Transformation Of Public Services Research Articles

Digital Transformation of Public Services: An Analysis of the Effectiveness of Online Services at the Local Government Level

This study examines the effectiveness of online services at the local level (District) Office which sees the existence of E-Gov encouraging the government to create good governance in providing information needs and transparency to the community. The renewal of public services in the reform era is the main focus of the government as an effort to realize good governance. The research method used is qualitative. This research uses the concept proposed by Pedrosa et al (2022) which uses eight indicators of the effectiveness of digital public services: ease of use, usefulness, simplicity, reliability, availability, understandable, consistent, and fast. The results showed that online-based services at the agency were effective in several aspects, such as trust and availability, but there were still shortcomings in the aspects of simplicity and consistency. Online services are considered easy to find through familiar channels and have a fast response, less than an hour. Nevertheless, the implementation of online service SOPs still needs to be improved. This study concludes that online services have become an attractive asset in the effort to transform the digitalization of public services.

Transformation of Public Services at Nurul Huda Mosque Through Synergy Between the Smart Surau Program and Social Charity

Padang Panjang City, known as the “Kota Serambi Mekkah”, is determined to become one of the smart cities in West Sumatra. According to Mayor Regulation Number 37 of 2019 concerning the Smart City Masterplan, Padang Panjang City has initiated the smart surau program. The smart surau program aims to restore the pivotal role of surau (mosques) as traditional educational institutions collaborating with internet technology to guide the behavior of adolescents vulnerable to social issues. Masjid Jami’ Nurul Huda has been chosen as the pilot mosque in Padang Panjang to implement the smart surau program due to its collaboration with Amal Sosial program initiated by the mosque administrators. The research methodology utilized in this study is qualitative descriptive. Data collection techniques encompass direct observation, interviews, documentation, and audiovisual materials. Informant selection is performed using purposive sampling obtained from the interview results. Research findings indicate that the transformation of public services at Masjid Jami’ Nurul Huda through the smart surau and social welfare programs has a significant impact on meeting the spiritual, social, and religious needs of the surrounding community. Masjid Jami’ Nurul Huda has successfully adapted to the changing times and taken on a broader role in enhancing quality of life and strengthening social bonds within the community.

Analyzing the Factors Influencing the Digital Transformation of Public Services in Banda Aceh and Jambi

This research aims to prove the hypothesis regarding the factors that influence digital transformation in public services in of Banda Aceh and Jambi using the TAM framework with the variables usefulness, attitude toward, ease of use, and social influence. This research uses a quantitative descriptive method with data sources from questionnaires distributed via Google Form with 200 respondents and data processing using SMART PLS3 software. The research results show an R-square value of 0.671. It can be concluded that the interpretation of the level of user satisfaction in Banda Aceh and Jambi regarding digital transformation is 67.1%; the r-square is identified in the strong category. Several TAM variables that have a significant influence are ease of use, social influence variables with P values of 0.004 and 0.000, and variables that do not have asignificant effect are usefulness and attitude towards it with P values of 0.511 and 0.056.

Citizen Power as A Sustainable Transformation of Population Services

Background: The emergence of the New Public Service (NPS) paradigm was a response to shifts in public administration, with an emphasis on democratic values, community participation, and services oriented towards the public interest. Within the Jember Regency Population and Civil Registration Service, challenges in serving the public are evident, highlighting the necessity for a transformation towards NPS-based services. Theoretical Foundation: The NPS paradigm places a strong emphasis on community participation in decision-making and policy implementation, diverging from the NPM approach, which prioritizes business aspects. Key principles of the NPS encompass service to citizens, participatory processes, transparency, and prioritization of the public interest. Method: This research employs a qualitative phenomenological approach to explore individual experiences concerning public services within the context of the Jember Regency Population and Civil Registration Service. Data collection was conducted through interviews, observation, and documentation, with analysis utilizing the Miles and Huberman method. Research Results: The transition from the NPM to the NPS paradigm spanned over 12 years, involving changes in policies, organizational culture, and the attitudes of public servants. Despite the innovations in service development, comprehensive evaluation is necessary to ascertain adherence to NPS principles. Research Implications: This research offers a comprehensive insight into the transformation of public services at the regional level through the lens of the NPS paradigm. The Jember Regency Population and Civil Registration Service demonstrates a commitment to providing more effective, efficient, and responsive services. Research Originality: This research addresses a notable gap in previous studies by concentrating on citizen-powered service innovation at the Jember Regency Population and Civil Registration Service, within the framework of the NPS paradigm. Consequently, this study provides a novel contribution to the comprehension of public service transformation at the local level.

