An Evaluation of Electronic ID Card Program to Improve Public Service Quality at Department of Population and Civil Registration Kediri City

Abstract

The development of e-ID card in Kediri City has improved to a higher level (The Ministry of Domestic Affairs of Indonesia) of e-government application in the local area. The research problems of this study are; firstly, it was related to the concept of the e-service on the e-ID card program in the efforts of service quality improvement; and secondly, it was related to the influence factors of the e-ID card program implementation in the efforts of service quality improvement. The research data and information were collected by an intensive observation, in-depth interview, and documentation. The research was also analyzed by the qualitative approach and discussed by the evaluation concept as a grand theory of analysis. The research results were derived from the research problems that concluded two main analysis results; firstly, Department of Population and Civil Registration used the Information and Technology (IT) based governance that has lead to the implementation of  e-service. Secondly, The restraining factors also relate to the external and internal factors, such as; infrastructures, organizational structures, skill of the employees, and program socialization. The external factor came up from the low awareness and interest of community.

Keywords: Public Service Quality, e-Government, e-Service, Evaluation