Implementation of Digital-Based Public Service Policy in Local Government: A Case Study of the Integrated Service Application
Hery Sugiyanto, Tiyas Apriza, Ence Sopyan
Abstract
This study examines the implementation of the Integrated Service Application (ISA) as a digital-based public service policy in an Indonesian local government. Using a qualitative case study approach, data were collected through interviews, observations, and document analysis. The findings indicate that ISA has significantly improved administrative efficiency, reduced bureaucratic layers, and enhanced service accessibility for citizens. However, the study also identified challenges such as limited digital literacy among users, infrastructure constraints, and underutilized feedback mechanisms. Institutional leadership, regulatory frameworks, and interdepartmental coordination were found to be critical factors in the successful adoption of ISA. The study concludes that while digital innovation can transform public service delivery, it must be accompanied by strategic planning, inclusive digital education, and robust system support. These insights offer practical implications for other local governments aiming to modernize their public service systems through digital transformation.
Keywords
Digital Governance; Integrated Service Application; Public Administration; Local Government; Policy Implementation; E-Government; Digital Transformation
References
Ali, M., Zhou, L., Miller, L., & Ieromonachou, P. (2021). E-government maturity and citizen satisfaction with government: Empirical evidence from China. Government Information Quarterly, 38(1), 101518. https://doi.org/10.1016/j.giq.2020.101518
Alcaide-Muñoz, L., RodrÃguez BolÃvar, M. P., & López Hernández, A. M. (2017). E-government research in developing countries: A systematic review. Government Information Quarterly, 34(3), 448–461. https://doi.org/10.1016/j.giq.2017.05.001
Anthopoulos, L., Reddick, C. G., Giannakidou, I., & Mavridis, N. (2016). Why e-government projects fail? An analysis of the Healthcare.gov website. Government Information Quarterly, 33(1), 161–173. https://doi.org/10.1016/j.giq.2015.07.003
Baier, D., Rese, A., & Röhrle, L. (2019). Adoption of e-government services: A case study. Government Information Quarterly, 36(1), 1–11. https://doi.org/10.1016/j.giq.2018.10.003
Bandura, A. (1985). Social foundations of thought and action: A social cognitive theory. Prentice-Hall.
Cleary, T. J., & Kitsantas, A. (2017). Motivation and self-regulated learning influences on middle school mathematics achievement. School Psychology Review, 46(1), 88–107.
Dent, A. L., & Koenka, A. C. (2015). The relation between self-regulated learning and academic achievement across childhood and adolescence: A meta-analysis. Educational Psychology Review, 28(3), 425–474.
Flanagan, S., Wilson, R., & McLaren, A. (2020). Technology adoption and public sector transformation: A case analysis. Information Polity, 25(1), 67–84. https://doi.org/10.3233/IP-190165
Gil-GarcÃa, J. R., Dawes, S. S., & Pardo, T. A. (2018). Digital government and public management research: Finding the crossroads. Public Management Review, 20(5), 633–646. https://doi.org/10.1080/14719037.2017.1327181
Janssen, M., & Estevez, E. (2013). Lean government and platform-based governance—Doing more with less. Government Information Quarterly, 30(Suppl 1), S1–S8. https://doi.org/10.1016/j.giq.2012.11.003
Li, Y., & Zheng, X. (2018). Research on public service quality evaluation based on government-citizen interaction in smart cities. Government Information Quarterly, 35(4), 677–689. https://doi.org/10.1016/j.giq.2018.09.007
Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4), 101385. https://doi.org/10.1016/j.giq.2019.06.002
Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook (2nd ed.). Sage Publications.
Ocak, S., & Yamaç, M. (2013). Public service delivery and local governance: A comparative analysis. Procedia - Social and Behavioral Sciences, 92, 420–425. https://doi.org/10.1016/j.sbspro.2013.08.692
Pintrich, P. R. (2000). The role of goal orientation in self-regulated learning. In M. Boekaerts, P. R. Pintrich, & M. Zeidner (Eds.), Handbook of self-regulation (pp. 451–502). Academic Press.
Pintrich, P. R., Smith, D. A., Garcia, T., & McKeachie, W. J. (1991). A manual for the use of the motivated strategies for learning questionnaire (MSLQ). The University of Michigan.
Pressley, M., & McCormick, C. B. (1995). Advanced educational psychology for educators, researchers, and policymakers. HarperCollins College Publishers.
Pratama, A., & Rahmanto, A. (2020). Evaluasi Implementasi Sistem Pemerintahan Berbasis Elektronik (SPBE) di Pemerintah Daerah. Jurnal Administrasi Publik, 10(2), 124–137.
Reichert, F., Samulowitz, A., & Vogl, J. (2020). The barriers of e-government implementation and adoption in public administrations. Transforming Government: People, Process and Policy, 14(1), 1–20. https://doi.org/10.1108/TG-05-2019-0044
Roick, T., & Ringeisen, T. (2018). Students’ math performance and behavior in self-regulated learning. Learning and Instruction, 55, 13–22. https://doi.org/10.1016/j.learninstruc.2017.09.009
Vonkova, H., & Hrabak, J. (2015). Measuring efficiency in public administration: Comparative approaches. Journal of Public Affairs, 15(4), 355–367.
Wirtz, B. W., Weyerer, J. C., & Rösch, M. (2018). Citizen and social media: A case study on local government. Government Information Quarterly, 35(3), 408–417. https://doi.org/10.1016/j.giq.2018.05.006
Yin, R. K. (2018). Case study research and applications: Design and methods (6th ed.). SAGE Publications.
