In this era of globalization, population administration plays an important role in processing data and information on citizens. Population administration is an activity carried out by the government to collect, organize, and use population data. The aim is to provide accurate information on the number, characteristics, needs, and potential of the population. These activities include population registration, recording important events such as births and deaths, issuing official documents, and analyzing demographic data. The government's obligation is to provide optimal public services to meet the needs of citizens. The quality of public services reflects how effectively the objectives of administration are achieved and how efficiently the bureaucracy performs (Liya & Hardjati, 2023). Local governments, whether cities or districts, must properly administer population administration through the provision of population administration documents (Putra & Pertiwi, 2023). Efforts to meet these needs are referred to as public services, which encompass various aspects of life, such as health, population administration, education, and other fields (Permana & Hardiawan, 2018).

The government is fully responsible for providing good and high-quality public services to all citizens without exception, based on valid laws and regulations (Putri B.S, 2023). Law Number 25 of 2009 on Public Services states that public services are a series of activities carried out to accommodate the public's needs for goods, services, and administrative matters by the government. Public services cover the entire span of human life, from birth to death. Therefore, its implementation must always be based on regulations that meet service standards (Berlianto & Muljanto, 2024). The public increasingly demands effective, efficient, and satisfactory public services from the government. This demand continues to grow in line with the development of the needs and expectations of the public as service recipients (Patu & Pramudiana, 2023). To ensure that the public receives services that meet their expectations, the government must ensure that public services are efficient and effective. This requires clear service standards to guarantee the quality of public services (Tahir, 2024)

Population services are important for the community because they provide valid and legal proof of identity that can be used in various public services. Population registration and records of important events are part of population administration, which is a representation of public services that must be properly implemented for the community (Irianto et al., 2022). Additionally, accurate population data can assist the government in providing more equitable services such as education, health, and social welfare, as well as help maintain security, order, and monitor population activities. As the core of public services, the Population and Civil Registration Office provides the accurate population identity foundation that is essential for all types of public services (Awairaro, 2024). Accurate population information is crucial in decision-making related to resource distribution, the provision of public services, and the formulation of social policies. Therefore, with valid population documents, the government can identify each individual and ensure clear and valid identity for all citizens. This

also facilitates law enforcement, security monitoring, and addressing population- related issues such as identity theft, document forgery, and illegal immigration.

Policy implementation is a series of actions to realize policy decisions originating from various levels of legislation, starting from laws to presidential decrees (Wulandari & Nurarpenia, 2018). The obligation for every Indonesian citizen and immigrant with permanent residency rights who meets the criteria of being 17 years of age or older or having marital status (married or previously married) is regulated in Article 63 of Law No. 24 of 2013 on Population Administration. Local governments, as the entities responsible for providing public services, have the responsibility to improve the quality of public services provided to the community (Chayani et al., 2019).

State administrative matters concerning population and civil events are the responsibility of the Population and Civil Registration Office, which is part of the regional government structure. The Population and Civil Registration Office is responsible for providing population registration and civil registration services that meet legal standards and community needs (Novita & Tristiana, 2022). The Population and Civil Registration Office is responsible for population administration services, which include the issuance of Family Cards (KK), Electronic Identity Cards (KTP-El), Indonesian Citizen Transfer Certificates (SKPWNI), Birth Certificates, Death Certificates, and Marriage Certificates (Sihombing, 2022)

The public can access the services of the Population and Civil Registration Office directly or through an online system that is integrated with the information available on the office's official website. The implementation of population administration services in Cirebon Regency is based on Regional Regulation No. 9 of 2009, Article 3, regarding the Implementation of Population Administration. This regulation stipulates that every citizen is obligated to report significant events and population-related matters they experience to the Population and Civil Registration Office, accompanied by the required documentation. Therefore, every population event that occurs in the community must be reported by creating population documents that will later affect the issuance or modification of other documents. At the same time, the community is required to have and update population documents based on the actual situation.

