Inovasi Aplikasi Pelayanan Via Online (PLAVON) Di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sidoarjo

Abstract

The quality of population administration and civil registration services in Sidoarjo Regency is not good. This is
supported by data from the Ombudsman of the Republic of Indonesia, Sidoarjo Regency obtained 43 community
reports in 2021. Apart from that, ownership of population documents in 2020 for the community has not yet
reached the predetermined target. A total of 33,687 residents do not have e-KTP and 6,120 residents do not have
birth certificates. This problem is caused by the performance of population administration and civil registration
services through the WhatsApp hotline system which has not provided satisfactory results. This is because this
system has several drawbacks, namely limited service queue quota, requester files are sometimes lost and data
storage space is still limited. Based on the background of the problems that occurred, the Sidoarjo Regency
Population and Civil Registry Service designed an innovative website-based online service application
(PLAVON) to simplify and speed up the management of population documents. The purpose of this research is
to describe an innovative online service application (PLAVON) at the Population and Civil Registration Office in
Sidoarjo Regency. This research uses a descriptive method with a qualitative approach. PLAVON application
innovation has been going quite well. Ease of use indicator is good enough. Indicators of content and appearance
of information are good enough. The reliability indicator is good. The citizen support indicator is good enough.
Trust/security indicators are good. This supporting in completing form indicator is good. The suggestions provided
include adding other language options that can be used, adding intuitive animations, adding a help page feature
and recruiting new employees and socializing the PLAVON application to the community.