Digital Transformations of Public Administration in the Context of the COVID-19 Pandemic: EU Countries Case Study

The digital transformation of public administration and public services has become an urgent need for many governments around the world. This article aims to explore the homogeneity and pace of digital transformation of public administration through the impact of the COVID-19 pandemic and to identify problems and forecasts of research processes at the EU level. The method of cluster analysis was used to study the similarity of the digital transformation of public administration in the EU. The pace of digitalization of public administration in the context of the COVID-19 pandemic was studied through trend analysis. The results show that the EU countries, according to the level of public administration digitalization, are grouped into five clusters, between which there are significant digital gaps. The COVID-19 pandemic has widened the gaps, potentially impacting the EU’s strategy for digitalizing society and establishing e-government. Public e-services usage in 2020 to 2021 is higher than predicted by trend analysis for 2009 to 2019. This suggests an acceleration of digitalization in the EU during the COVID-19 pandemic. The proposed technique can be used to predict the level of digitization of any country or group of countries.

The Strategic Role of Archives in Public Services in the Licensing Sector

In the current digital era, archive management plays a strategic role in ensuring the efficiency and effectiveness of public services, especially in the licensing sector. Challenges in archival systems that are not yet integrated and limited access to information are the main obstacles to a fast and accurate licensing process. Optimizing archives is needed to support transparency, and accountability and improve the quality of public services. This research aims to examine the strategic role of archives in public services in the licensing sector and identify archive management strategies to support the efficiency of the licensing process. A descriptive qualitative approach was used in this research, with data obtained from relevant literature studies and interviews with archival practitioners. The conclusion of this research shows that effective and integrated archive management is the main key to speeding up the licensing process and improving the quality of public services. Digitization of archives and the application of information technology has been proven to increase information accessibility and operational efficiency. Apart from that, standardization of records management and human resource training are important factors in increasing competence in modern records management. Cooperation between agencies is also needed to ensure the effective integration of archival systems. Thus, optimizing archives has great potential to support the transformation of public services that are more responsive and quality.

Smart and Sustainable City Experience on Smart Campus: A Case Study from Hassan Ist University

The desire to meet the demands of regional competition requires cities to adopt new patterns of urban management. In this sense, the trend at the global level is to use smart city standards by investing in the digital transformation of various public services in cities. In recent years, many efforts have been made in many Moroccan cities to improve their attractiveness by being part of the process of upgrading and enhancing their territories through the implementation of major infrastructure projects and the digitalization of urban administrations.
 This study was conducted to examine the feasibility of a smart campus as a discounted smart city, and it relies on the dissemination of a quantitative survey, via a questionnaire (live and online), supplemented by a qualitative survey based on focus group methodology. We have gained a broader perspective that allowed us to understand the reality of things on campus. The study also showed that there are many efforts that the university must take in conjunction with developing its plan to advance Hassan I University to the ranks of smart universities.
 This article is part of a study proposing a strategy for developing the campus of Hassan I University of Settat to be a smart one.

Digital technology adoption for village public administration—Evidence from Indonesia

Village administration in Indonesia has changed its scope and operation with the integration of digital technology into public services at various levels. These conditions prompt questions about the successful digital transformation of public administration services. Digital transformation encompasses not only technological aspects but also socio-cultural factors. This paper reports the study related to implementing ICT-based applications in village administration policy in Indonesia. The study involved 315 village officials from 167 villages in 16 sub-districts within Toba district, North Sumatera province. A village administration software prototype was developed and introduced to the villages’ officials during the study. This study aims to gain insights from the officials’ response regarding digital technology-supported village administration. The research revealed that many village officials must gain the necessary knowledge and skills to conduct administrative tasks digitally, as they still rely on traditional, non-digitized methods. Recommendations include increased support and assistance from the Regency Government to help villages understand and implement digital administration and capacity-building activities to familiarize village officials with ICT advancements. The study also found that digital transformation in village administration remains challenging, with digitization and digitalization processes often overlooked. Addressing these challenges requires additional training and improved infrastructure availability. Finally, we propose a conceptual model of digital transformation for public administration at village level as generic components for digital implementation of village administration.

