Digital Identity Transformation: An Implementation Analysis of Mobile Outreach Services

Abstract

The administrative population services are quite close to the legal identity of the citizens. Public services are nevertheless hampered by issues such as damaged, updated, lost identity cards (KTP) and limited access to electronic KTP blanks. To solve these problems, the government launched the Digital Population Identity initiative (Identitas Kependudukan Digital/IKD) as a part of the digital transformation agenda in the public administration. However, the number of IKD users in the City of Malang is still very low when compared to the number of residents who have registered electronic KTP. In response, the Population and Civil Registration Office of Malang City carried out the Mobile Outreach Program (Jemput Bola) to promote access and public engagement in digital identification services. This research seeks to analyse the execution of the Mobile Outreach Program on Digital Population Identity services at the Population and Civil Registration Office of Malang City. This is a descriptive study with a qualitative methodology. The data collection techniques used include observation, interview and documentation, while the data analysis technique used is the interactive model of Miles, Huberman and Saldana which consists of data condensation, data display and conclusion drawing. The findings indicate that the program implementation has been largely successful. Communication with the implementers and the community is well established. The attitude of the service officers is responsive and kind in service delivery. The bureaucratic framework and standard operating procedures have also aided in effective implementation. However, there are still certain obstacles such as insufficient human resources, inadequate supporting facilities, low smartphone specs of citizens and concerns about personal data protection. The study revealed that proactive outreach techniques can increase the adoption of digital services and narrow digital access gaps in local public services.