DIGITALIZATION IN IMPROVING THE QUALITY OF SERVICE INFORMATION IN BIRING KASSI VILLAGE

Abstract

Administrative services in Biring Kassi Village have traditionally been conducted manually, resulting in inefficiencies and limited access to public service information for residents. The urgency of service digitalization is essential to improve the quality of services in terms of speed, accessibility, and efficiency. This study aims to enhance the quality of public service information through the digitalization of seven frequently used administrative services, and by providing an online system for submitting community complaints and aspirations. The research employs a descriptive qualitative approach through observation, interviews, and documentation. The findings reveal that the digitalization of public services—through integrated online forms connected to an automated document system—has facilitated residents in applying for administrative letters without visiting the village office. Furthermore, the complaint and aspiration submission system, named PALAPOR Biring Kassi, offers a new, inclusive, safe, and accessible channel, especially for individuals reluctant to express their concerns in person. This innovation serves as an entry point for gradual digital transformation at the village level while still maintaining manual service options for those unfamiliar with digital tools. The study concludes that the implementation of digital systems improves public service efficiency and strengthens community participation.