Manajemen Pelayanan Publik Berbasis Digital melalui Aplikasi Sentuh Tanahku di Kabupaten Ponorogo

Abstract

The digitalization of land administration services is an integral part of bureaucratic reform that requires the implementation of effective public service management to enhance efficiency, transparency, and service quality. This study aims to analyze the management and level of utilization of the Sentuh Tanahku application service in Ponorogo Regency, as well as to identify factors influencing the effectiveness of digital land service management. The research adopts a qualitative descriptive approach, with data collection techniques including observation, documentation, and direct work practice conducted during an independent internship at the ATR/BPN Office of Ponorogo Regency. The findings indicate that the utilization of the Sentuh Tanahku application by the public remains relatively low, reflecting suboptimal digital service management. This condition is influenced by limited public digital literacy, insufficient service socialization and assistance, restricted internet access in certain areas, and a public preference for face-to-face services. Nevertheless, the Sentuh Tanahku application demonstrates significant potential to improve the accessibility and efficiency of land administration services if supported by strengthened service management, particularly in the aspects of service planning, implementation, and evaluation.