THE ROLE OF ROAD INFRASTRUCTURE AND THE REACH OF PUBLIC SERVICES ON THE EFFECTIVENESS OF THE KEY HOUR PROGRAM IN THE FRAMEWORK OF SMART GOVERNANCE
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Abstract
The effectiveness of mobile population administration services is influenced not only by service quality but also by the spatial and infrastructural conditions of the areas served. This study aims to analyze the role of road infrastructure and regional accessibility in supporting the effectiveness and service coverage of the JAM KUNCI Program (Jemput Bola Rekam Kartu Tanda Penduduk Elektronik Langsung Cetak di Tempat) in Talang Kelapa and Tungkal Ilir Districts, Banyuasin Regency. The study employed a descriptive-quantitative approach combined with spatial analysis. Data were collected through surveys, field observations, interviews, and documentation. A total of 100 respondents, consisting of 50 residents from each district, were selected using purposive sampling. Road infrastructure conditions, travel distance, travel time, service coverage, and regional accessibility were analyzed comparatively, while community satisfaction was measured using the Customer Satisfaction Index (CSI). The results reveal substantial differences between the two study areas. Talang Kelapa recorded a higher average road infrastructure score (4.41) than Tungkal Ilir (3.35), while the average accessibility scores were 4.16 and 3.72, respectively. The difference was particularly evident during the rainy season, when road accessibility in Tungkal Ilir received a relatively low score of 2.82, compared with 4.16 in Talang Kelapa. In terms of travel distance, the route from the Banyuasin Regency government center to Talang Kelapa is approximately 29.7 km, requiring about 60 minutes, whereas Tungkal Ilir is approximately 91 km away, with an average travel time of about 180 minutes. Despite these spatial constraints, the JAM KUNCI Program has been implemented across several service locations to bring population administration services closer to communities. Community satisfaction was relatively high, with a CSI of 89.60% in Talang Kelapa, 80.00% in Tungkal Ilir, and 84.80% overall. These findings demonstrate that better road infrastructure and accessibility are associated with greater ease of reaching service locations and higher perceived service effectiveness. Therefore, the implementation of JAM KUNCI requires an adaptive, spatially responsive, and equitable service strategy, particularly for areas characterized by greater travel distances, dispersed settlements, and limited road accessibility.
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