Implementation of the Integrated Population Information Service

System (Sipenduduk) Program in Pekanbaru City

Angella Rosha Pangestu

Universitas 17 Agustus 1945, Jakarta, Indonesia

Keywords: Advocation, Policy and Education.

Abstract: This study analyzes the implementation of the Sipenresident program in Pekanbaru City and identifies factors

that support and hinder its implementation. The research is located at the Department of Population and Civil

Registration of Pekanbaru City. This type of research is descriptive research with a qualitative approach. Data

obtained based on literature study. Data analysis was carried out with the stages of data collection, data

reduction, data presentation, and conclusion. The results of the study found that the implementation of the

Sienresiden program has been carried out well considering that the use of Sienresiden services by the people

of Pekanbaru City in accessing population services has dominated by 77%. However, there are still several

factors that hinder and support its implementation, such as the level of public awareness of digital literacy and

the use of electronic technology in public services, while the supporting factors are the PSBB and PPKM

policies caused by the COVID-19 pandemic outbreak.

INTRODUCTION

The substance of public service is to provide

excellent quality service to the community. This is

an obligation for the state apparatus as a form of

service to the community. However, the reality of

public services that generally occur in Indonesia is

still decorated with various forms of irregularities

and maladministration. Such as the rampant

practice of illegal fees, management services that

are slow and not by standard operating procedures,

the behavior of officials who tend to act

discriminatively, and so on.

Based on data from the Ombudsman RI Annual

Report in 2020, during that year the Ombudsman

RI received a total of 7,204 reports. The reports

consisted of 6,522 regular reports, 559 rapid

response reports, and 123 investigations on their

initiative. Public reports received based on

allegations of maladministration consist of

consisted of Prolonged Delays of 31.57%,

Procedural Deviations 24.77%, Not Providing

Services 24.39%, Improper 7.25%, Incompetent

4.01%, Abuse of Authority 3.66%, Request for

Money, Goods, and Services 2.75%,

Discrimination 1.29%, Conflict of Interest 0.17%,

and Partiality 0.14% of a total of 7,204 reports

(Source: Ombudsman RI Annual Report 2020: 16).

Source: Laporan Tahunan Ombudsman RI Tahun 2020

Figure 1: Public Reports Based on Alleged

Maladministration.

These data show how rampant

maladministration practices are in Indonesia with

various styles and varieties. Therefore, to

overcome these various problems, the government

launched a policy on electronic government, or

what is familiarly called e-Government through

Presidential Instruction Number 3 of 2003

concerning National Policy and Strategy for E-

Pangestu, A.

Implementation of the Integrated Population Information Service System (Sipenduduk) Program in Pekanbaru City.

DOI: 10.5220/0012579600003821

Paper published under CC license (CC BY-NC-ND 4.0)

In Proceedings of the 4th International Seminar and Call for Paper (ISCP UTA ’45 JAKARTA 2023), pages 5-11

ISBN: 978-989-758-691-0; ISSN: 2828-853X

Government Development to realize good

governance.

In response to the policy on SPBE, there are

currently many innovations in government services

in the form of programs, website-based services, or

websites and applications launched by the

government to improve the quality of its services

to the community. In the field of population and

civil registration, the policy was welcomed with a

policy derivative in the form of Minister of Home

Affairs Regulation Number 7 of 2019 Online

Population Administration Services.

The real action of the Pekanbaru City government

towards this policy is to launch the Population

Integrated Service Information System

(Sipenduduk) Program organized by the Pekanbaru

City Dukcapil Office Sipenduduk is an electronic-

based population service innovation program with

the aim that services submitted by the community

can be easier, faster, anywhere and anytime

without having to visit the Disdukcapil Office

directly. This turned out to be very useful when in

April 2020 Pekanbaru City implemented a PSBB

policy which led to manual restrictions on public

services to prevent the spread of the COVID-19

virus outbreak.

However, the problem was when in November

2020 there was a crowd and population density

caused by queuing for manual population services

in front of the Pekanbaru City Disdukcapil office.