Zhang, N., Xu, X., & Liu, C. (2017). Digital transformation in government: A review. Information Technology and Management, 18(4), 243–250. https://doi.org/10.1007/s10799-017-0271-2
Zimmerman, B. J., & Moylan, A. R. (2009). Self-regulation: Where metacognition and motivation intersect. In D. J. Hacker, J. Dunlosky, & A. C. Graesser (Eds.), Handbook of metacognition in education (pp. 299–315). Routledge.
DOI: https://doi.org/10.24967/jshs.v8i2.4291
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Hery Sugiyanto, Tiyas Apriza, Ence SopyanAbstract
Keywords
References
Ali, M., Zhou, L., Miller, L., & Ieromonachou, P. (2021). E-government maturity and citizen satisfaction with government: Empirical evidence from China. Government Information Quarterly, 38(1), 101518. https://doi.org/10.1016/j.giq.2020.101518
Alcaide-Muñoz, L., RodrÃguez BolÃvar, M. P., & López Hernández, A. M. (2017). E-government research in developing countries: A systematic review. Government Information Quarterly, 34(3), 448–461. https://doi.org/10.1016/j.giq.2017.05.001
Anthopoulos, L., Reddick, C. G., Giannakidou, I., & Mavridis, N. (2016). Why e-government projects fail? An analysis of the Healthcare.gov website. Government Information Quarterly, 33(1), 161–173. https://doi.org/10.1016/j.giq.2015.07.003
Baier, D., Rese, A., & Röhrle, L. (2019). Adoption of e-government services: A case study. Government Information Quarterly, 36(1), 1–11. https://doi.org/10.1016/j.giq.2018.10.003
Bandura, A. (1985). Social foundations of thought and action: A social cognitive theory. Prentice-Hall.
Cleary, T. J., & Kitsantas, A. (2017). Motivation and self-regulated learning influences on middle school mathematics achievement. School Psychology Review, 46(1), 88–107.
Dent, A. L., & Koenka, A. C. (2015). The relation between self-regulated learning and academic achievement across childhood and adolescence: A meta-analysis. Educational Psychology Review, 28(3), 425–474.
Flanagan, S., Wilson, R., & McLaren, A. (2020). Technology adoption and public sector transformation: A case analysis. Information Polity, 25(1), 67–84. https://doi.org/10.3233/IP-190165
Gil-GarcÃa, J. R., Dawes, S. S., & Pardo, T. A. (2018). Digital government and public management research: Finding the crossroads. Public Management Review, 20(5), 633–646. https://doi.org/10.1080/14719037.2017.1327181
Janssen, M., & Estevez, E. (2013). Lean government and platform-based governance—Doing more with less. Government Information Quarterly, 30(Suppl 1), S1–S8. https://doi.org/10.1016/j.giq.2012.11.003
Li, Y., & Zheng, X. (2018). Research on public service quality evaluation based on government-citizen interaction in smart cities. Government Information Quarterly, 35(4), 677–689. https://doi.org/10.1016/j.giq.2018.09.007
Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4), 101385. https://doi.org/10.1016/j.giq.2019.06.002
Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook (2nd ed.). Sage Publications.
Ocak, S., & Yamaç, M. (2013). Public service delivery and local governance: A comparative analysis. Procedia - Social and Behavioral Sciences, 92, 420–425. https://doi.org/10.1016/j.sbspro.2013.08.692
Pintrich, P. R. (2000). The role of goal orientation in self-regulated learning. In M. Boekaerts, P. R. Pintrich, & M. Zeidner (Eds.), Handbook of self-regulation (pp. 451–502). Academic Press.
Pintrich, P. R., Smith, D. A., Garcia, T., & McKeachie, W. J. (1991). A manual for the use of the motivated strategies for learning questionnaire (MSLQ). The University of Michigan.
Pressley, M., & McCormick, C. B. (1995). Advanced educational psychology for educators, researchers, and policymakers. HarperCollins College Publishers.
Pratama, A., & Rahmanto, A. (2020). Evaluasi Implementasi Sistem Pemerintahan Berbasis Elektronik (SPBE) di Pemerintah Daerah. Jurnal Administrasi Publik, 10(2), 124–137.
Reichert, F., Samulowitz, A., & Vogl, J. (2020). The barriers of e-government implementation and adoption in public administrations. Transforming Government: People, Process and Policy, 14(1), 1–20. https://doi.org/10.1108/TG-05-2019-0044
Roick, T., & Ringeisen, T. (2018). Students’ math performance and behavior in self-regulated learning. Learning and Instruction, 55, 13–22. https://doi.org/10.1016/j.learninstruc.2017.09.009
Vonkova, H., & Hrabak, J. (2015). Measuring efficiency in public administration: Comparative approaches. Journal of Public Affairs, 15(4), 355–367.
Wirtz, B. W., Weyerer, J. C., & Rösch, M. (2018). Citizen and social media: A case study on local government. Government Information Quarterly, 35(3), 408–417. https://doi.org/10.1016/j.giq.2018.05.006
Yin, R. K. (2018). Case study research and applications: Design and methods (6th ed.). SAGE Publications.
Zhang, N., Xu, X., & Liu, C. (2017). Digital transformation in government: A review. Information Technology and Management, 18(4), 243–250. https://doi.org/10.1007/s10799-017-0271-2
Zimmerman, B. J., & Moylan, A. R. (2009). Self-regulation: Where metacognition and motivation intersect. In D. J. Hacker, J. Dunlosky, & A. C. Graesser (Eds.), Handbook of metacognition in education (pp. 299–315). Routledge.
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