Evaluation of service transformation during COVID-19 pandemic: A case study at DISPENDUKCAPIL Surabaya.

COVID-19 pandemic causes devastating impacts globally, including Surabaya. One of the significant impacts is that the increasing number of death cases, forcing every activity to comply with the health protocol for people safety. DISPENDUKCAPIL Surabaya (City Council for Civil Registration) faces the condition of increasing demand for the death certificate while the health protocol is obliged. To overcome this condition, DISPENDUKCAPIL transforms their service system from KLAMPID to KLAMPID COVID and the latest one into KLAMPID ONLINE. These transformations intend to reduce the crowd and direct human contact by shifting the activity into online activity. These transformations are proven in reducing transportation and human contact, however, increasing electricity and internet consumption. This study tries to assess the environmental impact change from each transformation. The SimaPro software calculation results for KLAMPID, KLAMPID COVID-offline submission, KLAMPID COVID-online submission, KLAMPID ONLINE-offline submission, and KLAMPID ONLINE-online submission generate 77.67 mPt, 169.31 mPt, 153.69 mPt, 61.74 mPt, and 54.53 mPt of environmental impact. It shows that there's an environmental impact jump during the KLAMPID COVID system because of the COVID-19 pandemic even though there is a reduction in transportation and paper use. [ABSTRACT FROM AUTHOR]