This is a big question for researchers seeing that

amid the severity of the Covid-19 case and the

implementation of the PSBB policy, residents are

queuing for population services manually, even

though with the Sipenduduk service the

community should be able to directly apply for

service access from home and still comply with

Health protocols by not creating crowds.

So based on this phenomenon, the researcher is

interested in analyzing the problem in the form of

research with the title "Implementation of the

Population Integrated Service Information System

Program (Sipenduduk) in Pekanbaru City ''.

2 LITERATUR REVIEW

Previous studies used as references are research

conducted by Wirawan and Rahaju (2019) with the

title Implementation of the "Doctor of Population

Online" Application (Study on Birth Certificate

Services at the Population and Civil Registration

Office of Gresik Regency). This research is located

in Gresik Regency and measures policy

implementation using Edward III's theory. The

results found that the implementation of Dr. Kepo

based on Edward III’s theory from the

communication factor has been well implemented

through regular face-to-face meetings. The resource

factor is also good because it utilizes social media

as a means of disseminating information.

Disposition Factors, registers are still required to

have a swift attitude. Bureaucratic Structure

Factors, Gresik Regency Government provides

special funds for registers and also supervises staff.

Another research was conducted by Widhiastiti,

2017 with the title Implementation of the Online-

Based Birth Certificate Recording Program (Case

Study of the Capil Online Innovation Program at

the Denpasar City Population and Civil

Registration Office. This research is located in

Denpasar city, analysis is done using Edward III’s

theory. The results of this study found that the

implementation of the online innovation program

at the Denpasar City Disdukcapil is still not

effective due to program damage so innovation

services cannot be used and there is no overall

accountability from the agency concerned.

The implementation analysis in this study was

carried out using Mazmanian and Sabatier’s theory

because, with many indicators and details in each

major variable in this theory, it can explain the

complexity of this research. Implementation

according to Mazmanian and Sabatier in Widodo

(2021: 88) that implementation, is the

implementation of a policy decision. The policy

can usually take the form of legislation, and can

also be an important order or decision, from the

executive or judicial body. The main essence is to

understand what steps should be taken after a

policy is officially formulated. The formulation

includes efforts to implement it to produce real

implications for the community or target group.

According to Mazmanian and Sabatier in

Subarsono (2011: 94), the successful

implementation of a policy is influenced by three

variable characteristics, namely:

a. Characteristics of the Problem

1) Level of technical difficulty of the problem

2) Diversity of target group behavior

3) Percentage of target group to total population

4) Degree of change expected

ISCP UTA ’45 JAKARTA 2023 - THE INTERNATIONAL SEMINAR AND CALL FOR PAPER (ISCP) UTA ’45 JAKARTA

b. Characteristics of the Policy

1) Clarity of policy content

2) Theoretical support underlying the policy

3) Support from various implementing

institutions

4) Consistency of implementing agency rules

5) Commitment of implementing apparatus and

agents

6) Broad access for outside groups to participate

in the policy.

c. Environmental Variables

1) Socio-economic conditions of the community

and the level of technological progress

2) Public support for the policy

3) Voter group behavior

4) The level of commitment and skills of the

apparatus and implementing agents.

Population Administration based on Law No.23 of

2006 concerning Population Administration is a

series of activities or activities to organize and put

in order population documents carried out through

the process of population registration, civil

registration, and population information

management whose data results are used or utilized

for the interests of government, development, and

public services.

Online Population Administration or what is

further referred to as Online Civil Registration

according to the Regulation of the Minister of

Home Affairs No. 7 of 2019 concerning Online

Civil Registration is a series of activities to

organize and put in order population data and

documents by utilizing electronic-based

technology through the process of population

registration, civil registration, and population

information management, the results of which are

used or utilized for the interests of government,

development, and public services.

3 METHODS

This research is a descriptive qualitative research.

The location is at the Population and Civil

Registration Office of Pekanbaru City considering

that Disdukcapil is a government agency that has

the highest demand for access to public services in

Pekanbaru City. Data collection methods based on

Sugiyono (2017:240), were obtained through

observation, interviews, and documentation.

