DIGITALISASI DOKUMEN AKTA KELAHIRAN DAN AKTA KEMATIAN DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK (KANTOR DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MALANG)

As information technology advances, the public's need for quick, accurate, and transparent
population management services has led to the digitalization of birth and death certificate records at
the Malang Regency's Population and Civil Registration Office. The goal is to examine the
digitalization process, pinpoint any roadblocks, and evaluate how it affects the standard of public
services. According to this study, which employed descriptive qualitative methods including
observations, interviews, and documentation studies, digitalization speeds up the service process,
simplifies data archiving, and reduces administrative errors; these improvements lead to increased
time efficiency, enhanced data accuracy, and greater public satisfaction. However, the study also
identified challenges such as insufficient technology infrastructure, low digital literacy among the
general public, and the requirement for staff training. In conclusion, the efficacy and efficiency of
public services have been improved by document digitalization; nevertheless, further assistance is
needed to enhance infrastructure, personnel, and public outreach.
Keywords: Education Services, Digitalization, SUKASAM Application, Community Satisfaction