ANALISIS IMPLEMENTASI E-GOVERNMENT DALAM MENINGKATKAN KINERJA PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA DENPASAR TAHUN 2023–2025

Abstract

Digital transformation in public services has encouraged local governments to develop service systems that are faster, more accessible, and more efficient. This phenomenon can be observed at the Department of Population and Civil Registration of Denpasar City, which developed various digital service channels while maintaining mobile outreach services during 2023–2025. This study aims to analyze the implementation of e-government in improving public service performance at the Department of Population and Civil Registration of Denpasar City. The study employs a descriptive qualitative method using documentation and secondary data analysis derived from performance reports, policy documents, and official information on population administration service innovations. The analysis covers service channel diversification, performance achievement, budget efficiency, accessibility, data integration, and organizational capacity. The findings show that e-government implementation is carried out through Taringdukcapil, the Anjungan Dukcapil Mandiri (ADM), and JB Pelangi. This implementation has been accompanied by an increase in population and civil registration document ownership coverage from 99.34% in 2023 to 99.79% in 2024, while maintaining the Public Service Index at an A category. However, challenges remain, particularly digital literacy gaps and the need to strengthen cross-agency data integration. Therefore, e-government has contributed positively to public service performance, but its development needs to become more inclusive and integrated.

Keywords: e-government, public services, population administration, digitalization, Denpasar City