack of transparency in service complaints and technical guidelines for using the Sobat Dukcapil website program; and finally, inconsistency among operators in running the Sobat Dukcapil website program. This study aims to determine the implementation of public service innovation through the Sobat Dukcapil website at the Population and Civil Registration Office of Tangerang City in digital-based population administration services. This research approach uses a qualitative research method with data collection techniques conducted through interviews, field observations, and documentation studies. This study uses Everett M. Rogers' theory, which consists of 5 characteristics of innovation, namely: relative advantage, compatibility, complexity, trialability, and observability. The results of the study show that the Sobat Dukcapil website provides easy access to services, time efficiency, and increases service transparency for the community. Therefore, the Tangerang City Population and Civil Registration Office needs to strengthen digital literacy, improve system stability and reliability, evaluate and develop innovations continuously, increase the capacity and competence of service apparatus, and strengthen regulations and governance of digital public services.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Sobat Dukcapil (Sarana Online Bantu Administrasi Tuntas Kependudukan dan Pencatatan Sipil) merupakan platform digital yang dikembangkan oleh Dinas Kependudukan Dan Pencatatan Sipil Kota Tangerang untuk mempermudah pelayanan administrasi bagi warga. Namun, dalam pelaksanaannya masih terdapat kendala yaitu: kesenjangan data antara jumlah penduduk wajib KTP dengan jumlah pengguna website Sobat Dukcapil, yang kedua terkait dengan kurangnya transparansi dalam pengaduan layanan serta panduan teknis penggunaan program website Sobat Dukcapil, dan yang terakhir terkait dengan inkonsistensi operator pelaksana dalam menjalankan program website Sobat Dukcapil. Penelitian ini bertujuan untuk mengetahui penerapan inovasi pelayanan publik melalui Website Sobat Dukcapil di Dinas Kependudukan dan Pencatatan Sipil Kota Tangerang dalam pelayanan administrasi kependudukan berbasis digital. Pendekatan penelitian ini menggunakan metode penelitian kualitatif dengan teknik pengumpulan data dilakukan melalui wawancara, observasi lapangan, dan studi dokumentasi. Penelitian ini menggunakan teori Everett M. Rogers yang terdiri dari 5 karaketristik inovasi yaitu: keunggulan relatif, kesesuaian, kerumitan, kemungkinan dicoba, dan kemudahan diamati. Hasil penelitian menunjukkan bahwa website Sobat Dukcapil memberikan kemudahan akses layanan, efisiensi waktu, serta meningkatkan transparansi pelayanan bagi masyarakat. Oleh karena itu, Disdukcapil Kota Tangerang perlu melakukan penguatan literasi digital, peningkatan stabilitas dan keandalan sistem, evaluasi dan pengembangan inovasi secara berkelanjutan, peningkatan kapasitas dan kompetensi aparatur pelayanan, serta penguatan regulasi dan tata kelola pelayanan publik digital. | |||||||||
| Uncontrolled Keywords: | Inovasi Pelayanan, Sobat Dukcapil, Kota Tangerang Service Innovation, Sobat Dukcapil, Tangerang City | |||||||||
| Subjects: | H Social Sciences > Public Administration H Social Sciences > H Social Sciences (General) |
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| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Mrs Lola Alyaning | |||||||||
| Date Deposited: | 05 Mar 2026 03:20 | |||||||||
| Last Modified: | 05 Mar 2026 03:20 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/58809 |
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