Challenges In Implementing The Electronic Identity Card Policy: An Analysis Of Service Quality At The Population And Civil Registration Office Of Bandung City

Roosnelly Wahyuning Setiotirin, dkk

Authors

Roosnelly Wahyuning Setiotirin, dkk Prof.Dr.Moestopo (Beragama)

Abstract

Implementing the Electronic Identity Card (e-KTP) policy has been underway for over a decade since its launch in 2011. However, various challenges persist, especially in urban areas such as Bandung City, which highlight deficiencies in the quality of public services. This study seeks to explore and analyze the dynamics and challenges associated with implementing the e-KTP policy in Bandung City by examining relevant policy dimensions and the quality of public services. Employing a qualitative research methodology, the study utilizes data collection techniques, including in-depth interviews, focus group discussions, observations, and literature reviews. The findings reveal that the Population and Civil Registration Office in Bandung City faces several organizational challenges, such as limited human resources, inadequate infrastructure, and insufficient inter-agency coordination. Moreover, there is a lack of uniformity in interpreting the policy at the implementation level. Community outreach and socialization efforts have been largely ineffective, resulting in low levels of public awareness and participation in the management of e-KTP. Regarding operational challenges, key issues include a limited supply of blank forms, malfunctioning recording devices, and the absence of an integrated population service system. This study recommends that the successful implementation of the e-KTP policy in Bandung City is closely tied to significant improvements in public policy and service delivery. Essential measures include enhancing organizational capacity, optimizing policy interpretation, and refining application systems to ensure effective implementation of the e-KTP. Ultimately, these improvements would increase public satisfaction and trust in population administration services.

References

Abdianaz, O. O., Widodo, S., & Aminudin, A. (2024). Implementation of the E-KTP ( E-KTP ) Issuance Policy at the South Bengkulu Regency Population and Civil Registry Service. 5(1), 55–62.

Anderfuhren-Biget, S., Varone, F., & Giauque, D. (2014). Policy environment and public service motivation. Public Administration, 92(4), 807–825. https://doi.org/10.1111/padm.12026

Appavu, S. I. (1997). Analysis of Unique Patient Identifier Option: Final Report. National Committee on Vital and Health Statistics. November, 24

Bajaj, R. K., & No, W. P. (2008). Creation of a Single National ID : Challenges & Opportunities for India Rajanish Dass Creation of a Single National ID : Challenges & Opportunities for India Income Tax , India Abstract. Scenario.

Banisar, D., & Davies, S. (1999). Global Trends in Privacy Protection: An International Survey of Privacy, Data Protection, and Surveillance Laws and Developments. J of Computer & Information L, XVIII, 1–111. file:///D:/S3 ADIMINSTRASI PUBLIK/Bahan Desertasi/JURNAL/ssrn-2138799.pdf

Basu, S. (2004). E‐government and developing countries: an overview. International Review of Law, Computers & Technology, 18(1), 109–132. https://doi.org/10.1080/13600860410001674779

Bau, Y., Choo, Y., & Goh, C. (2024). Android Malware Multiclass Classification using Machine Learning : Evaluating the Performance of Random Forest , Artificial Neural Network , and Convolutional Neural Network. 11(10), 1–19. https://doi.org/10.33168/JLISS.2024.1001

Beirão, G., & Sarsfield Cabral, J. A. (2007). Understanding attitudes towards public transport and private car: A qualitative study. Transport Policy, 14(6), 478–489. https://doi.org/10.1016/j.tranpol.2007.04.009

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving service quality in America: Lessons learned. Academy of Management Perspectives, 8(2), 32–45. https://doi.org/10.5465/ame.1994.9503101072

Carney, W. J., Frickey, P. P., Haddock, D. D., Hunter, H., Manne, H. G., Mayton, W. T., Posner, R. A., & Sunstein, C. R. (1987). Columbia Law Review Through Statutory Interpretation : 86(2), 223–268.

Chenhall, R. H. (2003). Management control systems design within its organizational context: Findings from contingency-based research and directions for the future. Accounting, Organizations and Society, 28(2–3), 127–168. https://doi.org/10.1016/S0361-3682(01)00027-7

Correa, T., & Pavez, I. (2016). Digital Inclusion in Rural Areas: A Qualitative Exploration of Challenges Faced by People From Isolated Communities. Journal of Computer-Mediated Communication, 21(3), 247–263. https://doi.org/10.1111/jcc4.12154

Culhane, D., Fantuzzo, J., Hill, M., & Burnett, T. C. (2018). Maximizing the Use of Integrated Data Systems: Understanding the Challenges and Advancing Solutions. Annals of the American Academy of Political and Social Science, 675(1), 221–239. https://doi.org/10.1177/0002716217743441

Dennis, B. (1989). Allee Effects: Population Growth, Critical Density, and the Chance of Extinction. Natural Resource Modeling, 3(4), 481–538. https://doi.org/10.1111/j.1939-7445.1989.tb00119.x

