Effectiveness of Digital-Based Public Service Innovation: Case Study of Population Services in Indonesia’s Local Government

This study examines the effectiveness of the management of non-permanent populations program through digital governance in Surakarta City Government, Indonesia. The research employs a qualitative descriptive methodology, utilizing interviews, observations, and document analysis to evaluate the program's accuracy, socialization efforts, objective achievement, and monitoring mechanisms. The research reveals that the program has enhanced data compilation and management for non-permanent residents, offering both online and offline registration options. However, technical issues with the online platform and varying levels of digital literacy among users present ongoing challenges. The program's monitoring aspect, while supported by the Surakarta Complaints Service Unit is currently limited due to maintenance issues. The research also notes the program's positive impact on reducing processing times for various population-related documents and improving data integration within the Population and Civil Registration Service. The program demonstrates considerable effectiveness in improving population services in Surakarta City; there remain areas for improvement, particularly in public awareness, technological infrastructure, and addressing the digital divide.