Inovasi Layanan Kependudukan Duta Hatiku (Dukcapil Tanggap Bencana Harapan Timbul Kembali Utuh dari Disdukcapil Sidoarjo
DOI:
https://doi.org/10.62383/risoma.v4i1.1490Keywords:
Disaster Response, Disdukcapil, Duta Hatiku, Population Services, Public Service InnovationAbstract
This research aims to analyze the innovation in population services, called Duta Hatiku (Dukcapil Tanggap Bencana Harapan Timbul Kembali Utuh/Civil Registration Disaster Response: Hope Rises Again Completely), implemented by the Department of Population and Civil Registration (Disdukcapil) of Sidoarjo Regency. This innovation was developed as a quick response service for disaster victims who lost their identity documents. Drawing on the public service innovation theory of Mulgan and Albury, this study examines the novelty, implementation, and impact of the Duta Hatiku program. This qualitative research employs a descriptive approach, with data collected through in-depth interviews, observation, and documentation at Disdukcapil Sidoarjo during May-July 2025. Informants include program managers, field officers, disaster victims as service beneficiaries, and related stakeholders. The results indicate that the Duta Hatiku innovation has successfully provided rapid population document recovery services to disaster victims, with an average service completion time of only 2-3 days, compared to the standard 14 days. The program utilizes mobile service units equipped with portable equipment for on-site document processing at disaster locations. Since its implementation, the program has served 2,847 disaster victims from various incidents, including floods, fires, and landslides. The innovation demonstrates strong characteristics of novelty in service delivery approach, significant improvement in service accessibility, and positive impact on community resilience. This study recommends strengthening coordination with disaster management agencies, expanding mobile unit capacity, developing integrated database systems, and replicating the model to other regions.
Downloads
References
BNPB. (2024). Data informasi bencana Indonesia tahun 2024. Badan Nasional Penanggulangan Bencana.
BPBD Sidoarjo. (2024). Laporan tahunan penanggulangan bencana Kabupaten Sidoarjo 2024. BPBD Kabupaten Sidoarjo.
Carter, W. N. (2008). Disaster management: A disaster manager's handbook. Asian Development Bank.
Creswell, J. W., & Creswell, J. D. (2022). Research design: Qualitative, quantitative, and mixed methods approaches (6th ed.). SAGE Publications.
Denhardt, J. V., & Denhardt, R. B. (2015). The new public service: Serving, not steering (4th ed.). Routledge.
Disdukcapil Sidoarjo. (2024). Laporan program Duta Hatiku tahun 2022-2024. Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sidoarjo.
Folke, C., Hahn, T., Olsson, P., & Norberg, J. (2005). Adaptive governance of social-ecological systems. Annual Review of Environment and Resources, 30, 441–473. https://doi.org/10.1146/annurev.energy.30.050504.144511
Hartley, J. (2020). Innovation in governance and public services: Past and present. Public Money & Management, 25(1), 27–34. https://doi.org/10.1111/j.1467-9302.2005.00447.x
Hartono, B. (2023). Hubungan kecepatan pemulihan dokumen kependudukan dengan pemulihan sosial ekonomi korban bencana. Jurnal Administrasi Publik, 13(2), 156–172. https://doi.org/10.21776/jap.2023.13.2.08
Heeks, R. (2006). Implementing and managing eGovernment: An international text. SAGE Publications.
Kementerian Dalam Negeri. (2023). Pedoman pelayanan administrasi kependudukan dalam situasi darurat bencana. Kemendagri RI.
Kushchu, I., & Kuscu, M. H. (2003). From e-government to m-government: Facing the inevitable. Proceedings of European Conference on E-Government, 253–260.
Miles, M. B., Huberman, A. M., & Saldana, J. (2020). Qualitative data analysis: A methods sourcebook (4th ed.). SAGE Publications.
Mulgan, G., & Albury, D. (2003). Innovation in the public sector. Strategy Unit, Cabinet Office.
Norris, F. H., Stevens, S. P., Pfefferbaum, B., Wyche, K. F., & Pfefferbaum, R. L. (2008). Community resilience as a metaphor, theory, set of capacities, and strategy for disaster readiness. American Journal of Community Psychology, 41(1–2), 127–150. https://doi.org/10.1007/s10464-007-9156-6
Rahmawati, D., & Kusuma, A. (2024). Kolaborasi antar instansi dalam penanganan administrasi kependudukan korban bencana. Jurnal Kebijakan Publik, 15(1), 45–62. https://doi.org/10.31258/jkp.15.1.45-62
Republik Indonesia. (2007). Undang-Undang Nomor 24 Tahun 2007 tentang Penanggulangan Bencana. Sekretariat Negara.
Republik Indonesia. (2009). Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik. Sekretariat Negara.
Republik Indonesia. (2013). Undang-Undang Nomor 24 Tahun 2013 tentang Perubahan atas UU Nomor 23 Tahun 2006 tentang Administrasi Kependudukan. Sekretariat Negara.
Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.
Sedarmayanti. (2020). Reformasi administrasi publik, reformasi birokrasi, dan kepemimpinan masa depan (Edisi revisi). Refika Aditama.
Suwarno, Y., & Pramudya, A. (2022). Inovasi layanan keliling Disdukcapil: Peningkatan aksesibilitas dan kepuasan masyarakat. Jurnal Inovasi Pelayanan Publik, 8(2), 89–106. https://doi.org/10.24198/jipp.v8i2.34567
Weerakkody, V., Janssen, M., & Dwivedi, Y. K. (2011). Transformational change and business process reengineering: Lessons from the British and Dutch public sector. Government Information Quarterly, 28(3), 320–328. https://doi.org/10.1016/j.giq.2010.07.010
Wisner, B., Gaillard, J. C., & Kelman, I. (2012). The Routledge handbook of hazards and disaster risk reduction. Routledge.
Yin, R. K. (2022). Case study research and applications: Design and methods (7th ed.). SAGE Publications.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 RISOMA : Jurnal Riset Sosial Humaniora dan Pendidikan
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