Ducheneaut, N. (2005). Socialization in an open source software community: A socio-technical analysis. Computer Supported Cooperative Work: CSCW: An International Journal, 14(4), 323–368. https://doi.org/10.1007/s10606-005-9000-1

Eechoud, M. Van, Borgesius, F. Z., Gray, J., & Eechoud, M. Van. (2015). O Pen D Ata , P Rivacy , And F Air I Nformation P Rinciples : T Owards A B Alancing F Ramework Frederik Zuiderveen Borgesius Principles : Towards A Balancing Framework

Faaborq, J., Holmes, R. T., Anders, A. D., Bildstein, K. L., Dugger, K. M., Gauthreaux, S. A., Heglund, P., Hobson, K. A., Jahn, A. E., Johnson, D. H., Latta, S. C., Levey, D. J., Marra, P. P., Merkord, C. L., Erica, N. O. L., Rothstein, S. I., Sherry, T. W., Scott Sillett, T., Thompson, F. R., & Warnock, N. (2010). Recent advances in understanding migration systems of New World land birds. Ecological Monographs, 80(1), 3–48. https://doi.org/10.1890/09-0395.1

Ferlay, J., Shin, H. R., Bray, F., Forman, D., Mathers, C., & Parkin, D. M. (2010). Estimates of worldwide burden of cancer in 2008: GLOBOCAN 2008. International Journal of Cancer, 127(12), 2893–2917. https://doi.org/10.1002/ijc.25516

Galbraith, J. R. (2014). Organizational Design Challenges Resulting From Big Data. Journal of Organization Design, 3(1), 2. https://doi.org/10.7146/jod.8856

García-Valls, M., Dubey, A., & Botti, V. (2018). Introducing the new paradigm of Social Dispersed Computing: Applications, Technologies and Challenges. Journal of Systems Architecture, 91(May), 83–102. https://doi.org/10.1016/j.sysarc.2018.05.007

Gelb, A., & Clark, J. (2013). Identification for Development: The Biometrics Revolution. SSRN Electronic Journal, January. https://doi.org/10.2139/ssrn.2226594

Gilardi, F. (2013). Transnational Diffusion: Norms, Ideas, and Policies. Handbook of International Relations, 1954, 453–477. https://doi.org/10.4135/9781446247587.n18

Gilman, S. C. (2005). EThics Codes And Codes Of Conduct As Tools For Promoting An Ethical And Professional Public Service : Comparative Successes and Lessons. PREM, the World Bank, 1–76.

Grother, P., Salamon, W., & Chandramouli, R. (2013). Biometric Specifications for Personal Identity Verification. NIST Special Publication, 800, 72–76. https://nvlpubs.nist.gov/nistpubs/SpecialPublications/NIST.SP.800-76-2.pdf

Herrett, E., Thomas, S. L., Schoonen, W. M., Smeeth, L., & Hall, A. J. (2010). Validation and validity of diagnoses in the General Practice Research Database: A systematic review. British Journal of Clinical Pharmacology, 69(1), 4–14. https://doi.org/10.1111/j.1365-2125.2009.03537.x

Hirmukhe, J. (2012). Measuring Internal Customers ’ Perception on Service Quality Using SERVQUAL in Administrative Services. International Journal of Scientific and Research Publications, 2(3), 1–6.

Iamergel, M. (2013). A framework for interpreting social media interactions in the public sector. Government Information Quarterly, 30(4), 327–334. http://10.0.3.248/j.giq.2013.05.015%0Ahttp://search.ebscohost.com/login.aspx?direct=true&db=llf&AN=93371686&site=ehost-live

Jilke, S., Van Dooren, W., & Rys, S. (2018). Discrimination and administrative burden in public service markets: Does a public-private difference exist? Journal of Public Administration Research and Theory, 28(3), 423–439. https://doi.org/10.1093/jopart/muy009

Karpenko, O. V. (2018). Рublic Аdministration. In Information technology Bulletin of the NAPA. Series (Vol. 4).

Landsbergen, D., & Wolken, G. (2001). Realizing the promise: Government information systems and the fourth generation of information technology. Public Administration Review, 61(2), 206–220. https://doi.org/10.1111/0033-3352.00023

Mack, N., Woodsong, C., MacQueen, K., Guest, G. and Namey, E. (2005) Qualitative Research Methods: A Data Collector’s Field Guide. Family Health International (FHI), USA.).

Manji, K., Hanefeld, J., Vearey, J., Walls, H., & De Gruchy, T. (2021). Using WhatsApp messenger for health systems research: A scoping review of available literature. Health Policy and Planning, 36(5), 774–789. https://doi.org/10.1093/heapol/czab024

McCubbins, M. D., Noll, R. G., & Weingast, B. R. (1989). Structure and Process, Politics and Policy: Administrative Arrangements and the Political Control of Agencies. Virginia Law Review, 75(2), 431. https://doi.org/10.2307/1073179

Moyson, S., Raaphorst, N., Groeneveld, S., & Van de Walle, S. (2018). Organizational Socialization in Public Administration Research: A Systematic Review and Directions for Future Research. American Review of Public Administration, 48(6), 610–627. https://doi.org/10.1177/0275074017696160

Ni, J., Zhang, K., Lin, X., & Shen, X. S. (2018). Securing Fog Computing for Internet of Things Applications: Challenges and Solutions. IEEE Communications Surveys and Tutorials, 20(1), 601–628. https://doi.org/10.1109/COMST.2017.2762345

OLANIYI, E. O. (2017). the Role of National Electronic Identity Cards in Enhancing Public Service Effectiveness : the Nigerian Case Riiklikude Elektrooniliste Id-Kaartide Roll Avalikude Teenuste Effektiviseerimisel : Nigeeria.

