Efektivitas Inovasi Pelayanan “Permen Manis” Berbasis Online di Dinas Kependudukan dan Pencatatan Sipil Kota Bandar Lampung

Hani Afifah; Yogi Nedia Syahputra; Eko Budi Sulistio

doi:10.36448/ejkpp.v11i2.4771

Efektivitas Inovasi Pelayanan “Permen Manis” Berbasis Online di Dinas Kependudukan dan Pencatatan Sipil Kota Bandar Lampung

Hani Afifah, Yogi Nedia Syahputra, Eko Budi Sulistio

Abstract

Penelitian ini bertujuan untuk menganalisis efektivitas inovasi pelayanan administrasi kependudukan berbasis daring melalui program Pelayanan Melalui Online Masyarakat Duduk Manis (Permen Manis) yang diselenggarakan oleh Dinas Kependudukan dan Pencatatan Sipil Kota Bandar Lampung. Penelitian menggunakan pendekatan kualitatif deskriptif untuk menggambarkan secara komprehensif kinerja pelayanan publik berbasis digital. Pengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi dengan informan yang dipilih secara purposive, meliputi aparatur pelayanan dan masyarakat pengguna layanan. Hasil penelitian menunjukkan bahwa pelaksanaan layanan Permen Manis belum sepenuhnya berjalan efektif. Kendala utama yang ditemukan meliputi keterbatasan jumlah operator, gangguan sistem dan jaringan, serta rendahnya literasi digital sebagian masyarakat. Kondisi tersebut berdampak pada produktivitas dan efisiensi pelayanan yang belum optimal. Meskipun demikian, aspek adaptasi dan pengembangan sumber daya manusia menunjukkan perkembangan yang cukup baik melalui pelatihan dan peningkatan kompetensi operator. Penelitian ini menyimpulkan bahwa optimalisasi inovasi pelayanan Permen Manis memerlukan penguatan sumber daya manusia, perbaikan infrastruktur teknologi, serta sosialisasi yang lebih intensif kepada masyarakat agar pelayanan administrasi kependudukan berbasis online dapat berjalan secara efektif dan berkelanjutan.

Keywords

Efektivitas; Inovasi Pelayanan; Administrasi Kependudukan; Pelayanan Publik Online

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DOI: http://dx.doi.org/10.36448/ejkpp.v11i2.4771