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All Journal Journal of Government and Civil Society Jurnal Profetik
Kristina Setyowati
Sebelas Maret University
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Digitalization: Innovation in public services (Case Study Implementation of the Complaints Service Unit in Surakarta (ULAS) and Klaten Regency Industry and Manpower Office) Heka Jalu Seta; Didik Gunawan Suharto; Kristina Setyowati
Journal of Government and Civil Society Vol 8 No 2 (2024): Journal of Government and Civil Society (October)
Publisher : Universitas Muhammadiyah Tangerang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31000/jgcs.v8i2.10884

Abstract

This study examines the impact of digital transformation on public service innovation through a comparative analysis of the Surakarta Complaints Service Unit (ULAS) and the Industry and Manpower Office in Klaten Regency. As digitalization becomes a cornerstone of modern governance, it offers critical pathways to enhancing efficiency, responsiveness, and transparency within public administration. By investigating digitalized complaint management and service processes, this research highlights how digital platforms can streamline responses to community needs and foster improved administrative practices. Through a qualitative approach, utilizing both literature review and in-depth interviews, findings reveal that digitalization not only addresses public grievances effectively but also plays a vital role in establishing principles of good governance. This study underscores the significance of digital transformation in elevating public sector responsiveness and accountability, providing valuable insights for other regions aiming to leverage technology in public service reforms.Penelitian ini mengkaji dampak transformasi digital terhadap inovasi layanan publik melalui analisis komparatif pada Unit Layanan Aduan Surakarta (ULAS) dan Dinas Perindustrian dan Tenaga Kerja Kabupaten Klaten. Digitalisasi telah menjadi landasan dalam tata kelola modern, menawarkan jalur penting untuk meningkatkan efisiensi, responsivitas, dan transparansi dalam administrasi publik. Dengan meneliti manajemen pengaduan dan proses layanan yang terdigitalisasi, penelitian ini menyoroti bagaimana platform digital dapat menyederhanakan respons terhadap kebutuhan masyarakat dan mendorong praktik administratif yang lebih baik. Melalui pendekatan kualitatif, menggunakan tinjauan pustaka dan wawancara mendalam, temuan menunjukkan bahwa digitalisasi tidak hanya secara efektif menangani keluhan publik tetapi juga berperan penting dalam penerapan prinsip tata kelola yang baik. Studi ini menegaskan pentingnya transformasi digital dalam meningkatkan responsivitas dan akuntabilitas sektor publik, serta memberikan wawasan berharga bagi daerah lain yang ingin memanfaatkan teknologi dalam reformasi layanan publik. 
From E-Government to Smart Governance: Institutional Adoption of the Jogja Smart Service Application in Yogyakarta City Kristina Setyowati; Salsabila Inas Sausan; Septyanto Galan Prakoso; Berlian Berlian
Profetik: Jurnal Komunikasi Vol. 19 No. 1 (2026): Vol.19 No.1 (2026)
Publisher : Faculty of Social Sciences and Humanities Universitas Islam Negeri Sunan Kalijaga Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14421/pjk.v19i1.3089

Abstract

Jogja Smart Service (JSS) is a digital public service application developed by Dinas Komunikasi, Informatika dan Persandian Kota Yogyakarta to support independent services. E-Government Adoption is necessary because its concept has become a reference in realizing electronic-based governance, especially in simplifying services through the development of digital applications. This study uses descriptive qualitative research methods; data were collected through semi-structured interviews, non-participant observation, and documentary analysis with eleven informants selected through purposive sampling, and validity was established using methodological triangulation. This research was studied using Indrajit’s theory (2005), which contains components of E-Government adoption, including Competency Building, Capital, Cyber Laws, Connectivity, Content Development, and Citizen Interfaces. The results of the study shows that each of the adoption components has been largely met, with some components only partially fulfilled. The findings indicate that the adoption of E-Government principles in the Jogja Smart Service (USS) application has generally been implemented, although several components still require improvement. Competency Building is reflected through employee training programs that are not yet conducted routinely. The Capital component shows that JSS development is primarily funded through the Regional Revenue and Expenditure Budget (APBD), with additional ecosystem support from CSR initiatives. Cyber Laws are supported by central and regional regulations. Connectivity is supported by hardware and software infrastructure at DISKOMINFO Yogyakarta City, although system scalability and performance still require continuous evaluation. Content Development is reflected in the application's accessible interface and integrated services, while improvements in responsiveness and user experience remain necessary. Citizen Interfaces are demonstrated through multi-access communication channels for public services.  
Co-Authors Berlian Berlian Didik Gunawan Suharto Heka Jalu Seta Salsabila Inas Sausan Septyanto Galan Prakoso