TRANSFORMASI LAYANAN ADMINISTRASI DIGITAL: SEBUAH KAJIAN INOVASI TEKNOLOGI PENCATATAN SIPIL “KNG” KLAMPID NEW GENERATION DI KOTA SURABAYA

Abstract

The Surabaya City Department of Population and Civil Registration presents a digital innovation in
population and civil registration administration services through an application named "KNG" or "Klampid
New Generation". However, in its implementation, several issues were identified, such as unclear installation
processes that frequently change and limited accessibility for residents outside Surabaya. This study aims to
describe the use of the application in providing population and civil registration services through the KNG
application. The research method used is descriptive with a qualitative approach. The focus of this study is
based on the digital innovation strategy framework by Nylén and Holmström (2015). The research was
conducted at the Surabaya City Department of Population and Civil Registration using interview,
observation, and documentation techniques. This study employs narrative analysis techniques, including data
collection, data reduction, data presentation, and drawing conclusions. The results show that users are
satisfied with the simple and easy-to-understand interface of the KNG application. KNG application offers
value propositions with bundled services and clear task distribution. Continuous improvement in
understanding and teamwork in evaluating the KNG application, along with improvisation and coordination
among staff, ensures the optimal use of KNG application. Based on the research findings, the following
suggestions are made: 1) There should be clarity regarding other versions of KNG, including mobile
application versions that can be installed on Android and iOS systems. 2) Residents outside Surabaya should
be granted access to certain features available in the KNG application.