Population administration is a crucial pillar in the governance and delivery of
public services. Population documents such as Identity Cards, Family Cards, and
Birth Certificates serve as the basis for legal recognition of citizens' status and
access to other public services. In the context of population administration services,
the Office of Population and Civil Registration of Yogyakarta City has implemented
an online queue system as an innovative effort to improve service effectiveness, efficiency, and transparency. This study aims to analyze the implementation of the online queue system, identify the challenges encountered, and evaluate the efforts made by the office to overcome technical, administrative, and social obstacles. The findings indicate that the online queue system has provided benefits in accelerating service processes and ensuring fairness and transparency. However, challenges remain, such as limited digital literacy among the public especially elderly groups and the need for more intensive socialization and guidance. This study recommends enhancing guidance facilities, digital education, and continuous system improvements to ensure more optimal and equitable utilization of the online queue system for all citizens.