INOVASI PELAYANAN PUBLIK BERBASIS DIGITAL: TINJAUAN LITERATUR TERHADAP DAMPAK DAN TANTANGANNYA DI SEKTOR PEMERINTAHAN
Keywords:
Digitalization, E-Government, Public Service Innovation, Service Quality, Digital Transformation.Abstract
The development of digital technology has encouraged the government to transform public service delivery to improve efficiency, transparency, and service quality. However, the implementation of digital-based public service innovations still faces various obstacles such as infrastructure inequality, low digital literacy, organizational resistance, and data security issues. This study aims to analyze the impact of digital innovation on the quality of public services and identify the main challenges faced by the government in the implementation process. The method used is a literature review by examining various scientific articles, official reports, and relevant publications to gain a comprehensive understanding of the developments, opportunities, and obstacles in the digitalization of public services. The results show that digital innovation has a positive impact in the form of increased administrative effectiveness, accelerated service times, strengthened transparency, and expanded service access through digital platforms. Digitalization also encourages public engagement through interactive online communication channels. However, gaps in infrastructure and human resource competencies are significant obstacles to optimizing technology-based services. This study concludes that the success of digital public service innovations is highly dependent on technological readiness, apparatus capacity development, adaptive regulations, and inclusive service design. The implementation of digitalization needs to be planned sustainably and measurably to be able to encourage the transformation of more responsive and efficient governance.
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