Improving Public Service Delivery through E-Government Innovation in Regional Bureaucracy: A Case Study of Disdukcapil Sleman
Sa’adih Sa’adih, Ade Fahmi, Decky Perdanaputra
Abstract
This study analyzes the implementation of e-Government in improving the quality of public services at the Department of Population and Civil Registration (Disdukcapil) in Sleman Regency. Utilizing qualitative descriptive methods with data collected through interviews, documentation, and literature studies prior to 2021, the research finds that innovations such as the "SILAKAS" (Sistem Layanan Kependudukan Sleman) and "PANDAWA" (Pelayanan Administrasi Kependudukan via WhatsApp) applications have improved service accessibility, efficiency, and transparency. Despite some technical and infrastructural constraints, the results indicate significant strides toward bureaucratic reform and digital-based service excellence. The study contributes to the discourse on local public administration reforms and the role of digitalization in regional governance.
Keywords
public service; e-Government; Disdukcapil Sleman; digital innovation; regional bureaucracy
References
REFERENCES
Denhardt, J. V., & Denhardt, R. B. (2003). The New Public Service: Serving, Not Steering. M.E. Sharpe.
Dwiyanto, A. (2006). Mewujudkan Good Governance Melalui Pelayanan Publik. UGM Press.
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). Sage Publications.
Setyowati, E. (2019). Digital inclusion and exclusion in Indonesia: Political economy perspectives. Asian Journal of Communication, 29(5), 449–465. https://doi.org/10.1080/01292986.2019.1643842
UN DESA. (2020). E-Government Survey 2020: Digital Government in the Decade of Action for Sustainable Development. United Nations Department of Economic and Social Affairs.
World Bank. (2018). Indonesia’s Public Service Delivery Assessment: Strengthening Local Public Services. The World Bank.
Yin, R. K. (2014). Case Study Research: Design and Methods (5th ed.). Sage Publications.
DOI: https://doi.org/10.24967/jshs.v6i2.4298
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Sa’adih Sa’adih, Ade Fahmi, Decky PerdanaputraAbstract
Keywords
References
REFERENCES
Denhardt, J. V., & Denhardt, R. B. (2003). The New Public Service: Serving, Not Steering. M.E. Sharpe.
Dwiyanto, A. (2006). Mewujudkan Good Governance Melalui Pelayanan Publik. UGM Press.
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). Sage Publications.
Setyowati, E. (2019). Digital inclusion and exclusion in Indonesia: Political economy perspectives. Asian Journal of Communication, 29(5), 449–465. https://doi.org/10.1080/01292986.2019.1643842
UN DESA. (2020). E-Government Survey 2020: Digital Government in the Decade of Action for Sustainable Development. United Nations Department of Economic and Social Affairs.
World Bank. (2018). Indonesia’s Public Service Delivery Assessment: Strengthening Local Public Services. The World Bank.
Yin, R. K. (2014). Case Study Research: Design and Methods (5th ed.). Sage Publications.
Jurnal Sosial dan Humanis Sains is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License