ANALYSIS OF PUBLIC SERVICE DIGITALIZATION POLICY IMPLEMENTATION IN ENHANCING THE PERFORMANCE EFFECTIVENESS OF GOVERNMENT AGENCIES

Abstrak

This study aims to analyze the implementation of digitalization policies in public services and their impact on improving the effectiveness of government agencies’ performance. The research employs a qualitative approach with a descriptive-analytical method to gain an in-depth understanding of policy implementation processes, challenges encountered, and their organizational impacts. Data were collected through interviews, observations, and documentation involving government officials, digital system administrators, and the public as service users. The findings indicate that digitalization of public services contributes positively to improving efficiency, service speed, transparency, and accountability of government performance. Digital-based systems simplify bureaucratic processes and reduce administrative errors. However, the implementation still faces several challenges, including limited technological infrastructure, insufficient digital competencies among personnel, and disparities in public digital literacy. In addition, the lack of integration across systems and regulations remains a significant barrier to achieving optimal public service delivery. This study concludes that the success of public service digitalization is highly dependent on human resource readiness, technological infrastructure support, and integrated and sustainable policies. Therefore, efforts to enhance staff capacity, strengthen infrastructure, and improve public digital literacy are essential to optimize digital-based public services.

Kata kunci

• Digitalization
• Government Agencies
• Public Policy
• Public Service Digitalization Policy
• Public service
• performance effectiveness