The Paradox of Population Administration Services: Administrative Achievement and Unegual Access in Pidie Regency
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Abstract
This study analyzes the governance of population administration services at the Population and Civil Registration Office of Pidie Regency and the barriers that constrain service optimization. A descriptive qualitative approach was employed, with data collected through in-depth interviews, observation, and documentation; informants were selected purposively. The findings reveal a performance paradox: document ownership is very high, including electronic identity card (KTP-el) ownership of 99.82% in 2025, yet access and service experiences remain unequal. The expansion of mobile outreach services has broadened service reach, although reliability continues to be affected by network disruptions and the Population Administration Information System (SIAK). Digitalization has reduced distance-related barriers for some residents, but limited digital understanding, uneven dissemination of information on requirements, and the dominance of vertical accountability constrain its effectiveness. The study concludes that improvements should be directed toward a hybrid service architecture integrating digital channels, mobile outreach services, village (gampong)-subdistrict support, preliminary verification of requirements, and measurable complaint mechanisms so that services become more inclusive, reliable, and accountable.
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