Implementation of Digital Population Identity to Improve the Quality of Population Administration Services at the Serang City Population and Civil Registration Office (DISDUKCAPIL)

Abstract

The development of information technology has driven digital transformation in the provision of public services, including population administration services through the implementation of Digital Population Identity (IKD). However, the use of IKD still faces various obstacles, such as low digital literacy among the public, a lack of understanding of the benefits of IKD, and technical obstacles in the application activation process. This article aims to describe the implementation of IKD in improving the quality of population administration services at the Population and Civil Registration Office of Serang City, identify the obstacles encountered, and analyze its contribution to improving digital-based public services. Activities are carried out through an internship program using a community involvement, participatory, mentoring, and technology transfer approach. The main activities include population document verification, IKD activation assistance, resolving technical obstacles, document archiving, and service data recapitulation. Data were obtained through observation, informal interviews, documentation, field notes, and daily service recapitulation, then analyzed descriptively and qualitatively. The results of the activity demonstrated that direct mentoring improved public understanding of the IKD, facilitated successful application activation, reduced technical challenges, and supported more effective and efficient population administration services. This program contributed to strengthening the digital transformation of public services by increasing community engagement, utilizing digital technology, and continuously improving the quality of population administration services.