Integrated Digital Public Service Transformation: A Government Main Application in Makassar City

Abstract

Integrated digitization services are efforts to develop public services by utilizing information and communication technologies in an integrated manner. This study aims to analyze how the government of Makassar City adopts a digital approach to maximize public services. This study relies on Online Research Methods (ORMs) to collect data and information via the Internet and other digital technologies. The ORMs in this study include the results of the data retrieval available from the official website and the application of the Makassar City government (Anrong). The findings indicate that the government has adapted to implement integrated web-based services and applications that make it easier for citizens to access information and public services online. The transformation of integrated digital public services promises great benefits to society and the government, but its implementation also has challenges and obstacles that must be overcome. The perfection of the three elements of process, support, capacity, and value, results in an imbalance because the support element does not yet have the legal force of the mayor’s regulation, but the success of the capacity element shows the activeness of the two websites and mobile apps. Some commonly found challenges are infrastructure and technology problems, limited human resources, changes in organizational culture, data security and privacy, and the level of community participation.
 Keywords: public service, digital services, government app, government transformation