ANALISIS EFEKTIVITAS IMPLEMENTASI IDENTITAS KEPENDUDUKAN DIGITAL (IKD) PADA PELAYANAN PUBLIK DI KOTA BENGKULU

Abstract

Digital transformation in public services has encouraged governments to introduce technology-based innovations to improve the effectiveness of services provided to the public. One such innovation is the implementation of Digital Population Identity (DPI), developed by the Ministry of Home Affairs as part of the e-Government initiative in population administration. This study aims to analyze the effectiveness of DPI implementation at the Harapan dan Do’a Public Service Mall in Bengkulu City. The research employed a descriptive method with a qualitative approach through interviews, observations, and documentation techniques. The analysis was based on Duncan’s effectiveness theory, which includes the dimensions of goal attainment, integration, and adaptation. The findings indicate that the implementation of DPI at the Harapan dan Do’a Public Service Mall in Bengkulu City is relatively effective, although it has not yet achieved optimal results. Based on the research data, DPI activation has reached 24,567 users, representing approximately 15.3% of the national target of 25%. In terms of service quality, most citizens expressed satisfaction with the services provided by officers, particularly regarding friendliness, procedural simplicity, and adequate service facilities. However, the implementation of DPI still faces several challenges, including low levels of digital literacy among the public, limited ownership of compatible smartphones, insufficient public outreach, and the lack of optimal integration of DPI with other public services. These findings are consistent with the study by Sulistia et al. (2024), which stated that the effectiveness of DPI implementation is influenced by service quality, public outreach, and the community’s readiness to use digital technology. Furthermore, Sasongko and Restu (2023) explained that communication, resources, and bureaucratic structure are important factors in the successful implementation of DPI. Therefore, increased public outreach, strengthened digital literacy, and the development of integrated digital services are necessary to enhance the effectiveness of DPI implementation in Bengkulu City.