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The transformation of public services has become a key priority in public administration reform, driven by growing public demands for government services that are more responsive, transparent, and oriented toward the public interest. In this context, the concept of Public Value Creation has emerged as an approach that emphasizes the creation of social value as the primary objective of public service delivery. This study aims to analyze the role of Public Value Creation as a conceptual framework in public service transformation oriented toward the public interest. The study employs a qualitative approach through a literature review, examining various relevant academic sources on public value theory, contemporary public administration, and public service transformation. The findings indicate that Public Value Creation plays a role in driving a paradigm shift in public service from an administrative bureaucratic orientation toward service focused on creating social benefits for the community. This approach also strengthens a community-centered service orientation, fosters collaboration between the government and various stakeholders, and supports public service innovation, including through the utilization of digital technology. The implications of this research suggest that the concept of public value can serve as a conceptual foundation for the government in designing more inclusive public service policies and innovations  

This study aims to analyze the influence of customer experience and perceived value on tourist satisfaction among users of the Sidoarjo City Tour Bus as a form of public tourism transportation service. The Sidoarjo City Tour Bus represents a regional government service innovation intended to support tourism development while improving urban tourism accessibility. This study employs a quantitative approach using a survey method involving tourists who used the Sidoarjo City Tour Bus. Data were collected through questionnaires distributed to 99 respondents and analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that customer experience does not have a significant effect on tourist satisfaction, suggesting that the experiences perceived by users are still subjective and not consistently felt by all service users. In contrast, perceived value has a positive and significant effect on tourist satisfaction, making it the most dominant variable in influencing satisfaction among Sidoarjo City Tour Bus users. These findings indicate that tourist satisfaction is more strongly determined by perceptions of benefits, service quality, and the suitability between sacrifices made and benefits received rather than by emotional experience alone. Therefore, this study recommends that the management of the Sidoarjo City Tour Bus and the local government enhance service value through improvements in facilities, information systems and registration processes, as well as optimization of comfort and schedule certainty. These efforts are important to increase tourist satisfaction and to support sustainable tourism development in Sidoarjo Regency.

The digital transformation of public administration in recent decades has reshaped government service delivery, particularly through the adoption of technology as a tool to enhance transparency, efficiency, and accountability. The implementation of the Online Single Submission–Risk Based Approach (OSS-RBA) represents Indonesia’s strategic effort to create an integrated licensing framework aligned with the principles of good governance. This study aims to analyze the forms of administrative responsibility in digital-based licensing services under OSS-RBA and examine the accountability mechanisms applicable when system failures affect legal certainty for business actors. The research employs a normative juridical method using statutory, conceptual, and case approaches through the examination of regulations, doctrines, and administrative court decisions. The findings indicate that digitalization does not alter the core of governmental responsibility, as every decision generated by the system is legally attributed to the competent administrative authority. The implementation of OSS-RBA still faces obstacles such as system errors, data inconsistencies between institutions, and delays in technical verification, all of which directly affect legal certainty and the quality of public services. Furthermore, internal and external oversight mechanisms are not yet fully effective in preventing maladministration, including unreasonable delays and inaccuracies in automated decision-making. The study also shows that business actors require more responsive administrative remedies to prevent technological risks from shifting entirely onto them. Therefore, this research concludes that the effectiveness of OSS-RBA depends on strengthening institutional capacity, harmonizing regulations, and ensuring the consistent application of good governance principles throughout all stages of digital licensing administration.  

This research seeks to examine adaptive and sustainable internal governance approaches to enhance the operations of the Household Division within the General Bureau at the East Java Province Regional Secretariat. The study concentrates on four main elements: the integration and compatibility of SIM-BMD with financial systems and LPSE, technology-driven centralized logistics frameworks, the execution of asset lifecycle SOPs involving preventive maintenance and quick transfer methods, and the enhancement of human resource capabilities through targeted training and the creation of digital leaders. Employing a qualitative descriptive approach within a case study framework, information was gathered via detailed interviews, participatory observation, and analysis of institutional documents. The results indicate that integrating systems improves transparency, efficiency in reporting, and accountability in asset management. The centralized logistics approach paired with intelligent warehouse techniques greatly enhances distribution efficiency and decreases operational expenses. Additionally, proactive asset lifecycle management reduces the chances of asset deterioration and prolongs its useful life. Nonetheless, inconsistent digital skills among staff continue to pose a significant obstacle, necessitating ongoing training initiatives and guidance. The research suggests promoting a data-centric work environment, inclusive digital advancements, and collaboration among departments to establish a professional, effective, and sustainable internal governance framework consistent with the tenets of good governance and smart government

