The Effectiveness of Digitalization of Class C Driving License (SIM) Extension Services at the Kupang City Police Traffic Unit

Melania Mira Nahak; Melkisedek N.B.C Neolaka; Delila Anggelina Nahak Seran; Jim Briand Kolianan

doi:10.63922/ijeter.v4i03.4870

Melania Mira Nahak Public Administration Study Program, Faculty of Social and Political Sciences Nusa Cendana University, Kupang City
Melkisedek N.B.C Neolaka Public Administration Study Program, Faculty of Social and Political Sciences Nusa Cendana University, Kupang City
Delila Anggelina Nahak Seran Public Administration Study Program, Faculty of Social and Political Sciences Nusa Cendana University, Kupang City
Jim Briand Kolianan Public Administration Study Program, Faculty of Social and Political Sciences Nusa Cendana University, Kupang City

DOI: https://doi.org/10.63922/ijeter.v4i03.4870

Keywords: Digital Public Service, Driver License Renewal, Program Effectiveness, Public Service Innovation, Service Quality

Abstract

The digital transformation of public services has encouraged the Indonesian National Police (Polri) to introduce the SINAR application as an online driver's license (SIM) renewal service to improve the quality of service to the public. This study aims to analyze the effectiveness of the SIM C renewal service through the SINAR application at the Kupang City Police Traffic Unit based on program effectiveness indicators according to Budiani. The study used a qualitative approach with a descriptive research type. Research informants were determined purposively, consisting of Traffic Unit officers and community users of the SINAR application service. Data were collected through observation, interviews, and documentation, then analyzed using the Miles and Huberman model which includes data reduction, data presentation, and drawing conclusions. The results of the study indicate that the SINAR application has provided easy access, time efficiency, and supports the digitalization of services, while socialization and monitoring of the program have been carried out through various media, complaint systems, and periodic evaluations. However, the effectiveness of the program is still influenced by low application utilization, differences in community digital literacy, technical system constraints, and limited internet network. The conclusion of the study shows that the effectiveness of the SIM C renewal service through the SINAR application has been running quite well, but not yet fully optimal, so it is necessary to improve the quality of the system, simplify procedures, strengthen socialization, digital education, and optimize the complaint mechanism.

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