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156

Pena, M. M., da Silva, E. M. S., Tronchin, D. M. R., & Melleiro, M. M. (2013). The use of the quality model of parasuraman, zeithaml and berry in health services. Revista Da Escola de Enfermagem, 47(5), 1227–1232. https://doi.org/10.1590/S0080-623420130000500030

Persson, Å. (2004). Environmental policy integration: An introduction. Policy Integration for Sustainability (PINTS) …, June, 54. http://sei-international.org/mediamanager/documents/Publications/Policy-institutions/EPI.pdf%5Cnpapers2://publication/uuid/57C7F534-26E8-4E08-A7B7-9A1D5B4E14E2

Profile, S. E. E., Profile, S. E. E., & Profile, S. E. E. (2016). Socialization of interconnected youth : experiencing identity in an augmented society. January 2018.

Ramseook-munhurrun, P., Lukea-bhiwajee, S. D., & Naidoo, P. (2010). Service quality in the public service. International Journal of Marketing and Marketing Research, 3(1), 37–50.

Rannenberg, K., Royer, D., & Deuker, A. (2009). The future of identity in the information society. The Future of Identity in the Information Society, 507512, 1–508. https://doi.org/10.1007/978-3-642-01820-6

Rothstein, B., & Teorell, J. (2008). What is quality of government? A theory of impartial government institutions. Governance, 21(2), 165–190. https://doi.org/10.1111/j.1468-0491.2008.00391.x

Salabay, M. R., Robert, D., & Pinasang, Y. (2013). Implementation Of Law Number 24 Of 2013 Regarding The Population Administration Minahasa Regency. 24, 111–127.

Soemartono, T. (2014). The Dynamic of e-KTP Evaluation Program in DKI Jakarta. Bisnis & Birokrasi Journal, 20(2). https://doi.org/10.20476/jbb.v20i2.3070

Soemartono, T. (2017). The Policy Strategy for the Acceleration of Population Data Integration and Its Utilization in Indonesia: A Study on the Health Sector Financing. International Journal of U- and e- Service, Science and Technology, 10(8), 211–224. https://doi.org/10.14257/ijunesst.2017.10.8.19

Solove, D. J. (2005). Access and Aggregation: Privacy, Public Records, and the Constitution. SSRN Electronic Journal, 1137. https://doi.org/10.2139/ssrn.283924

Susilo, A. (2014). TEACHING AND LEARNING IN THE 21 ST CENTURY: Challenges for Lecturers and Teachers Exploring Facebook and Whatsapp As Supporting Social Network Applications For English Learning In Higher Education. Professional Development in Education, 10–24.

Termeer, C., Dewulf, A., Van Rijswick, H., Van Buuren, A., Huitema, D., Meijerink, S., Rayner, T., & Wiering, M. (2011). The regional governance of climate adaptation: A framework for developing legitimate, effective, and resilient governance arrangements. Climate Law, 2(2), 159–179. https://doi.org/10.1163/cl-2011-032

Teshome, Z., Belete, B., Gizaw, G., Mengiste, M., Dawa, D., Dawa, D., & Dawa, D. (2020). Customer Satisfaction and Public Service Delivery: The Case of Dire Dawa Administration. Public Policy and Administration Research, 8–23. https://doi.org/10.7176/ppar/10-7-02

Tsakalakisz, N., Stalla-Bourdillon, S., & O’Hara, K. (2017). Identity Assurance in the UK: technical implementation and legal implications under eIDAS. Journal of Web Science, 3(1), 32–46. https://doi.org/10.1561/106.00000010

Ukoji, U. V, Okoronkwo, E., Imo, C. K., & Mbah, C. S. (2019). Civil Registration and Vital Statistics as Sources of Socio-Demographic Data for Good Governance in Nigeria. The Nigerian Journal of Sociology and Anthropology, 17(1), 102–120. https://doi.org/10.36108/njsa/9102/71(0170)

Wang, C., & Zhang, P. (2012). The evolution of social commerce: The people, management, technology, and information dimensions. Communications of the Association for Information Systems, 31(1), 105–127. https://doi.org/10.17705/1cais.03105

Woodford, M. (2001). Fiscal Requirements for Price Stability. Journal of Money, Credit and Banking, 33(3), 669. https://doi.org/10.2307/2673890

Woody, F. (2007). Understanding Information Literacy : A Primer. Communications, 94. http://unesdoc.unesco.org/images/0015/001570/157020e.pdf

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203