Model of Implementation of Population and Civil Registration Services in the Surabaya City Government Indonesia

The Surabaya city government received the Award as the most innovative city in Indonesia at the 2021 Innovative Government Award in the delivery of public services. In 2018, the Department of Population and Civil Registration of Surabaya City Government also received a Public Service Innovation Award for six in one public service innovation, including the processing of birth certificates, deaths, marriages, divorces, letters of moving in and out online. The researchers were interested in conducting best practice research on how to model the implementation of population administration and civil registration services in the Surabaya city government. The aim of the research was to identify the model for implementing population administration and civil registration services in the Surabaya city government. The research method used a qualitative case study approach. The first step was to identify the process of providing public services at the population and civil registration office of Surabaya city government based on facts in the field using observational data mining techniques for all public service delivery activities; in-depth interviews with leaders, 11 employees and society; collecting and analyzing public service delivery documents; as well as conducting focus group discussions to triangulate the previously obtained data. The second step was coding with data reduction, data display, and conclusion. The third step was to formulate the findings of the analysis to obtain a model for implementing population administration services in the Surabaya city government. The research findings showed that in the process of implementing population administration and civil registration services in the Surabaya city government, the use of technology is to provide easy, fast and precise public services. The conclusion of the study is that the implementation of easy, fast and appropriate public services must include technology.