The Population and Civil Registration Office of Cirebon Regency revealed that more than 18,000 people in Cirebon Regency have not yet registered their data for the E-KTP. In response to the reluctance of some members of the community to process civil registration documents, particularly regarding E-KTP registration, the Population and Civil Registration Office of Cirebon Regency launched a mobile service program known as the Kelingan Adminduk (Mobile Population Administration Service Vehicle) program. This innovative program aims to address accessibility issues and simplify population administration services for residents in Cirebon Regency, especially for remote communities and people with special needs. This is because public services have not yet been able to reach all segments of society, such as the elderly, the sick, and people with

disabilities, who are often overlooked, as if their existence is not considered important (Kurniawati, 2022).

Kelingan Adminduk is a door-to-door service. This service brings home the data collection system ID card / Electronic registration card (KTP-El) without having to come to the place of enrollment itself, for example for the group of individuals requiring special service (Mubaroq & Ananta, 2024). The main focus of the Kelingan Adminduk program is E-KTP service. The means of transportation to reach the prospective voters of the Kelingan Adminduk program are 6 motorcycles, including 2 motorcycles with a notification system, 2 with 4-wheeled vehicles and 1 Elf Microbus.

This outreach effort has actually been in existence and operation since 2022, it has simply undergone some re-namings. In 2022, the name of the program was changed to “Tapak Jalak (Integrated Administration of Population, Birth Certificate and Death Certificate).”. The Tapak Jalak program was later renamed as “Kudu Nglayap (Kula Dugi Nglayani Population Admistration)” in 2023. In 2024, Kudu Nglayap changed name into “Kelingan Adminduk (Mobile Population Adminstration Service Vehicle)”. This change does not alter the main objective, which is to provide assistance to the community who do not yet have population documents and face difficulties in accessing the services provided by the Cirebon Regency Population and Civil Registration Office. Thus, with this program, the Cirebon Regency Population and Civil Registration Office can reach the community who face difficulties in accessing population administration services by directly visiting the relevant sub-districts or villages, or even directly to residents' homes.

This population service is implemented so that services can be closer to the community. In addition to offering mobile services, the Cirebon Regency Population and Civil Registration Office also educates the community about the importance of having population documents, especially in accessing education, health, and other social benefits. Furthermore, it is hoped that providing services directly to the community will increase community satisfaction, speed up the service process, and simplify the administrative process of documents for residents.

Based on the background described above, the issues to be explored in this study are related to how the Kelingan Adminduk program services can be brought closer to the community, the supporting and hindering factors of the Kelingan Adminduk program services, and finally, the efforts made to optimize the Kelingan Adminduk program services. This study aims to determine how the Kelingan Adminduk service program can become closer to the community in Cirebon Regency.

This study refers to several previous studies, one of which is a study entitled “Policy Innovation of the Kalimasada Program Through Proactive Population Administration in Wonorejo Rungkut Village” conducted by Ima Nur Rosyida and Yusuf Hariyoko in 2024. This research is motivated by the Surabaya City Government's initiative to streamline administrative services through the

KNG (Klampid New Generation) online platform. The focus of this study is to examine the implementation of the Kalimasada program (Community-Aware Population Administration Zone) in Wonorejo Rungkut Village, Surabaya. Based on the theoretical framework of Kepmenpan No. 63 of 2003 and using a descriptive qualitative method, the study concluded that the Kalimasada services are functioning well, are free of charge, fast, comprehensive, and supported by adequate infrastructure.

Another relevant study is “The Effectiveness of the Rapid and Responsive Mobile Team Service (Jempol Tiger Japri) of the Semarang City Population and Civil Registration Office” by Achmad Safna Al Azra, Ari Subowo, and Augustin Rina Herawati (2023). Physical limitations or health conditions that make it difficult for the elderly and other vulnerable groups to register for an E-KTP at the sub-district office or the Population and Civil Registration Office are the main reasons for conducting this study. This study analyzes the effectiveness of the Jempol Tiger Japri service in increasing E-KTP ownership among the elderly in Semarang City. This research is descriptive qualitative research using Sutrisno's theory of program effectiveness (dalam Nuraida, 2019). The finding has provided evidence that the Jempol Tiger Japri service had not created the effectiveness as intended due to the subpar service outputs and response times. Lack of monitoring is also a challenge to the effectiveness of the programme.

