Characteristics of Public Service Innovation in the SAYANG GADIS Program at the Department of Population and Civil Registration of Kediri Regency

Abstract

Population administration services are essential to citizens’ access to legal identity, yet requirements to visit service points can exclude people with limited mobility. The Population and Civil Registration Office of Kediri Regency introduced SAYANG GADIS (Sahaja Datang Bahagia Disabilitas) to provide home visits and door-to-door services. This study examines the program through Rogers’ five innovation attributes: relative advantage, compatibility, complexity, trialability, and observability. Using a descriptive qualitative approach, data were collected through interviews, observation, and documentation involving the Head of Population Registration Services, program staff, and service recipients or their families. Analysis followed Miles, Huberman, and Saldaña’s stages of data condensation, data display, and conclusion drawing and verification. The findings indicate that the program improves access for residents unable to visit service points and has adapted its target groups to needs identified during implementation. Challenges include recipients’ conditions, internet connectivity, access to locations, and hospital procedures. Practice-based adjustments indicate some trialability, although no formal training or documented trial process was identified. Improved access to electronic identity card recording and issuance, together with positive recipient responses, makes the program’s benefits observable. The study highlights the value of accessible service delivery while identifying operational barriers that require attention.