Public Service Innovation and Civil Registration Document Ownership: A Policy Evaluation of the Five-Minute Completion Program in Madiun City, Indonesia

This study evaluates the "5 Menit Jadi" (Five-Minute Completion) service innovation in increasing ownership of population administration documents in Madiun City, Indonesia, as regulated under Madiun Mayor Regulation No. 29 of 2021. The innovation, implemented by the Madiun City Population and Civil Registration Office (Disdukcapil), is designed to accelerate and simplify the issuance of key population documents. Employing a descriptive qualitative approach grounded in Merilee S. Grindle's (1980) policy evaluation model, the study focuses on two central dimensions: content of policy and context of implementation. Data were collected through closed-ended Likert-scale questionnaires, open-ended questionnaires, and documentation review, drawing on 50 internal respondents (agency staff) and 150 external respondents (service users). The results show that, on the content of policy dimension, the innovation has clear objectives, produces tangible benefits, and promotes faster, simpler, and more efficient population administration service, with an overall internal mean score of 4.50 (very good). On the context of implementation dimension, the policy is supported by leadership commitment, effective organizational coordination, and high compliance among implementing personnel, with an overall external (service-user) mean score of 4.73 (very good). Nonetheless, implementation continues to face constraints, including limited human resources, network and system disruptions, and variation in community digital literacy in accessing services. Despite these very favorable perception scores, target-realization data over 2023–2025 show that electronic ID card (KTP-el) coverage has not consistently met its annual target, even as birth certificate and child identity card coverage have exceeded targets, indicating that perceived service quality and aggregate documentation coverage do not always move in tandem. Overall, the "5 Menit Jadi" innovation can be categorized as fairly effective to effective in improving population administration service quality and expanding public access to population documents. The study recommends strengthening human resources, optimizing information technology infrastructure, expanding public outreach, and conducting continuous evaluation to sustain the effectiveness of public service in Madiun City.