Transformasi Layanan Administrasi Kependudukan oleh Disdukcapil Kabupaten Bekasi di Masa Pandemi Covid-19

This study aims to look at the quality of service in the process of transforming administrative services from an offline system to an online system provided by the Department of Population and Civil Registration of Bekasi Regency during the Covid-19 pandemic. This study was analyzed based on the Theory of Application of E-Government as a result of studies and research from the Harvard JFK School of Government which has the dimensions of Support, Cappacity and Value. The method used in this research is descriptive-qualitative. This paper has succeeded in finding that the Department of Population and Civil Registration of Bekasi Regency has been able to improve the quality of services in the midst of the Covid-19 pandemic which limits the activities of the community, including the processing of administrative documents by providing online services. However, in the process of transforming the online service system, it still has some shortcomings in terms of the facilities provided.Penelitian ini bertujuan untuk melihat kualitas pelayanan dalam proses transformasi layanan administrasi dari sistem offline ke online yang disediakan oleh Disdukcapil Kabupaten Bekasi di masa pandemi Covid-19. Penelitian ini dianalisis berdasarkan Teori Penerapan E-Governmnet hasil kajian dan riset dari Harvand JFK School of Government yang memiliki dimensi Support, Cappacity dan Value. Metode yang digunakan dalam penelitian  ini adalah Deskriptif-Kualitatif. Karya tulis ini berhasil menemukan bahwa Disdukcapil Kabupaten Bekasi telah dapat meningkatkan kualitas pelayanan di tengah pandemi Covid-19 yang membatasi aktifitas langsung masyarakat termasuk pengurusan dokumen administrasi dengan menyediakan pelayanan online. Namun, dalam proses transformasi sistem pelayanan online tersebut masih memiliki beberapa kekurangan dari segi fasilitas yang disediakan