Managing public markets is one form of government service aimed at improving community competitiveness, as regulated in the Republic of Indonesia Law No. 7 of 2014 concerning Trade and the Minister of Home Affairs Regulation No. 20 of 2012 concerning the Management and Empowerment of Traditional Markets. Public markets play a vital role as local economic drivers that support community livelihoods. According to Utamanews.com (2022), Tanjung Morawa Public Market, located on Jalan Gerilya, Tanjung Morawa District, was rated by business actors as the poorest-performing public market in Deli Serdang Regency. This study aims to describe the capacity of the Department of Industry and Trade (Disperindag) of Deli Serdang Regency in managing the Tanjung Morawa Public Market. The research uses a descriptive qualitative method with data collected through observation, interviews, and documentation. The analysis is based on Horton et al.’s (2003) organizational capacity indicators, including human resources, infrastructure, technology, budgeting, and organizational activities. The findings reveal that Disperindag has not yet reached optimal capacity in market management, as evidenced by weak human resources, poorly maintained infrastructure, lack of technological application such as REPATONIK, limited budget allocation, and ineffective organizational activities in maintaining cleanliness and regulating street vendors around the market.

Effective communication is a key element in modern public administration, as it serves not only as a means of conveying information but also as a strategic instrument for strengthening inter-agency coordination, increasing public participation, and building public trust in the government. This study uses a qualitative approach with a literature review method, reviewing scientific journals, academic books, and official policy documents to analyze the role of communication in the bureaucracy, identify barriers that hinder its effectiveness, and propose relevant strengthening strategies in the digital era. The results of the study indicate that clear, consistent, and open communication acts as a catalyst in every stage of public policy from formulation, implementation, to evaluation, while simultaneously increasing the government's legitimacy in the eyes of the public. However, several obstacles remain, including the hierarchical organizational structure of the bureaucracy, a closed communication culture, limited communication competency among civil servants, and political intervention that often distorts policy messages. Furthermore, the development of digital technology provides significant opportunities through e-government, social media, and public service applications to expand the reach of communication, but at the same time presents challenges in the form of low digital literacy among civil servants and the public and the risk of spreading false information. To address these issues, recommended communication strengthening strategies include increasing the capacity of civil servants through communication skills training, developing information technology-based communication systems, establishing a more open and participatory organizational culture, and actively involving the public in every stage of public policy. Thus, this study confirms that effective communication is the main foundation of bureaucratic reform, because without inclusive, adaptive, and technology-based communication, public administration will not be able to meet the increasingly dynamic, complex, and critical demands of the public on the quality of government services.

The development of information technology plays an important role in improving the quality of public services, including the processes of public complaints and grant submissions. Currently, these services at the Welfare Section of Situbondo Regency are still carried out manually, which often causes recurring problems such as delayed verification, lack of transparency in decision-making, and difficulties in data archiving and retrieval. These challenges not only slow down administrative processes but also reduce public trust in government services. Therefore, the design of a web-based information system is considered crucial to support the implementation of e-government and to ensure more effective, efficient, and accountable services. This study aims to design an integrated web-based information system that facilitates both public complaints and grant submissions within one platform. The research method applied is Object Oriented Analysis and Design (OOAD), which emphasizes systematic analysis and modeling using the Unified Modeling Language (UML). The analysis phase includes identifying system requirements, business process modeling, and defining functional and non-functional needs. The design phase produces various models such as business process design, input-output forms, application architecture using a three-tier structure, UML diagrams (use case, activity, class, and sequence diagrams), and database modeling. The results of this research are expected to provide a system design that improves the speed of service delivery, enhances transparency through real-time status tracking, reduces the risk of data loss by implementing digital archiving, and increases efficiency in the verification process. Overall, the proposed system design contributes to strengthening good governance practices in Situbondo Regency and serves as a reference for similar developments in other local government institutions.

