DYNAMIC CAPABILITIES: STUDI PADA LAYANAN PUBLIK DRIVE THRU DI DINAS KEPENDUDUKAN DAN CATATAN SIPIL KOTA YOGYAKARTA

Chelina Putri Patrysya, Drs. Yuyun Purbokusumo, M.Si.,Ph.D

2026 | Tesis | S2 Administrasi Publik

Pelayanan administrasi kependudukan merupakan salah satu bentuk pelayanan publik yang dituntut untuk mampu beradaptasi terhadap perubahan lingkungan dan kebutuhan masyarakat, khususnya pada masa krisis pandemi COVID-19. Dalam kondisi keterbatasan pelayanan tatap muka, Dinas Kependudukan dan Pencatatan Sipil Kota Yogyakarta mengembangkan inovasi layanan Drive-Thru sebagai alternatif pelayanan administrasi kependudukan yang cepat, aman, dan minim kontak fisik. Inovasi ini tidak hanya menjadi respons terhadap situasi krisis, tetapi juga berkembang sebagai bagian dari upaya peningkatan kualitas dan keberlanjutan pelayanan publik.

Penelitian ini bertujuan untuk menganalisis bagaimana dynamic capabilities berperan dalam pembentukan, implementasi, dan keberlanjutan inovasi layanan Drive-Thru di Dinas Kependudukan dan Pencatatan Sipil Kota Yogyakarta. Penelitian menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui wawancara mendalam, observasi lapangan, dokumentasi, dan analisis dokumen resmi. Analisis data dilakukan menggunakan kerangka Dynamic Capabilities dari Teece yang meliputi dimensi sensing, seizing, dan reconfiguring beserta micro-foundation yang mendukung setiap dimensi tersebut.

Hasil penelitian menunjukkan bahwa kemampuan sensing tercermin melalui kemampuan organisasi dalam mengidentifikasi perubahan kebutuhan masyarakat terhadap pelayanan administrasi kependudukan yang cepat, fleksibel, dan aman selama pandemi, serta kemampuan membangun koordinasi dengan berbagai aktor pendukung pelayanan. Kemampuan seizing terlihat melalui pengambilan keputusan strategis dalam merancang model layanan Drive-Thru, pembentukan struktur pelayanan, pengalokasian sumber daya, serta pengembangan mekanisme pelayanan yang lebih efisien dan mudah diakses masyarakat. Sementara itu, kemampuan reconfiguring ditunjukkan melalui pengembangan layanan secara berkelanjutan, perluasan jangkauan pelayanan mobile, integrasi layanan dengan program digitalisasi administrasi kependudukan seperti aktivasi Identitas Kependudukan Digital (IKD), serta penyesuaian proses pelayanan sesuai kebutuhan masyarakat.

Penelitian ini menunjukkan bahwa keberhasilan inovasi layanan Drive-Thru tidak hanya dipengaruhi oleh faktor teknologi atau kebutuhan krisis semata, tetapi juga oleh kemampuan organisasi dalam membangun dynamic capabilities secara berkelanjutan. Temuan penelitian memperkuat relevansi teori dynamic capabilities dalam konteks sektor publik, khususnya dalam mendukung inovasi dan keberlanjutan pelayanan administrasi kependudukan.

Population administration services are one of the forms of public service that are required to continuously adapt to environmental changes and evolving community needs, particularly during crisis situations such as the COVID-19 pandemic. Amid restrictions on face-to-face services, the Department of Population and Civil Registration of Yogyakarta City developed an innovative Drive-Thru service as an alternative model of population administration service that is fast, safe, and minimizes physical contact. This innovation emerged not only as a response to the crisis situation, but also as part of broader efforts to improve the quality and sustainability of public service delivery.

This study aims to analyze how dynamic capabilities contribute to the formation, implementation, and sustainability of the Drive-Thru service innovation at the Department of Population and Civil Registration of Yogyakarta City. This research employs a descriptive qualitative approach. Data were collected through in-depth interviews, field observations, documentation, and analysis of official documents. The analysis was conducted using Teece’s Dynamic Capabilities framework, which includes the dimensions of sensing, seizing, and reconfiguring, along with the micro-foundations supporting each dimension.

The findings indicate that sensing capability is reflected in the organization’s ability to identify changing community needs for population administration services that are fast, flexible, and safe during the pandemic, as well as its ability to establish coordination with supporting service actors. Seizing capability is demonstrated through strategic decision-making in designing the Drive-Thru service model, establishing service structures, allocating organizational resources, and developing service mechanisms that are more efficient and accessible to the public. Meanwhile, reconfiguring capability is reflected in the continuous development of the service, the expansion of mobile service coverage, the integration of services with digital population administration initiatives such as Digital Population Identity (IKD) activation, and the adjustment of service processes in response to evolving community needs.

This study demonstrates that the success of the Drive-Thru service innovation is influenced not only by technological factors or crisis conditions, but also by the organization’s ability to continuously develop dynamic capabilities. The findings reinforce the relevance of dynamic capabilities theory within the public sector context, particularly in supporting innovation and sustainability in population administration services.

Kata Kunci : inovasi pelayanan publik, drive-thru, dynamic capabilities, pelayanan administrasi kependudukan, pelayanan publik adaptif