From Information Portals to Intelligent Governance: Public Value Creation through Generative AI Chatbots in Rural Indonesia

Authors

  • Thomas Soseco Department of Economics, Faculty of Economics and Business, Universitas Negeri Malang
  • Agus Sumanto Department of Economics, Faculty of Economics and Business, Universitas Negeri Malang
  • Inayati Nuraini Dwiputri Department of Development Economics, Faculty of Economics and Business, Universitas Negeri Malang
  • Lustina Fajar Prastiwi Department of Development Economics, Faculty of Economics and Business, Universitas Negeri Malang
  • Lutfi Asnan Qodri Department of Development Economics, Faculty of Economics and Business, Universitas Merdeka Malang
  • Adamu Ahmed Wudil Centre for the Study of the Economies of Africa (CSEA), Nigeria

DOI:

https://doi.org/10.26905/jrei.v7i2.17718

Keywords:

Citizen Engagement, Digital Governance, Generative AI, Public Value Creation, Rural Governance, Village Governance

Abstract

The digital transformation of rural governance remains constrained by limited access to public information and the predominance of passive digital platforms. While village websites have improved information dissemination, their capacity to support interactive and citizen-centred service delivery remains limited. This study develops and implements a generative AI-powered chatbot integrated into the official website of Srigonco Village, Indonesia, to enhance public service accessibility and administrative efficiency. Adopting a Design Science Research (DSR) approach, the study involved needs assessment, knowledge-base development, chatbot design, website integration, testing, and evaluation. The chatbot combines a structured village knowledge base with Large Language Model (LLM) capabilities to provide real-time information on population administration, public services, social assistance, health programs, and village regulations. Findings indicate that the chatbot improves information accessibility, standardises responses to routine inquiries, reduces administrative workload, and strengthens citizen engagement. The study contributes to the digital governance literature by demonstrating how generative AI can create public value and support inclusive, citizen-centred service delivery in rural communities.

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Published

2026-08-18

Issue

Vol. 7 No. 2 (2026): Agustus 2026

Section

Articles

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