Current E-Government Public Service on User Experience Perspective in Indonesia

Abstract

E-government system is an important aspect in modern governance. E-Government system has fundamentally transformed the government service to be much faster, more reliable, and freer from bureaucratic problems which typically occur in the traditional system. To achieve this objective simultaneous and harmonious changes are required across many stakeholders and fields of studies. Lots of studies on this matter have been conducted using different kinds of perspectives, such as public administration, law, computer science, even from social science. This paper will investigate the current implementation of e-Government in Indonesia from user experience perspective. To that aim, we use desk research combined with PRISMA systematic literature review methodology and content analysis using user experience frameworks to analyze the findings. In this context, we observed studies from journal articles and conferences that describe and identify the current e-Government public service on user experience perspective in Indonesia. The result shows that pragmatic category; specifically the functionality aspect from user experience framework still constitutes a dominating research subject in e-Government studies in Indonesia. This result is in line with e-Government condition in Indonesia which is more functions-oriented rather than focusing on the user-friendliness. There is also a need to improve other aspects in user experience.