EFEKTIVITAS PELAYANAN DALAM PEMBUATAN E-KTP PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MALANG PADA MASA PANDEMI COVID-19

The COVID-19 pandemic has brought significant changes in all aspects, including the responsibilities of the Civil Registry Service and the Malang Regency Population Service which are in charge of managing population registration, especially E-KTP. The first face-to-face service system is then brought to the internet via WhatsApp in order to prepare services to facilitate service to the community. Using qualitative descriptive research methods, obtaining the necessary information through interviews and documentation. Meanwhile, measuring the effectiveness of the services provided by using four Budiani indicators, namely target accuracy (program implementation, E-KTP printing targets), program socialization, program targets (SOP, human Resources, budget resources, facilities and infrastructure), and program monitoring (implementation of development programs), identification of problems. Based on the results of research conducted, this online service model can achieve the set print targets, besides that this online service reduces illegal fees for obtaining e-KTP and the service process. Save time because people don't have to come directly to the office