Penerapan Digitalisasi Pelayanan Administrasi Kependudukan bagi Penduduk Wajib KTP di Kota Kupang Provinsi Nusa Tenggara Timur

NOT, Hermenegilde Chandela Mulyati (2025) Penerapan Digitalisasi Pelayanan Administrasi Kependudukan bagi Penduduk Wajib KTP di Kota Kupang Provinsi Nusa Tenggara Timur. Undergraduate thesis, Universitas Katolik Widya Mandira.

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Abstract

This study aims to describe the implementation of digitalization in population administration services for residents required to have an ID card (KTP) in Kupang City, East Nusa Tenggara Province. The digital public service system, known as Pelayanan Via Online (PLAVON), is an innovation by the Department of Population and Civil Registration (Dispendukcapil) of Kupang City to improve service efficiency and effectiveness. This research employs a descriptive qualitative method. Data were collected through interviews, observations, and documentation involving Dispendukcapil staff and service users. The findings indicate that the implementation of digital systems has had a positive impact on public service quality, including easier access, faster processing, and increased transparency. However, challenges remain, such as data inconsistencies between documents, low digital literacy among citizens, and limited technological infrastructure. To optimize digital service implementation, stronger interinstitutional coordination, better infrastructure, and more extensive public education are needed. Overall, the digitalization of population administration services in Kupang City has made significant progress toward achieving efficient, transparent, and citizen-responsive public services.

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