Governance, Service Delivery, And SDG 16: Legitimacy of the Population and Civil Registration Office in Indonesia

Objective: This article explores the legitimacy of the Population and Civil Registration Office (OPCR) in Bandar Lampung, Indonesia, with particular attention to migrants’ encounters with service delivery and the determinants shaping their trust in the institution. Theoretical Framework: The study draws on Claire McLoughlin’s micro-legitimacy framework, which highlights both normative and relational aspects of governance. It is also situated within the context of Sustainable Development Goal 16 (Peace, Justice, and Strong Institutions), underscoring the importance of transparency, accountability, and inclusiveness in fostering public confidence. Method: Data were collected through structured interviews with 30 in-migrants and complemented with direct field observations. The analysis combined descriptive statistics with thematic interpretation, focusing on seven dimensions of legitimacy: transparency, accountability, responsiveness, trust, inclusivity, ethical conduct, and legal conformity. Results and Discussion: The OPCR received a moderate legitimacy rating of 17.80 out of 26. Respondents emphasized the value of responsiveness, fairness, and ethical practices, yet noted shortcomings in openness, communication, and inclusiveness. These results indicate that legitimacy derives not only from service performance but also from perceptions of fairness and accessibility. Research Implications: To advance alignment with SDG 16, the OPCR needs to improve communication channels, ensure wider access to services, and strengthen mechanisms of accountability. Originality/Value: By emerging McLoughlin’s framework with the SDG 16 agenda, this research advances the study of legitimacy in local governance and offers policy-oriented insights for building stronger, more trusted public institutions.