PERAN TEKNOLOGI INFORMASI DALAM MEWUJUDKAN PELAYANAN PUBLIK YANG EFISIEN: Analisis Penggunaan Aplikasi Layanan Online di Sumatera Barat

Abstrak

This study aims to analyze the role of online service applications in achieving efficient public services in West Sumatra and to identify the barriers that still limit the benefits of service digitalization. The study uses a descriptive qualitative approach through semi-structured interviews with four informants consisting of an electronic service management officer, a public service officer, a citizen who uses online services, and a citizen who experienced difficulties in using the application. The data were analyzed through data reduction, theme grouping, data presentation, and conclusion drawing. The findings show that online service applications help improve service efficiency through easier access to information, reduced need for repeated office visits, better document readiness among citizens, faster document examination, and more organized service data. These benefits are not yet fully distributed because barriers remain, including digital literacy gaps, unstable internet networks, confusing application interfaces, server disruptions, and service information that is not always updated. This study concludes that information technology plays a real role in accelerating and simplifying public services, but digital efficiency requires a hybrid service model, officer assistance, user-friendly application design, regular information updates, and stronger digital infrastructure.

Kata kunci

• Information Technology
• Online Services
• Public Services
• efficiency
• peran teknologi informasi