Another similar research is “Innovation of Service and JARAN IJO (Jemput Bola Rentan Adminduk Iso Jujug Omah) in Population and Civil Registration Office (Disdukcapil) of Blitar Regency” by Niza Rika Dwi Inka Sari and Meirinawati in 2022. The purpose of this study is to analyze service innovation of Si Jaran Ijo in Population and Civil Registration Office of Blitar District. The analysis is qualitative and builds on Bloch's (2010) theory of public service. Result: the innovation of Si Jaran Ijo creates an E-KTP (Electronic ID card). Service is through a door-to-door basis, and socializing and using social networks for information sharing is the mode of communication.

Another related research by Frederikus Patu and Ika Devy Pramudiana (2023) is “Implementation of E-KTP Population Administration Services for Persons with Disabilities in East Manggarai Regency”. This research discusses the implementation of E-KTP services in relation to disabled east manggarai regency east Nusa Tenggara. Utilizing a descriptive qualitative approach as well as a theoretical framework proposed by George C. Edwards III, it was revealed that the indicators of success exist in the wide outreach of socialization, the professionalism and dedication of the Population and Civil Registration Office staff who work sincerely, and in a firmly established bureaucratic function with full staff participation and adherence to the SOPs.

The last studied research was “Inovasi Karuahansinak Penduduk (Jebol Anduk) untuk Meningkatkan Kualitas Prasaranaser- vis Publik “ by Marselus Yollan Lokabora and Fithriana Noora, 2019. This research is conducted to scrutinize the implementation of Jebol Anduk program on population administration services with a mobile bus. The research is a study of the role of the Jebol Anduk program of public services in their effort to develop the Population and Civil Registration Office of the Malang Regency and the factors

that support and prevent such a step. By applying descriptive qualitative approach and referring to the theories by Mukarom and Laksana (2016:97), the finding of the study revealed that the program of Jebol Anduk has managed to enhance the quality of public service at the Disdukcapil of Malang Regency. Yet it must still address several issues including fluctuating internet services, insufficient public knowledge of significance of population documents, and rarity of E-KTP forms.

After reviewing several relevant studies, it can be concluded that this study has its own advantages. The main difference lies in the location and focus of the program being studied, namely the Kelingan Adminduk program initiated by the Population and Civil Registration Office of Cirebon Regency, which has never been the subject of research before. Furthermore, this study adopts a different theoretical framework, namely the theory proposed by Sinambela (2010), which includes indicators of transparency, accountability, conditionality, participation, equality of rights, and the balance between rights and obligations. Additionally, the topic of the Kelingan Adminduk program is still relatively new and has not been extensively studied, so the findings from the implementation of this program are expected to provide unique and distinct contributions from previous studies. Therefore, this research has strong originality and is scientifically accountable.

This study uses a qualitative method, which is considered accurate in describing the actual conditions of the research object. The researcher acts as the main instrument, and the data is analyzed through triangulation to emphasize meaning rather than generalization (Sugiyono, 2013). The selection of this method is taken here to ensure the authenticity and reliability of the research findings are grounded on field evidence and data gathered. In order to acquire an in-depth understanding and realistic portrayal of the phenomena in the field, the researcher decided to go with the quality science method. Therefore it is anticipated that the outcomes of your investigations are of high quality and accuracy.

Research was conducted in Cirebon District Population and Civil Registration Office at Sunan Muria Street No. 4, Sumber Subdistrict, Cirebon District. The study spanned from December 2024 to March 2025 and investigated the Kelingan Adminduk program, a mobile population administration service managed by the Cirebon District Population and Civil Registration Office.

Qualitative research heavily relies on informants to obtain data and information. The strategy for determining research information sources was conducted using purposive sampling, a process of selecting informants based on specific characteristics. This technique was chosen based on the belief that it is the most effective way to identify informants with relevant understanding and experience related to the research focus (Sugiyono, 2013). Therefore, the collected data is expected to be more focused and in-depth. The research informants are classified into two groups: supporting informants and key informants. The Head of the Civil Registration Division of the Cirebon District Disdukcapil is the key

informant, while the residents of Cirebon District who receive the Kelingan Adminduk service are the supporting informants.

