ANALISIS SISTEM INFORMASI PELAYANAN PUBLIK PADA APLIKASI SIBISA DI DISDUKCAPIL KOTA MEDAN

Abstrak

Digital-based public services are one of the government's efforts to improve the quality of services provided to the community. The Population and Civil Registration Office (Disdukcapil) of Medan City developed the SIBISA application as an online population administration service platform. This study aims to analyze the public service information system of the SIBISA application using the DeLone and McLean Information Systems Success Model, which includes system quality, information quality, system use, user satisfaction, and net benefits.

This study employed a descriptive qualitative approach. Data were collected through observations, interviews, and documentation involving employees of the Population and Civil Registration Office of Medan City and members of the public as application users. The data were analyzed through data reduction, data presentation, and conclusion drawing.

The results indicate that the SIBISA application has improved the effectiveness and efficiency of population administration services. The system quality and information quality are considered satisfactory, although several obstacles remain, such as server disruptions, unstable internet networks, and information that is not regularly updated. The use of the application continues to increase and has provided user satisfaction by simplifying the process of obtaining population administration documents without requiring citizens to visit the office directly. Overall, the SIBISA application has contributed positively to improving public service quality. However, improvements are still needed in system stability, information updates, and public outreach to optimize its implementation.