Digital transformation in the public sector has become a strategic agenda to improve the efficiency, transparency, and quality of government services, including in regional revenue management. This study aims to analyze the implementation of digital transformation in the Regional Revenue Agency (Bapenda: Badan Pendapatan Daerah) of East Java Province, especially in the Gresik Technical Implementation Unit (UPT: Unit Pelaksana Teknis), as well as its impact on administrative efficiency, transparency, and increasing Regional Original Revenue (PAD: Pendapatan Asli Daerah). This study uses a non-empirical qualitative approach with a literature study method, which involves the analysis of secondary data from scientific journals, policy documents, government performance reports, and community digitalization indicators such as the Indonesian Digital Society Index (IMDI: Indeks Masyarakat Digital Indonesia). The results show that digital transformation through e-payment systems and web-based administration has significantly accelerated the service process, improved taxpayer compliance, and reduced revenue leakage. The receipt of PAD through digital channels increased by 60% in one year, while service efficiency increased by reducing administrative process time from three days to one day. The implementation of this digital transformation is also influenced by the readiness of infrastructure, apparatus competence, and community digital literacy, as described in the theoretical framework of the Technology Acceptance Model (TAM), Dynamic Capabilities, and TOE Framework. Despite positive achievements, challenges such as digital skills gaps, resistance to change, and system security issues are still obstacles in optimizing digital transformation. This research makes a theoretical contribution to the development  of e-governance literature  and digital public policy practices at the local level. These findings also provide concrete recommendations for other regions to replicate good practices of digital transformation that have succeeded in improving regional financial performance. Thus, digital transformation is not only a technological instrument, but also a governance strategy that requires synergy between technology, organizations, and society

This study aims to explain and analyze the quality of public services at the Leihitu Barat District Office. Quality public service is a key indicator in assessing the performance of local governments, particularly at the sub-district level, which directly provides services to the community. This research uses a descriptive method with a qualitative approach to gain an in-depth understanding of the current service conditions. The informants in this study totaled 10 people, consisting of district officials and community members who use the services. Data were collected through in-depth interviews, observations of service activities at the sub-district office, and documentation of relevant supporting documents. The collected data were analyzed using descriptive qualitative analysis with a case study approach, providing a comprehensive picture of existing problems and potentials. The assessment of service quality is based on Zeithaml’s theory, which includes five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research findings indicate that the quality of public services at the Leihitu Barat District Office has not yet met optimal standards. In terms of tangibles, it was found that physical facilities such as waiting areas, service desks, and supporting equipment are still very limited. The reliability dimension is also not well fulfilled, as the service processes are often inconsistent and not timely. The assurance dimension reflects a lack of professional ability and attitudes among officials in providing a sense of security and trust to the public. However, the dimensions of responsiveness and empathy show relatively positive developments. Some officials have demonstrated responsive and empathetic attitudes in addressing the needs and complaints of the public. Nonetheless, comprehensive improvements are still necessary. These include enhancing the quality of human resources, increasing the availability of physical infrastructure, and improving service management systems. By addressing these areas, public services at the Leihitu Barat District Office can become more effective and better aligned with community expectations.

This study examines the relationship between the level of digital literacy of the community and the effectiveness of public participation in the digital governance process. Using a quantitative approach through a structured survey of 450 respondents in three major cities in Indonesia, this study analyzes how digital literacy skills affect community involvement in digital government platforms, public policy making, and e-participation mechanisms. The results of the study show a significant positive correlation (r=0.742, p<0.001) between digital literacy and the level of participation in digital governance. Communities with high digital literacy showed 3.2 times more active participation in online public consultations, provided better quality policy feedback, and used e-government services more optimally. These findings provide theoretical contributions to the understanding of digital citizenship and provide practical recommendations for the development of inclusive digital governance strategies.