Implementation of Access by KAI Innovation in Public Service Transformation at PT KAI (Persero) Regional Division II West Sumatra

This study is based on the changes in services that PT KAI (Persero) made when KAI launched the Access application, which serves as a tool to provide customers with train ticket purchasing services. The purpose of this study is to determine how effectively the Access innovation by KAI is being used, as well as the obstacles faced in its implementation. This type of research is qualitative, and the method is descriptive. Data was collected through documentation studies and interviews. Source triangulation techniques and data analysis techniques were used to test the validity of the data; both techniques involved data preparation, inference, and reduction. The research findings show that this KAI access innovation has been quite helpful to passengers with some additional features, and this innovation has changed the service significantly. However, there are still problems with unclear seat information and applications.

ЦИФРОВІЗАЦІЯ ЯК ІНСТРУМЕНТ ТА СФЕРА ДЕРЖАВНОЇ ДОПОМОГИ СУБ’ЄКТАМ ГОСПОДАРЮВАННЯ В УКРАЇНІ

The article considers that the issue of state assistance in the digital sector is quite new, and especially relevant for Ukraine during the martial law and during the post-war reconstruction of the country. Understanding the possibilities of digital technology and the risks of being left behind in the race for digital transformation, governments around the world are increasingly putting digital transformation front and centre of their policy agenda to stimulate social development and economic prosperity. This involves significant investment, the need to address legal issues, and requires constant adaptation to the specific conditions of each country. The provision of state assistance in the digital sphere is regulated by the regulations of the EU Commission, in particular the articles regulating the provision of state assistance for innovations. It is noted that the digital portal Diya deserves special attention in the field of development of digital tools of state support for business entities. State assistance in the digital sector is focused on achieving long-term goals for the security of digital infrastructure, digital business transformation and digitalization of public services based on the widespread introduction of digital technologies. The success of digital transformation depends on the coordination of efforts of the state and entrepreneurs to expand the implementation of e-services and the transition to inclusive electronic interaction between state supervision and control bodies and business. The impact of the war proved to be an extremely powerful stimulus to the digitalization of Ukraine. The IT industry has become the only one that in 2022 showed positive growth rates, although its development indicators were much worse than expected (the increase was only 6% against the expected 40%). According to the NBU, in 2022 The IT industry provided foreign exchange earnings to the Ukrainian economy in the amount of $7.34 billion. The volume of exports increased by $400 million compared to pre-war 2021, an increase of 5.8%; the number of IT specialists in Ukraine has reached a record high of 300 thousand people.

A Study on Digital Technology Enabling Smart Transformation of Fitness for All

Abstract With the rapid development of information technology, digital technology provides a new way to realize national fitness activities. This study constructs an evaluation system for national fitness wisdom transformation using hierarchical analysis to explore the effectiveness of the current national fitness wisdom transformation. Secondly, it objectively analyzes the public service transformation of national fitness in the digital era through the rooted theory. It combines it with the evolutionary game method to construct a model of the influencing factors of national fitness wisdom transformation. Finally, taking City Z as an example, we carry out the actual measurement of national fitness wisdom transformation and explore the better path of its transformation through numerical simulation. The results show that the total score of the national fitness wisdom transformation in City Z is 95.96, and the transformation has achieved significant results. Finally, when the transformation and upgrading cost, service mode digitalization ability, data collection and analysis ability, and digital platform construction level are optimal, the effect of national fitness smart transformation tends to be 1. This study provides theoretical foundations and practical guidance for a smart transformation of national fitness.

Revitalizing Public Services: Addressing Challenges and Enhancing Satisfaction(A Study of Public Services in Palu City)

Research on the transformation of public services, specifically e-government, is lacking in Indonesia, particularly in Palu City. Conducting this research is crucial to contribute to the field of public administration. The aim of this study is to examine the transformation of public services through e-government in Palu City, utilizing a quantitative approach. The target population includes residents of Palu City, with a focus on the One-Stop Investment Office. Data collection methods include observations, questionnaires, and documentation, while data analysis involves multiple linear regression. The findings indicate that e-government and the quality of electronic services have an impact on the satisfaction of electronic services. This highlights the importance of implementing public service transformation, encompassing e-government and e-service quality, to enhance satisfaction and mitigate unethical bureaucratic behavior, thereby providing the community with fast, convenient, and equitable services

PUBLIC SERVICE TRANSFORMATION: POLICY ANALYSIS THROUGH APPARATUS RESOURCE REFORM

Abstract
 This research discusses transformation in public services through policy analysis, with a focus on apparatus resource reform. This research aims to understand the impact and implications of human resource reform efforts in improving the quality of public services. Through a literature study approach, this research examines policy changes related to the selection, development and management of the public apparatus. This study uses a qualitative approach with a literature study method using secondary data by analyzing the transformation of public services in policy analysis through apparatus resource reform. The results of the analysis show that apparatus resource reform plays a crucial role in improving the capacity, integrity, and performance of public apparatus in public services. The findings of this study contribute significantly to the understanding of the importance of public service transformation in apparatus resource reform policy. The implications of this study can serve as a foundation for decision-makers in designing and implementing more effective policies in the context of public services in the future.
 Keywords: Public Service Transformation, Policy Analysis, Apparatus Resource Management Reformation.

