Implementation Of The Sipanduk Application To Improve Public Services In Windusengkahan Village Kuningan Regency

Abstract

The implementation of e-government is a strategic step taken by the government to improve the quality of public service by utilizing information technology, including through the SIPANDUK (Population Service Administration System) application in Kuningan Regency. The purpose of this study in Windusengkahan Village, Kuningan Regency, and to identify obstacles in its implementation. This study used a qualitative method with a descriptive approach and collected data through interviews, observations, and documentation from village officials, the Kuningan Regency Population and Civil Registation Office, and community service user. The Assesment of service quality was based on the service Quality (SERVQUAL) theory, which includes dimensions of tangibles, reliability, resvonsiveness, assurance, and empathy. The result showed that the implementations of the SIPANDUK application at the village level is not optimal because most service are still performed manually and the application has not been consistently used as the primary service system. Some of the main obstacles identified were limited equipment capabilities, low digital literacy among the community, a lack of supporting facilities, and inadequate socialization and implementation of standard operating procedures for digital service. This study recommends increasing human resource capacity, strengthening inter-agency coordination, and optimizing service systems and procedures by implementing SIPANDUK so that the quality of public services can be improved sustainably.