The SEBLAK program (Birth Certificate, Birth Registration, and Family Card) initiated by RS dr. Mohammad Zyn represents an innovation in digital-based civil registration services, aimed at improving efficiency, effectiveness, and transparency in public services related to population administration. This innovation integrates the processes of data collection, verification, and the issuance of administrative documents automatically through a digital system directly connected to the Department of Population and Civil Registration (Disdukcapil). Consequently, procedures for obtaining documents such as birth certificates and family cards can be carried out more quickly, easily, and without bureaucratic obstacles, while also providing more accurate and reliable data. The overall success of this program is supported by several key factors, including adequate technological infrastructure, continuous training for officers and the community, and effective socialization through various media and community forums. A qualitative approach was used to evaluate the implementation process and its impact on the community and hospital staff. Data were collected through in-depth interviews, observations, and documentation, then analyzed using the Miles and Huberman (1994) model. The results indicate that the implementation of this digital system can significantly reduce the time and costs associated with document processing, improve data accuracy, and strengthen public trust in government services. Beyond operational aspects, the SEBLAK program also positively impacts increasing access to administrative services for communities in remote and hard-to-reach areas. This aligns with the goal of expanding digital services inclusively and reinforcing the role of hospitals as the initial point and center for civil registration services while enhancing community participation in fulfilling their administrative rights. However, challenges remain, including technical infrastructure limitations, a lack of sufficient training for human resources, and the need to improve data security capacity. Therefore, continuous capacity building for human resources and infrastructure development are crucial to ensure the sustainability and success of this program, which can serve as a model for innovative public services that other institutions in Indonesia can adopt.    

The objectives of this study are: To determine the role of sea transportation in supporting the fulfillment of logistics needs through Timika Regency. To determine the strategy for developing sea transportation in supporting the fulfillment of logistics needs in Timika Regency. Research Objectives: 1) to determine the role of sea transportation in supporting the fulfillment of logistics needs through Timika Regency. 2) To determine the development of sea transportation in supporting the fulfillment of logistics needs through Timika Regency. The research method used is a qualitative descriptive research method. The research was conducted at the UPP Office and the Class II Timika Papua Tengah Port Authority. The research was conducted from March to June. The data collection techniques used were observation, documents, interviews. Research results: Efforts made by the UPP Office to improve ship safety at Timika Port 1) online inspection of ship documents and ship physicals 2) a. Opening access to isolated, remote, underdeveloped, and border areas to encourage increased local production and overcome disparities between regions. b. Connecting relatively underdeveloped inland areas with more advanced trade and government service centers. c. Establishing functional linkages between production areas and collection and distribution centers.

This study examines the effectiveness of e-government implementation in improving public service quality in Makassar City Government. The rapid development of information technology has prompted local governments to adopt e-government systems, yet their effectiveness in enhancing public service delivery requires comprehensive evaluation. This research employs a mixed-method approach, combining qualitative and quantitative data collection through interviews with government officials, surveys of 200 citizens, and direct observation of e-government services. The findings reveal that Makassar's e-government initiatives have significantly improved service delivery efficiency, with 75% of users reporting increased satisfaction in public services. However, challenges persist, including digital literacy gaps among citizens and occasional technical infrastructure issues. The study identifies key success factors such as strong leadership commitment, adequate IT infrastructure, and regular system updates. These findings contribute to the growing knowledge on e-government implementation in developing regions and provide practical recommendations for local governments seeking to enhance their digital service delivery systems.

The Regional Government, in supporting education reform for better quality and optimality within its units of authority, established the Regional Public Service Agency Program (BLUD) which can be understood as a system implemented by a technical implementation unit of regional agencies/agencies in providing services to the community, and has flexibility in financial management as an exception to regional financial management provisions in general. In line with the Directorate of Vocational High School Development (SMK) in seeking SMK as a school with BLUD status, this can support the management of goods and services whose superior products can manage the production process in the Teaching Factory Program (TEFA) more flexibly without violating regulations (Fazli, 2022). Implementing the Teaching Factory (TEFA) in the form of goods and services for vocational school students is expected to align with the objectives of Good Corporate Governance (GCG) Regional Government Services, namely good management to support the BLUD Vocational School Program in schools. In conducting this research the author used a descriptive qualitative research method approach.

This study aims to identify the main dimensions in the e-GovQual model that are most relevant for use in evaluating e-Government services in Indonesia. The study was conducted through a systematic literature review method on ten national scientific articles published between 2018 and 2023. The articles were reviewed based on the use of e-GovQual dimensions in the context of implementing digital-based public services. The results of the analysis show five main dimensions that are most often used, namely Efficiency, Reliability, Responsiveness, Citizen Support, and Security. These findings are expected to be the basis for standardizing e-GovQual dimensions and contributing to the development of a more consistent and comprehensive digital public service quality evaluation framework.