MASALAH PELAYANAN PUBLIK BIDANG PENDIDIKAN DI ERA DIGITAL PERSPEKTIF KOMUNIKASI (STUDI KASUS DINAS PENDIDIKAN KOTA PADANG)

Public services in general have problems in their service to the community, such as: are protracted delays in service, abuse of authority, irregularities in procedures, not providing services, asking for money for services, incompetence, taking sides, discrimination, conflict interests and others. Digitalization of education is one form of transformation of public services at education field. Viewed from a communication perspective, digitalization of education is a form of improvement public services from the media elements, which influence other communication elements such as communicators, message, communication and of course the effect. This research aims to describe communication problems in public servants digitalizing education. This research uses a descriptive qualitative approach,using interview techniques and non-participant observation as data collection techniques. The result. However, from a communication perspective, these problems can be broken down into communicator problems and communication. Communicators who have insufficient knowledge of school digitalization, a mindset that is slow to accept change. Meanwhile, from the communicator's perspective, there are problems of poor communication skills, unsupportive attitudes from communicants, Insufficient knowledge of the program and technology, values and culture that hinder the process the communication.

Impact of digital transformation on public services: experience of the European Union

Based on the methodology of complex system analysis, the article examines the impact of digital transformation on public services in the context of the experience of the European Union. The purpose of the study is to analyze the constructive processes of transformation of the public administration system with electronic and digital technologies as a key factor in providing public services to the population and business. In the course of the study, methods of system analysis, methods of generalization, classification, system and structural- functional approaches, and others were used. The directions of the digital transformation of the public service provision system in the European Union have been determined: expanding the use of single electronic portals that ensure the establishment of direct connections on matters of public service provision; simplification of the procedure for using information technologies due to the development of mobile means of transmission and its processing; development of a general list of digital products as part of the provision of public services with the possibility of accelerated search for the required product; creation of experimental platforms and pilot areas for the implementation of digital technologies for the provision of public services. The prerequisites for the digital transformation of public services based on platforms are systematized, which is understood as the process of changing the institutional organization of markets under the influence of the spread of modular digital platforms and the application of platform technologies. These prerequisites include the growth of data quality and the specialization of interaction between participants. This makes it possible to consider platforms as centers for the provision of a wide range of digital services and to ensure the effectiveness of the platform implementation process by providing traditional goods with service properties, which are expressed in the involvement of the consumer in the production process and the accounting of his individual requests. Further research on the problems of digitization and digital transformation of socio-economic systems should cover the direction of expanding the use of digital platform services provided by the service integrator and the development of management methods for promising forms of organization of economic activity in the field of public services.

Pelayanan Publik Berbasis Digital (Implementasi Aplikasi J-Lahbako di Kecamatan Jenggawah Kabupaten Jember)

The transformation of electronic public services in Population Administration Data Collection is a necessity because there is a shift in the view that the government that used to be the locus of governing is now focused on community service. Good government (good governance) is the main goal of democratization, in addition to being a development dynamic that refers to the occurrence of social change at the local, national and even global scope. J-Lahbako is the government's breakthrough in efforts to provide population administration and civil registration services that were just launched in February 2022 by the Jember Regency Population and Civil Registration Office. J-Labahko is a service that covers population administration for the Jember community as a whole in Jember Regency down to the village level. Jenggawah District is one of the sub-districts in Jember Regency that has implemented the J-Lahbako application network system. One of the villages in Jenggawah District, namely Kemuningsari Kidul, was the place where the J-Lahbako application was first inaugurated which was attended by all stakeholders in Jember Regency. This research refers to qualitative methods and descriptive approaches, this is to answer any questions that arise in the research. The type of primary data is in the form of data collection through interviews with the Department of Population and Civil Registration, apparatus and the community in Jenggawah District. The J-Lahbako application until March 2023 can be accessed by 175 villages out of 248 villages in Jember Regency or has been realized by 70%. The J-lahbako digital service is effective in assisting the government, namely the Population and Civil Registration Office in providing population administration services to village areas, however there are several obstacles including frequent system disruptions and limited knowledge of J-lahbako operators regarding changes to rules in the J-lahbako system.

