Administrative Digitalization Development Strategy through the Dukcapil Ceria Mobile Innovation to Enhance Public Service Accessibility in Padang Pariaman

Abstract

This study analyzes the development strategy for administrative digitalization through the Dukcapil Ceria Mobile innovation to improve public service accessibility at the Population and Civil Registration Office of Padang Pariaman Regency. A descriptive qualitative approach was employed through interviews, observation, and documentation involving managers, officers, information technology personnel, users, and non-users. Data were analyzed through reduction, display, conclusion drawing, and SWOT analysis. The findings show that Dukcapil Ceria Mobile facilitates document submission, reduces face-to-face visits, accelerates service delivery, saves time and costs, and enables applicants to monitor application status. Its development is supported by electronic-based government policies, technological advancement, smartphone use, demand for practical services, and collaboration with village governments. However, implementation remains constrained by limited staff competence and numbers, application disruptions, system maintenance needs, unequal socialization, internet access, low digital literacy, device limitations, preference for conventional services, and data security concerns. The study recommends improving system quality, strengthening staff capacity, expanding outreach and user assistance, enhancing data protection, integrating digital and conventional services, and sustaining collaboration with village governments to ensure inclusive, reliable, secure, and accessible population administration services.