Informant selection techniques using purposive

sampling and accidental sampling. Data analysis

techniques are carried out with data collection

stages, data reduction, data presentation, and

conclusion drawing.

4 RESULTS AND DISCUSSION

4.1 Problem Characteristics

4.1.1 Problem Technical Difficulty Level

The main technical obstacle that is most often

experienced by the Disdukcapil as the agency that

organizes the Sipenduduk service is the disruption

or damage to the server network. When a server

network disruption occurs, the system used to run

Sipenduduk and other similar service innovations

will automatically be disrupted and cannot be used.

The disruption causes the Disdukcapil to

temporarily disable the Sipenduduk service until

the disruption or network damage is resolved.

Disruption or damage to the server network can

usually be triggered by several things ranging from

power outages, short circuits of cables or

electricity, internet connection interruptions, to

memory capacity that is too full is also a cause of

server disruption. In the case of server disruption,

the location of the trigger can come from internal

factors and external factors. Triggers that come

from internal factors, namely those caused by the

Dukcapil Service itself. Usually occurs because the

memory capacity is too full, resulting in the server

not operating properly. Meanwhile, triggers that

come from external factors are disturbances or

server damage experienced by the Office of

Communication and Information as a facilitator

and server service provider, which can usually be

caused by short circuits, electrical problems, or the

availability of memory capacity.

So in this situation, the resolution effort made by

the Disdukcapil is to coordinate these technical

constraints with the Diskominfo to decide on the

execution of the solution. Whether the Diskominfo

needs to involve programmers from the

Disdukcapil in solving the problem or whether it is

sufficient for the Diskominfo to handle. In cases

such as full memory capacity caused by the internal

Disdukcapil, the solution needs to involve

programmers from the Disdukcapil to back up the

Implementation of the Integrated Population Information Service System (Sipenduduk) Program in Pekanbaru City

data. This is because the data is internal to the

Disdukcapil, which is substantially only understood

and can be done by programmers from the

Disdukcapil.

So based on all the conditions that researchers

have described in this section, it can be seen that

the Level of Technical Difficulty in implementing

the Sipenduduk program is at a relatively low level.

4.1.2 Behavioral Diversity of the Target

Group

One indicator to measure the characteristics of

problems in the implementation process of the

Sipenduduk program is the diversity of target

group behavior. This indicator illustrates that the

more diverse the behavior of the target group, the

more challenging the implementation of a policy or

program will be. In the case of the Sipenduduk

program, the target group is people who have an

interest in applying for population document

services at the Pekanbaru City Disdukcapil. This is

because since the beginning of the planning of the

Sipenduduk service as a service innovation

program, the Dukcapil Service has indeed made

community convenience the main orientation. So

in its implementation, the target of the Dukcapil

Service is the community of applicants for

population services.

In observing the diversity of target group

behavior, researchers found several variations in

behavior that were quite diverse. This diversity can

be identified from the information of applicants for

population document services who are willing to

become research informants. In selecting the target

group to be used as informants, researchers used

the accidental sampling method, which is a method

of selecting informants who were found by chance

and not planned.

Although the informants were chosen by

chance, to obtain their diversity, the researcher

searched in several different places and media,

namely at the Dukcapil office directly, in the

comments column of the Dukcapil Instagram post,

and in a WhatsApp conversation group. From these

three places and media, the researcher obtained six

research informants, four of whom were

Sipenduduk service users and the remaining two

were manual service users.

Based on the six informants, the researcher

classified the target group into at least eight

different types of behavior, namely target groups

who know about the existence of Sipenduduk,

people who do not know about Sipenduduk, people

who can adapt to electronic technology-based

services and people who are less able to adapt to

electronic technology-based services, active

internet users, and passive internet users, as well as

people who support Sipenduduk services and

people who are skeptical of Sipenduduk services.

So based on these eight classifications, it can be

seen that the variants of the target groups of the

Sipenduduk service program are very diverse. This

means that the implementation of Sipenduduk is

increasingly challenging due to the diversity of

target group behavior.

4.1.3 Percentage of Target Group to Total

Population

In analyzing the implementation of the Sipenduduk

program, it is necessary to see the comparison

between the target group and the total population.

