The Impact of Public Service Digitalization on the Performance of Local Government Administration in Indonesia

Abstrak

Rapid technological development has encouraged governments worldwide to adopt digital technologies in public administration. In Indonesia, public service digitalization has become a strategic approach to improve the performance of local government administrations, particularly in terms of efficiency, transparency, and citizen satisfaction. This study aims to examine the impact of public service digitalization on the performance of local governments in Indonesia. A quantitative research design was employed using survey data and secondary performance indicators. The sample consisted of local governments from various provinces and municipalities that have implemented digital public services, including online licensing, taxation, and public service platforms. Data were collected through structured questionnaires distributed to government officials and citizens, complemented by secondary data obtained from official government reports. Statistical analysis, including descriptive statistics and regression analysis, was used to assess the relationship between digitalization and administrative performance. The findings reveal that public service digitalization has a significant positive effect on local government performance. Digital systems have reduced service processing times, increased transparency through improved access to public information, and enhanced citizen satisfaction with government services. However, the study also identifies several challenges, including unequal digital infrastructure, limited digital literacy among citizens, and resistance to technological change within government institutions. These challenges may hinder the optimal implementation of digital services, particularly in rural areas. The study concludes that while digitalization improves local government performance, supportive policies, infrastructure development, and capacity building are essential to ensure inclusive and sustainable digital governance in Indonesia.