Implementation of Smart Governance Policy to Improve Public Services in The Population and Civil Registration Service of Banyumas Regency

Abstract

Quality public services are a primary requirement in the era of bureaucratic digitalization. One strategy developed by the local government is the implementation of smart governance through digital service innovation. This study aims to analyze the implementation of smart governance policies at the Banyumas Regency Population and Civil Registration Office (Dindukcapil) using George Edward III's implementation theory indicators, including communication factors, resources, disposition, and bureaucratic structure. The research method used is descriptive qualitative with data collection through interviews, observations, and documentation studies. The results show that the implementation of smart governance at the Banyumas Dindukcapil has undergone a gradual digitalization process since 2015, which continues to be developed into a digital-based service through the website "gratiskabeh.banyumaskab.go.id". However, its implementation still faces obstacles, namely limited digital literacy and unequal internet network infrastructure. The implementation of this public policy is running in accordance with the indicators of George Edward III's theory and supports the improvement of the quality of population administration services. This research provides an academic contribution in enriching studies on the implementation of smart governance in regional-level public services and has a positive impact on service efficiency and transparency.