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All Journal Journal of Governance and Local Politics (JGLP) Jurnal Ranah Publik Indonesia Kontemporer (Rapik)
Kahar Gani
Universitas Pancasakti Makassar
Social Sciences

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The Impact of Digitalization of Public Service Policies on the Effectiveness of Administrative Services in Makassar City Abdul Halim; Sumardi Sumardi; Nasir Nasir; Kahar Gani; Nasiratunnisaa Mallappiang
Jurnal Pemerintahan dan Politik Lokal Vol 8 No 1 (2026): JGLP, MAY 2026
Publisher : Universitas Pancasakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47650/jglp.v8i1.2619

Abstract

Digital transformation in public services has become a primary focus for various local governments in Indonesia in an effort to improve administrative effectiveness and public satisfaction. Makassar City, as one of the major cities in Indonesia, has implemented a policy of integrated public service digitalization through various online platforms. This study was conducted to measure the extent to which policy digitalization influences the effectiveness of administrative services, while also identifying factors supporting its success. The purpose of this study was to determine the effect of public service policy digitalization on the effectiveness of administrative services in Makassar City. The research approach used was quantitative with a survey design. Primary data were collected through questionnaires distributed to 120 respondents consisting of civil servants and members of the public who use digital services. Data analysis was conducted with the help of SPSS software using validity and reliability tests and simple linear regression to examine the relationship between variables. The results showed that public service policy digitalization had a positive and significant impact on the effectiveness of administrative services. The implementation of digital-based systems increased service speed, reduced administrative errors, and strengthened bureaucratic transparency. Digitalization also played a role in building public trust in public institutions through more efficient and accountable service mechanisms. The study's conclusion confirms that the success of policy digitalization is highly dependent on infrastructure readiness, apparatus competence, and public digital literacy. The novelty of this research lies in the affirmation of a direct relationship between digital policy and the effectiveness of public services in the context of Indonesian local government, providing an empirical basis for technology-based bureaucratic reform.
Desentralisasi dan Penyediaan Layanan Publik di Negara-Negara Demokrasi yang masih Berkembang Sumardi Sumardi; Nasir Nasir; Kahar Gani; Abdul Halim; Nasiratunnisa Mallappiang
Jurnal Ranah Publik Indonesia Kontemporer (Rapik) Vol. 5 No. 2 (2025): Desember
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/rapik.v5i2.112

Abstract

This study examines the relationship between decentralization and the provision of public services in developing democratic countries. Decentralization is often considered a governance reform strategy aimed at improving efficiency, responsiveness, and the quality of public services by granting greater authority to local governments. However, the implementation of decentralization in many developing countries has produced varied outcomes, particularly in relation to local government institutional capacity, levels of accountability and transparency, and public participation in service delivery processes. This study aims to analyze how decentralization influences the quality of public service provision in developing democratic states. The research employs a qualitative approach through a systematic literature analysis using NVivo software to identify patterns, themes, and relationships among concepts across previous studies. The findings indicate that decentralization can enhance the quality of public services when supported by adequate local government capacity, transparent and accountable governance systems, and active public participation in decision-making and policy oversight. Conversely, limited institutional capacity and weak oversight mechanisms may lead to disparities in service quality across regions. The study concludes that the success of decentralization in improving public service delivery largely depends on the strength of local governance institutions and the broader democratic governance framework that supports them.
Co-Authors Abdul Halim Nasir Nasir Nasiratunnisa Mallappiang Nasiratunnisaa Mallappiang Sumardi Sumardi