Building public trust through digital government transformation: A qualitative study of Indonesian civil service agency

Abstract

This study aims to explore how the government can generate trust through digital government transformation (DGT). The study adopts qualitative approach by using semi-structured interviews of the Indonesian government employees who are involved in DGT on civil servants’ recruitment process. The results elaborate the influence of digital capability, governance, leadership, organizational partnership, country characteristic, collaborative environment, financial support, and transparency towards the DGT in generating citizen's trust. This study contributes to the, still limited, body of knowledge for the relationship between DGT and public trust. This also can be important consideration in creating policies particularly for the Indonesian government officials.