The Paradox of Public Service Digitalization: Electronic Signature Implementation for Family Card Document Issuance in Kuningan Regency

Abstract

This study examines public service transformation through e-government and the operational dependence that centralized digital systems create. It analyzes the implementation of e-signature policy in the issuance of Family Card documents at the Population and Civil Registration Office of Kuningan Regency, examines the paradox of public service digitalization, and evaluates local mitigation strategies during system disruptions. This study employed a descriptive qualitative approach within a post-positivist paradigm. Data were collected through an in-depth interview with an anonymized key informant, direct observation of service processes, incidental interviews with service applicants, and documentation. The findings show that e-signature implementation operates effectively under normal system conditions. This effectiveness is reflected in communication across various channels, support for biometric devices, system-based compliance among public officials, and a more concise bureaucratic mechanism. The main conceptual finding is algorithmic compliance (compliance by design), namely, compliance achieved by the Population Administration Information System, which prevents the issuance of final documents without e-signature authorization. However, service acceleration to under one hour remains significantly dependent on the central server and network stability. During system disruptions, final documents may remain as drafts, while local officials use temporary offline recording, backup connections, and procedural adaptation to maintain service continuity. This study recommends strengthening regional server nodes, developing a Crisis Management Standard Operating Procedure, and providing system-disruption mitigation training for service personnel.