The target group as explained by researchers in the

previous point is people who have an interest in

applying for population document services at the

Pekanbaru City Dukcapil Office either manually or

through the Sipenduduk service. Meanwhile, the

population referred to in this study is aimed at

people who utilize Sipenduduk services to apply

for population document services at the Pekanbaru

City Dukcapil Office.

Source: Data processed by researchers based on Laporan Evaluasi

Bimbingan Service Excellent Bulan Mei-Oktober 2021

Figure 2: Chart of Number of Online and Manual Requests

May-October Period in 2021.

Based on the data in table 5.2 and Figure 2, it can

be seen that from May to October 2021, the number

of applications for civil registration services

submitted through Sipenduduk has consistently

been much higher than those submitted manually.

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The number if converted in percentage form will

be as shown in Figure 3:

Source: Data processed by researchers based on Laporan Evaluasi

Bimbingan Service Excellent Bulan Mei-Oktober 2021

Figure 3: Percentage of the Number of Online and Manual

Requests May-October Period in 2021.

Based on the graphic diagram shown in Figure 3, it

can be seen that the percentage of population

service applications submitted through Sipenduduk

is much higher than the population service

applications submitted manually, namely 77% for

applications through Sipenduduk and 23% for

manual applications. So in this case it can be said

that in the implementation of the Sipenduduk

program, the percentage of the total population to

the entire Sipenduduk target group is very

dominant, namely 77%.

4.1.4 Degree of Change Expected

In terms of policies that refer to the Minister of

Home Affairs Regulation Number 7 of 2019

concerning Online Adminduk Services, the

considerations underlying the making of the policy

for the procurement of online adminduk services

are to realize the efficiency and effectiveness of the

governance system and provide an easier and faster

service mechanism.

In terms of program provisions, Sipenduduk

itself is designed by the Dukcapil Office with 4

objectives to be achieved, namely:

1. Provide convenience and transparency to the

community

2. Encourage the people of Pekanbaru City to

have an orderly administration

3. Electronic filing

4. Helping to realize "Pekanbaru Smart City"

which is a program of the Pekanbaru City

Government.

Based on the 4 objectives that become the degree of

achievement of these changes, namely Providing

convenience and transparency to the community,

Encouraging the people of Pekanbaru City to order

administration, Electronic filing, and Helping to

realize "Pekanbaru Smart City" which is a program

of the Pekanbaru City Government which has

previously been explained one by one, it can be said

that 3 of these degrees of change have been

successfully carried out by Sipenduduk, namely

convenience and transparency, electronic filing and

encouraging the realization of smart cities with

smart people. While 1 other degree of change,

namely orderly administration, is continuing to be

improved towards a better direction.

4.2 Characteristics of the Policy

4.2.1 Clarity of Policy Content

Coalition building is the activity of creating

support from institutions, agencies, community

groups, and the general public to create changes in

education policy in Siak District. The results of

interviews with several informants can conclude

that the education policy advocacy process in

coalition-building activities has gone well. PGRI

members establish good relationships internally

and externally, namely the Siak District Education

Office, the Siak District Government, and the Siak

District DPRD. Apart from that, several PGRI

members hold structural positions in the Siak

District Office so they have good relations or

relationships between cross-sector organizations.

4.2.2 Support for the Causal Theory

Underlying the Policy

Influencing policymakers is a series of activities to

provide input, ideas, and ideas to policymakers

based on accurate data and information so that the

ultimate goal of changing education policy is

achieved. The results of interviews with several

informants above can conclude that the education

policy advocacy process in influencing public

policy-making has been running well as it should.

The process of influencing public policymaking

starts with providing proposals, ideas, and ideas

based on accurate data and information to relevant

agencies, especially policymakers such as the Siak

District Government and the Siak District DPRD

in the learning process during the pandemic.

