Efektivitas Sistem Pelayanan Daring dalam Administrasi Pencatatan Sipil di Indonesia: Tata Kelola Pemerintahan Digital, Kesenjangan Digital, dan Perlindungan Data Pribadi

Abstract

The digitalisation of population administration is a central instrument of public-sector reform aimed at improving the effectiveness, accuracy, and accessibility of civil-registration services in Indonesia. Online service systems managed by the Directorate General of Population and Civil Registration (Dukcapil) promise faster processing, lower bureaucratic cost, more reliable identity data, and inter-agency interoperability that supports evidence-based policy. Yet implementation remains uneven. Drawing on e-government theory, this article frames the problem not merely as a technical roll-out but as a question of digital governance involving the state, frontline bureaucracy, technology infrastructure, and citizens of unequal digital capability. Using a normative juridical method with statutory and conceptual approaches, supported by comparative reference to international digital-government practice, the study analyses how Law No. 24 of 2013 on Population Administration and Law No. 27 of 2022 on Personal Data Protection operate in practice. The analysis finds that the gains of online civil registration are constrained by a persistent design–reality gap: infrastructural and interoperability deficits, a multilevel digital divide, low institutional capacity and change resistance, regulatory lag toward fully paperless processes, and incomplete safeguards for personal data. The article argues for shifting from an efficiency-only narrative toward a public-value and rights-based model, integrating infrastructure equalisation, digital-literacy support, accountable data governance, and citizen-centred service design so that digital civil registration becomes effective, secure, inclusive, and equitable