HYBRID SERVICE INEFFICIENCIES IN CIREBON CITY DISDUKCAPIL’S SPBE DIGITAL ECOLOGY

Abstrak

The implementation of the Electronic-Based Government System (SPBE) is a agenda that seeks to improve efficiency in bureaucracy and the quality of services provided to the public. In the context of population administration, the implementation of SPBE at the Cirebon City Disdukcapil is carried out using a hybrid service model that combines online and offline services. However, the implementation of this hybrid service has not had a positive impact on improving the quality of public services. The online services are limited and not integrated, thereby failing to reduce the number and duration of direct visits by the public to service offices. This situation has created a perception among the public that SPBE does not simplify services, but rather adds steps to the bureaucracy without certainty regarding the timing and results. Through the use of a public administration ecology approach, this article examines the issue of hybrid services as a result of the interaction between natural ecology (the physical environment of service delivery), non-natural ecology (social behavior and institutional logic), and digital ecology (the application of SPBE). The results of the analysis show that the imbalance of these three ecological dimensions has resulted in the suboptimal functioning of SPBE as a tool for improving the quality of public services. This article suggests the implementation of a rational hybrid service model based on integrated SPBE, with the principles of a single physical visit, certainty in the process, and optimization of electronic service functions in all stages before and after service delivery.