Implementation of the Integrated Population Information Service System (Sipenduduk) Program in Pekanbaru City

4.2.3 Amount of Fund Allocation to

Programs

The budget source for organizing Sipenduduk

comes from the Pekanbaru City APBD budget. The

budget was first submitted by the Dukcapil Office

in 2019, amounting to Rp. 100,000,000 for the

procurement of IT consulting services and the

procurement of the Sipenduduk application

program. In the following years when the

Sipenduduk program was implemented, there was

no longer a special budget allocated for the

Sipenduduk program. Therefore, the special

budget proposed for Sipenduduk was only a one-

time expenditure. Operational and maintenance

costs in subsequent years such as HVS paper,

printer ink, and so on only relied on the budget

allocation for office stationery.

4.3 Environmental Variables

4.3.1 Socioeconomic Conditions and

Technological Advances

Pekanbaru City is categorized as a developed city

and has adequate infrastructure for the coverage of

the island of Sumatra. The socio-economic

condition of the community can also be said to be

in good condition when viewed in terms of the

average income and education level of the

Pekanbaru City community. Likewise with

technological advances, when viewed from the

percentage of the Pekanbaru City community's

mastery of information and communication

technology, the use of cellular phones is 81%.

While the percentage of ownership and control of

cellular phones is 96% and the level of internet

usage is 80%.

Source: Data Indikator Kesejahteraan Rakyat Kota Pekanbaru

Tahun 2019/2020

Figure 4.

Source: Data Indikator Kesejahteraan Rakyat Kota Pekanbaru

Tahun 2019/2020.

Figura 5.

4.3.2 Policy Support

When the Sipenduduk program was first launched

and implemented, the Dukcapil Office received

skepticism and pessimistic views from the public.

This was because some parties doubted and did not

believe in the ability of the Pekanbaru City

community to conduct electronic-based public

services. Some people thought that online services

were more complicated than manual services.

Whereas the procurement of the Sipenduduk

program itself was made to provide convenience to

the community.

4.3.3 Voter Group Attitudes

Based on the information of six community

informants who conducted interviews with

researchers, two of them stated that they strongly

support the innovation of the Sipenduduk program

and feel helped by this innovation. Two informants

claimed to support the Sipenduduk service

program but at the same time did not apply for

services through Sipenduduk but still manually due

to their understanding of electronic-based services.

One informant supported the Sipenduduk service

program and had used the service to apply for civil

registration services, but still found it quite difficult

to access the service. Another informant admitted

that he had never used the Sipenduduk service and

preferred to do the service manually.

4.3.4 Competence of Implementing Agents

In implementing Sipenduduk services, the

implementing agent, or in this case the front office

has mostly carried out a very good service

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mechanism. However, a small number of the rest

still often receive complaints and criticism from

people who apply for services. These criticisms

include understanding the requirements of some

population document management services,

solutions to problems consulted by the community,

level of responsiveness, friendliness when

providing services, tone of voice, and so on.

Meanwhile, in terms of the ability to process service

requests, most front office officers have completed

the submitted requests promptly in accordance with

the specified service standards. While a small

number of front office officers are still slow in

carrying out the service process so that the resulting

service document products become less

5 CONCLUSIONS

The implementation of the Sipenduduk program

has been well implemented considering that the use

of Sienduduk services by the people of Pekanbaru

City in accessing population services has

dominated, namely 77%. However, there are still

several factors that hinder and support its

implementation, such as the level of public

awareness of digital literacy and the use of

electronic technology in public services, while the

supporting factors are the PSBB and PPKM policies

caused by the COVID-19 pandemic outbreak.

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Subarsono, AG. 2011. Analisis Kebijakan Publik”.

Yogyakarta: Pustaka Pelajar.

Sugiyono. 2017. Metode Penelitian Kuantitatif, Kualitatif,

dan R&D. Bandung: CV. Alfabeta.

Widodo, Joko. 2021. Analisis Kebijakan Publik: Konsep

dan Aplikasi Analisis Proses Kebijakan Publik.

Malang: Media Nusa Creative.

Data Indikator Kesejahteraan Rakyat Kota Pekanbaru

Tahun 2019/2020

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Sipil Kota Pekanbaru

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Implementation of the Integrated Population Information Service System (Sipenduduk) Program in Pekanbaru City