Bureaucratic Delay in ID Card Service Delivery Through Lampung City Dukcapil's E-Government System

Briliani Putri Pijar Pratiwi

doi:10.70294/jimu.v4i01.1913

Penulis

Briliani Putri Pijar Pratiwi Nantong University

DOI:

https://doi.org/10.70294/jimu.v4i01.1913

Kata Kunci:

Electronic ID Cards, Bureaucratic Delays, Organizational Factors, Human Resource Factors, Cultural Factors, Three Delays Model, Public Administration

Abstrak

Even though e-ID card services are available in Bandar Lampung, delays still often occur. According to Permendagri No. 19/2018, these services should be completed within 24 hours. This paper examines the factors behind the delays, including organizational, cultural, and human resource issues. From the organizational side, problems arise because the card-issuing units depend heavily on central units and lack backup support for local offices. There is no real-time tracking for recording, printing, and delivery processes, and the vertical structure of the organization slows down decision-making. Cultural factors also contribute, such as a top-down command style, lack of standard operating procedures, and low transparency, all of which make it harder to respond quickly. Human resource issues add another layer, including differences in digital literacy, lack of proper training, and uneven workloads, which reduce the effective use of SIAK-IKD systems. Using the “Three Delays” Model, the analysis shows that Delay 3 related to service delivery is the main problem, while Delays 1 and 2, linked to decision-making and access, also play a role in preventing services from reaching the expected delivery standard in Bandar Lampung.

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