DIGITAL-BASED POPULATION ADMINISTRATION SERVICES AT DAMPIT VILLAGE OFFICE, CICALENGKA DISTRICT

Abstract

Digital transformation in public services is one of the government's strategies to improve effectiveness, efficiency, transparency, and service quality. The Bandung Regency Government developed an innovation called Bedas Digital Service (BDS) to support digital-based population administration services at the village level. This study aims to analyze the implementation of digital population administration services at the Dampit Village Office, identify obstacles encountered during implementation, and examine solutions applied to overcome those obstacles.

This research employed descriptive and verificative methods using quantitative and qualitative approaches. Data were collected through observation, interviews, documentation, and questionnaires distributed to service users. The study focused on birth certificate services, death certificates, family cards, and domicile transfer services processed through the BDS application.

The results indicate that digital population administration services have been implemented properly and in accordance with established procedures. The average public perception score based on TERRA service quality dimensions reached 83.6%, categorized as very good. Empathy obtained the highest score (88%), while tangibles received the lowest score (78%). The main obstacles include limited digital literacy, dependence on village officers, technical system disruptions, service quota limitations, and uneven internet access. Solutions include direct assistance, digital literacy education, coordination with the Civil Registration Office, and optimization of digital service facilities.