Examining the Depok Single Window: Challenge and Strategy for Digital Service Development

Zuliansyah Putra Zulkarnain; Gwyneth Fayza Amsianisa

doi:10.24198/jmpp.v9i2.60904

Examining the Depok Single Window: Challenge and Strategy for Digital Service Development

Zuliansyah Putra Zulkarnain, Gwyneth Fayza Amsianisa

Abstrak

This paper analyzes the development of the Depok Single Window (DSW) platform in implementing EBGS in Depok City using the theoretical framework of Layne and Lee. The DSW is built to increase administrative efficiency, ease of access to public services, and public trust by digitalizing services. Since its release in 2018, the DSW has grown from 15 to 145 features, among others healthcare, taxation, and public complaint services. Utilizing Layne and Lee’s model with qualitative case studies methods, this research reveals major issues, such as a lack of vertical and horizontal integration among the institutions, suboptimal technological infrastructure, and poor match between design and actual community needs. Although the current stage is a transaction, the DSW has not yet led to vertical integration of services through different levels of government, and thus, services remain fragmented, containing technological incompatibility and poor internet access. Accordingly, it identifies three priority tasks for strengthening interagency coordination, raising the current level of digital literacy, and building infrastructure while migrating to the horizontal integration stage. Thus, the following findings underscore a new type of reform in digital administrative development to support modernization towards public services through people-oriented and restoring public confidence in digital government.

Kata Kunci

Digital Transformation; E-Government; Public Services; Local Government

Teks Lengkap:

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Referensi

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DOI: https://doi.org/10.24198/jmpp.v9i2.60904