Qualitative research requires researchers to actively participate in every stage of the methodology. Simple and interesting research tools will be designed after the research topic is thoroughly understood (Sugiyono, 2013). Data collection is the primary objective of the research, so selecting the appropriate techniques is crucial. The success of the research heavily depends on the researcher's ability to collect high-quality data. This study employs observation, interviews, and documentation as methods for data collection.

To maintain data validity, this research applies data source triangulation, which involves comparing field observation data with interview data, comparing informants' public and private statements, comparing informants' statements within and outside the research context, and comparing interview findings with corresponding field data. Data analysis is applied as a systematic method for organizing and understanding information obtained from observation, documentation, and in-depth interviews. This analysis is conducted concurrently with data collection and refers to the Miles and Huberman model (Sugiyono, 2013), which includes three main stages: data reduction, data presentation, and conclusion drawing or verification.

This study aims to analyze the Kelingan Adminduk program, an initiative of the Cirebon District Population and Civil Registration Office to optimize population administration services, particularly in the process of recording electronic identity cards (E-KTP). Thus, it is hoped that all residents of Cirebon District will have valid identity documents. Qualitative methods were applied in this study, and in-depth interviews were used to collect information from key informants (Head of the Civil Registration Division) and supporting informants (residents receiving Kelingan Adminduk services). To strengthen the data, the researcher also participated in participatory observation during the implementation of the Kelingan Adminduk activities in Megu Cilik Village, Weru Sub-district, Cirebon Regency, accompanied by population registration staff from the Cirebon Regency Population and Civil Registration Office.

Based on field observations, it was found that some residents of Cirebon Regency, particularly the elderly and people with disabilities, do not yet have an

E-KTP. To ensure that everyone can benefit from the Kelingan Adminduk program, the Cirebon Regency Disdukcapil provides special access for those who experience difficulties. This office is responsible for providing equal administrative services to all residents, as stipulated in Law Number 24 of 2013. To achieve this, the Head of the Cirebon Regency Population and Civil Registration Office has created a mobile service program called the Kelingan Adminduk program.

The Kelingan Adminduk initiative has succeeded to increase the coverage of civil registration services in Cirebon Regency, especially for marginalised

populations. But the success of the Kelingan Adminduk program has not yet been perfect internet signals so unstable, lack of human resources, inadequate infrastructure such as enrollment centers lack of E-KTP recording tools, and interferences in the SIAK (Population Administration Information System) application. Based on the results of this research, the overall conclusion is that the principle of accountability, conditionality, participation, equality of rights and balance between rights and obligations are applied well. Nevertheless these issues are not resolving due to lack of manpower and infrastructure facilities for enrollment. Hubs of support for the Kelingan Adminduk program are preparedness of mobile service vehicles and supportovan and motivation from the leadership and the community that have a very significant effect on the enthusiasm of staff in the implementation of the Kelingan Adminduk program. Obstacles for the Kelingan Adminduk program were there are interruptions in the internet and SIAK applications (Silpa applications) which had a direct negative impact on the efficiency of services, especially under conditions of sudden spikes in the number of requests. The optimization of the Kelingan Adminduk KTP program was done through service quality improvement in order to achieve public satisfaction, the improvement of human resources, access and use of effective and efficient technology as well as the maintenance of facilities and infrastructure that has an impact on smoothness of the program, evaluation of the use of conducts conducted regularly to measure the effectiveness of a program, create an open space for public discussion to throw ideas, opinions, suggestions and criticism.

Future studies are recommended to explore in greater depth the role of digital infrastructure and human resource readiness in supporting inclusive civil registration programs like Kelingan Adminduk. Given that internet instability and system interruptions (such as in the SIAK application) have significantly hindered service delivery, further research could examine alternative technology solutions, such as offline-capable systems or integrated mobile apps tailored for remote areas. Additionally, longitudinal studies could assess the long-term impact of leadership support and community participation on staff motivation and service efficiency. Investigating the role of community-based feedback mechanisms and how they influence program responsiveness and adaptation would also be valuable. Lastly, a comparative study involving similar initiatives in other regions could provide a broader understanding of best practices and scalable solutions for improving digital civil registration services across Indonesia.