Reflection on the Dynamics of Digitalization of Public Services in Malang City
DOI:
https://doi.org/10.26905/j-tragos.v3i1.15361Keywords:
Bureaucratic Reform, Digitalization, E-Goverment, Public Service, Service InnovationAbstract
Public services are the government's responsibility in meeting the community's needs, which is growing along with digital transformation. In Indonesia, the implementation of digitization of public services is based on various regulations such as Law Number 25 of 2009 concerning Public Services and Presidential Regulation Number 95 of 2018 concerning Electronic-Based Government Systems (SPBE). This study focuses on the implementation of digitization of public services in Malang City, which is a pioneer through the integration of digital applications such as SIAPEL and Si-Izol. The Malang City Government also supports digital infrastructure by providing internet access and online complaint applications. Despite significant achievements, such as the 2024 Digital Government Award and the increase in the SPBE index, challenges remain. Obstacles such as unequal access to technology, personal data protection, and periodic evaluations still need to be addressed. This study analyzes how the implementation of policies and regulations related to the digitization of public services in Malang City can overcome these challenges. With a literature study approach, this study evaluates the implementation of SPBE in Malang City, including infrastructure, regulation, and service sustainability. The results of the study show the importance of strengthening policies, periodic evaluations, and integration of the complaint system as an effort to improve the quality of digital services. Malang City is expected to be a model for the implementation of digitalization of public services that is effective, transparent, and able to increase public trust in the government.
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