Menjembatani Eksplorasi dan Eksploitasi: Ambidextrous Leadership dalam Transformasi Pelayanan Publik Indonesia

This research focuses on the concept of ambidextrous leadership in the context of public service transformation in Indonesia. The background lies in the complexity of challenges faced by the government in enhancing efficiency and innovation in public services. The objective of this study is to investigate the role of ambidextrous leadership in achieving a balance between resource exploration and exploitation efforts to enhance the quality of public services. The research methodology employs a qualitative approach with case study analysis and interviews. The findings indicate that leaders implementing ambidextrous leadership can generate significant innovations in public services while maintaining high efficiency levels, with important implications for the improvement of public services in Indonesia.

PENERAPAN APLIKASI SIPIO BERBASIS SMARTPHONE UNTUK MENINGKATKAN PELAYANAN FARMASI KLINIK APOTEKER DI RSUD SIMPANG LIMA GUMUL KEDIRI

The world increasingly familiar with the digital world encourages the government to transform, especially in public services. Digital transformation in the public service sector is principally carried out to present public services that can adapt to society's needs. This will be optimal if it is carried out collaboratively across agencies regarding data utilization and service delivery. This collaboration is not limited to between government agencies but also across BUMN/D and private parties to provide excellent service to the community. For this reason, policies have been established that encourage and direct the four targets of accelerating the transformation of public services, namely the realization of electronic-based public services for each type of service (e-service), public complaints as the basis for public service policies, strengthening innovation ecosystems and strengthening integrated services. In supporting this, ASN, especially supervisory officials, need insight into technological developments in preparing organizations to utilize technology that suits their needs in improving electronic-based public services (e-services) to the public. The SIPIO application (Consultation and Drug Information Services) was created as an innovative service that can maximize the pharmacist's clinical pharmacy work so that patients or health workers who need information about drugs can easily communicate with pharmacists.

A Analysis of Digital Transformation in Public Services (Case Study: Banyumas Regency Public Service Mall)

The application of e-government in the form of information technology in government institutions is an effort to revitalize the implementation of public administration tasks and functions in policy management or service delivery. One of how public management is implemented through the concept of e-government is implemented in the Public Service Mall, which in the process cannot be separated from digital transformation. Digital transformation in public services refers to processes and strategies that use digital technology to realize services that are clean, transparent, and can respond effectively to changing demands. This research was conducted using a qualitative descriptive approach. This research analysis uses the theory of digital transformation of public services which is used as a measuring instrument to determine the implementation of digital transformation in public services at the Banyumas Regency Public Service Mall referring to six dimensions. The data collection technique was carried out using a literature study so that primary data was obtained from various literatures online. The results of the study reveal that most of the dimensions of digital transformation in Banyumas Public Service Mall services are considered very good. Four dimensions, namely the dimensions of Accessibility, Awareness, Accountability, Origin of data, privacy, and fairness, are considered very good. The other dimensions, namely Accountability and Explanation, can be considered good.

Residents’ Perceptions of Tourism Gentrification in Traditional Industrial Areas Using Q Methodology

Tourism gentrification in traditional industrial areas presents issues regarding the privatization of public spaces, transformation of public services to cater to tourists, erosion of community social bonds, and the commodification of regional consumption, which has far-reaching impacts on residents’ stress and their desire to relocate. This study aims to understand the impact of tourism gentrification from residents’ perspectives with a case study of the 798 Industrial Art Zone in Beijing, China. Using Q methodology, residents living in the community (N = 20) were involved in the interviews. The finalized statements (N = 26) were derived from the interviews. Based on the stress threshold theory, the results revealed four factors that influence residents’ stress: neighboring environment, community attachment, economic interest, and cultural identity. This study further proposes a framework with four dimensions (i.e., environmental, relational, economic, and emotional) to explain the relocation decision-making of residents in traditional industrial areas due to stress from interactions with migrants and visitors, and changes to the place-functions of industrial regions and communities. This study is the first to conceptualize tourism gentrification in traditional industrial areas by elucidating the residents’ stress. It provides practical guidance for policymakers and destination marketing organizations for promoting the sustainable development of industrial tourism.