Efektivitas Program Optimalisasi Pelayanan Online KTP Elektronik di Dinas Kependudukan dan Pencatatan Sipil Kota Serang

Abstract

The focus of the study is the effectiveness of the online e-KTP service optimization program at the Population and Civil Registration Office of Serang City. The problems in this study are the limited human resources of the implementers, which lead to inefficient implementation of online services, and the suboptimal changes in online population administration services, given the community’s low digital literacy. The socialization to several levels of society is not evenly distributed, and the lack of public interest in online services and concerns about security and privacy in the innovation of e-KTP delivery to people’s homes. The purpose of this study was to determine the level of effectiveness of the online e-KTP service optimization program at the Population and Civil Registration Office of Serang City. This research method uses an associative, quantitative approach. The population in this study was the people of Serang City who had already obtained an E-KTP and had processed it at the Population and Civil Registration Office of Serang City, totaling 519,166 people. The sampling technique used was Cluster Random Sampling, and the sample size was calculated using the Slovin formula, resulting in 100 people. The results of this study indicate that the electronic ID card online service optimization program is highly effective, with an effectiveness of 77.73%.