Pelayanan Administrasi Kependudukan Berbasis E-OPEN 2.0 dalam Mewujudkan Smart City di Kota Bekasi

Abstrak / Ringkasan

The Bekasi City Population and Civil Registration Office issued an online-based administrative service site, namely E-Open, which has been transformed into E-Open 2.0 where the E-Open 2.0 site is a population service based on Mayor Regulation No. 90 of 2020 concerning the implementation of population administration in Bekasi City. The purpose of this study is to analyze population administration services before and after the existence of the E-Open 2.0 website and analyze public perception of population administration services through E-Open 2.0. This research uses a constructivism paradigm and qualitative research methods accompanied by a case study research approach. The data collection techniques include: observation, in-depth interviews, literature studies, and documentation. The results of the study stated that there was a delay in completing documents due to the high number of applicants and limited resources after the existence of E-Open 2.0, the service process was carried out systematically so that services became more scheduled and controlled, people did not have to come directly to the office to obtain services, ease of access to services that could be used by the community anytime and from anywhere, facilities and infrastructure were considered good. Most people have a positive perception of the ease of use of E-Open 2.0. However, there are still some people who experience obstacles in understanding online service procedures, especially for people who have limited digital literacy. There is another finding, namely the update of the service policy in E-Open 2.0 which causes only services for Identity Cards. The service restrictions are related to the integration of population data nationally through the Digital Population Identity (IKD) application so that some services can only be carried out directly.

Keywords: E-Open 2.0, Population, Administrative Services, Smart City

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