Preventing and Addressing Maladministration in Population Administration Services: A Case Study of the Semarang City Department of Population and Civil Registration

Abstract

Population administration services constitute an essential component of public service delivery, as they are directly related to the fulfilment of citizens’ administrative rights and the provision of legal certainty. In practice, however, service delivery continues to face various forms of maladministration. This study aims to analyse the forms of maladministration, their compliance with the principles of public service, and the measures taken to prevent and address maladministration in population administration services at the Semarang City Department of Population and Civil Registration (Disdukcapil). The study employs an empirical legal research method (socio-legal approach) using a descriptive qualitative design. Data were collected through in-depth interviews with Disdukcapil officials, operators of the Digital Population Identity (Identitas Kependudukan Digital, IKD) application, student interns, and service users, supplemented by observation and documentary analysis. The findings reveal that maladministration persists in the form of an insufficiently efficient queue management system, the implementation of the IKD application without adequate inclusivity for vulnerable groups such as older persons, and the assignment of insufficiently competent personnel to strategic service positions. These findings indicate that the principles of legal certainty, effectiveness, non-discrimination, professionalism, and accountability, as stipulated in Law No. 25 of 2009 concerning Public Services, have yet to be implemented optimally. This study concludes that improving the quality of population administration services requires not only digital innovation but also stronger human resource capacity, inclusive service delivery, and effective oversight mechanisms to prevent and address maladministration.