EFEKTIVITAS PELAYANAN PERUBAHAN DATA KEPENDUDUKAN SECARA ONLINE DI JAKARTA TIMUR (Studi pada Layanan Daring Disdukcapil melalui Aplikasi Alpukat Betawi)

Abstract

The rapid development of information and communication technology has significantly transformed the delivery of public services, including civil registration services. This study investigates the effectiveness of online civil registration services provided by the East Jakarta Population and Civil Registration Office (Disdukcapil) through the Alpukat Betawi application, with a particular focus on changes in civil data. The research adopts a qualitative case study approach, collecting data through in-depth interviews, direct observations, and document analysis. The analysis framework uses the theory of public service effectiveness, emphasizing three main dimensions: speed, accessibility, and information quality. The findings reveal that the online service process through Alpukat Betawi is generally faster and more transparent compared to conventional methods, reducing face-to-face interactions and queue times. However, challenges remain in terms of system stability, digital literacy among users, and uneven internet infrastructure. The study concludes that while the online service has improved effectiveness in terms of speed and convenience, further improvements are needed to enhance accessibility for vulnerable groups and ensure consistent information quality. This research contributes both theoretically, by expanding the literature on digital public service delivery, and practically, by providing recommendations for strengthening e-government initiatives in Indonesia.