Evaluation of Electronic Identity Card (e-ID Card) Issuance Services at the Department of Population and Civil Registration of South Bengkulu Regency

Abstract

This study aims to evaluate the issuance of Electronic Identity Cards (e-ID Cards) at the Department of Population and Civil Registration of South Bengkulu Regency. This research employed a descriptive qualitative approach. Data were collected through interviews, observations, and documentation. The collected data were analyzed using data reduction, data display, and conclusion drawing. The study involved five informants, consisting of two key informants and three primary informants. This research adopted the CIPP Evaluation Model proposed by Stufflebeam (2003:67), which consists of Context, Input, Process, and Product evaluation. Context Evaluation: The mobile outreach program (jemput bola) had previously been implemented; however, it is currently no longer operational because the supporting network has been discontinued by the central government. As a result, the transmission of population data can no longer be carried out as intended. Input Evaluation: The issuance of an e-ID Card generally requires approximately two days, although the processing time may be longer depending on the availability of blank ID card stock. In addition, applicants are required to use a queue number system, which often results in long waiting times due to the high number of applicants. Limited office operating hours also contribute to longer service delivery times. Process Evaluation: Correcting inaccurate personal data in the e-ID Card issuance process requires more than two working days. Applicants are provided with a collection receipt indicating the scheduled date for collecting their completed e-ID Card, usually two to three working days later. The receipt clearly specifies the day, date, month, and year of collection during official office hours. Product Evaluation: Overall, the e-ID Card issuance program has been implemented effectively. However, errors occasionally occur in the population database, particularly regarding applicants' names, addresses, and dates of birth, which may not correspond with their birth certificates. Consequently, data corrections are sometimes necessary. In terms of service accessibility, the program has performed satisfactorily, as services are provided by officers in accordance with official office hours