The utilization of technology in public services promises effectiveness and efficiency to help all lines of human work because it can speed up the work process. all lines of human work because it can speed up the work process carried out. The realization of egovernment can be realized as one form of technology utilization in the public service sector. The M-Passport application is one of the implementations of e-government in the field of immigration. The implementation of the M-passport application will be reviewed for effectiveness whether it can realize the effectiveness of e-government services. effectiveness in e-government services to the community. This can be seen from the implementation of the application passport application that is getting easier and faster with the help of technology and technology and systems that exist in the M-Passport Application. This also supports the implementation of egovernment-based public services and helps oversee social distancing policies during the Covid-19 pandemic in Indonesia so that we can continue to provide optimal immigration services

The problem that arises at this time is satisfaction with the service from the performance of government employees for the community, both at the village level to the national level. This research was conducted on the basis of problems that arise in the community from what they have received so far from Bangsri Village government services. Whether or not the community is satisfied is the direct experience of the community from service and employee performance for what has been obtained. This research was conducted in Bangsri Village, Bulakamba District, Brebes Regency from March 2023 to July 2023. The population in this study was 12,749 people and the sample for this study was 99 respondents. The testing tool and data analysis in this study used SPSS 26 with the method of testing and analysis through validity testing, reliability testing, classical assumption tests (normality test, multicollinearity test, heteroscedasticity test, t test, F test, Coefficient of Determination test. Results in this study shows that service quality has a significant effect on community satisfaction, as evidenced by the t value for variable X1 (4.671) greater than t table (1.661).The performance of village government officials has a significant effect on community satisfaction, this is evidenced by the t value calculated for variable X2 ( 2.936) is greater than t table (1.661) and the significant value of t X2 is less than 0.05 or 0.009 <0.05 Quality of service and performance of village government officials has a significant effect on community satisfaction, this result is indicated by a significant value of 0.000 greater than 0.05 and a calculated F value of 142.898 greater than F table 3.938 Service Quality and Performance of Village Government Apparatuses is able to predict the dependent variable, namely Community Satisfaction of 94.4%, the remaining 5.6% is explained by other variables outside this research.

E-government is a government effort to provide efficient and effective public services by utilizing information and communication technology. E-Government allows people to access various available services. The aim of this research is to find out how the E-Government service system is implemented, including the factors that influence it, and the benefits of implementing E-Government in public services. This research also uses a purposive sampling technique, namely a technique carried out by determining special criteria or considering certain characteristics of the sample or research subject to be studied that are relevant to the topic. The results of the research show the implementation of UPT KB  Tangerang City is not yet optimal, both in terms of the synergy between agencies in the Tangerang City government and the UPT itself in implementing the E-Government system which is still lacking, and the low level of understanding and socialization of employees in implementing it. E-Government service system. To improve e-government management, it is required to integrate information systems for e-government management sequentially to improve public service performance, and increase human resources who are skilled in information technology, the implementation of E-Government at UPT KB can run more optimally and provide greater benefits for the community.

The level of tax compliance has been a concern of researchers and governments for decades. Various efforts have been made by the government in order to increase taxpayer compliance including the use of information and communication technology in service delivery (e-government) but have not yielded optimal results. Various studies and research related to taxpayer compliance and its relationship with e-government have also been carried out but are still focused on e-government services regardless of the level of readiness (e-readiness) of the government itself as a service provider (government e-readiness) or from the community side as service users (citizen e-readiness). Writing this article aims to build a new hypothesis with the variable level of readiness (e-readiness) as a variable that affects government services which will ultimately increase the level of taxpayer compliance. Previous research or relevant research is used to strengthen the theory and phenomenon of the relationship or influence between variables.

At present, the Industrial Revolution 4.0 is not only happening in the industrial world but also in government agencies that apply technology to fulfill service needs to the community. The government is expected to answer all community needs by providing the best services based on information technology. One of them is the Jambi City Public Complaint Information System Applications or Online-Based Jambi City Community Complaint Application (SiKesal) is a form of information technology-based service application for incoming public complaints dominated by infrastructure, roads, drainage, cleanliness, street lights, clean water, and parking problems and about damage to be repaired. With the public complaint report, it will not be followed up by the relevant OPD admin, so it is necessary to train how to use the SiKesal application for OPD Admins in Jambi City so that each OPD admin knows what to do. On this basis, in the community service program (PkM) activities on this occasion, assistance in using the SiKesal application for OPD admins in the Jambi City which is one of the right solutions for the government to improve government services to the community so that public satisfaction and trust in the government can increase.