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All Journal Pena Justisia: Media Komunikasi dan Kajian Hukum ASAWIKA: Media Sosialisasi Abdimas Widya Karya Prosiding Conference on Research and Community Services Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Journal of Innovation Research and Knowledge Media Bina Ilmiah DIGICOM : Jurnal Komunikasi dan Media Prapanca : Jurnal Abdimas INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE DIGICOM : Jurnal Komunikasi dan Media Journal of International Multidisciplinary Research
Meithiana Indrasari
Unknown Affiliation
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Public Service Innovation in Public Administration: Case Analysis of E-Government Implementation in Surabaya City Government Suhardoyo; Meithiana Indrasari; Safutra Rantona; Ike Devi Sulistyaningtyas; Tito Rachmanto
Pena Justisia: Media Komunikasi dan Kajian Hukum Vol. 24 No. 1 (2025): Pena Justisia
Publisher : Faculty of Law, Universitas Pekalongan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31941/pj.v24i2.6450

Abstract

The implementation of e-government has emerged as a critical catalyst for public service innovation, with the primary goals of enhancing efficiency, transparency, and citizen participation in public administration. This qualitative case study explores the e-government initiatives implemented by the Surabaya City Government, establishing Surabaya as a leader in digital governance within Indonesia. Despite the global and national focus on e-government systems, a substantial research gap persists in understanding the specific challenges and outcomes faced by local governments, particularly within Indonesia's socio-political framework. Employing qualitative methods, such as in-depth interviews with government officials and citizens, this study analyzes the implementation strategies, the impact on public service delivery, and the influence of government officials, technological infrastructure, and organizational culture on the success of e-government. The findings indicate that while e-government has enhanced administrative efficiency and service accessibility, significant challenges, including digital literacy, infrastructural limitations, and political resistance, remain. Additionally, although citizen engagement has improved, certain population segments continue to face barriers due to the digital divide. This research advances the existing literature by providing a detailed examination of local e-government implementation and offering practical recommendations for overcoming challenges in similar settings.
Co-Authors Agustiawan Djoko Baruno Arlin Besari Djauhari Eddy Yunus Eko Pamuji Fadjar Kurnia Hartati Fedianty Augustinah Ferriswara, Dian Giovanni Owen Nanda Wijaya Ifit Novita Sari Ike Devi Sulistyaningtyas Janin Islam Khusnul Ainun Nur Johan Hari Sukwanto Liosten Rianna Roosida Ully T M Adhi Prasnowo M Adhi Prasnowo Moch. Subechi Nurcahyo Muhajir Sulthonul Aziz Safutra Rantona Suhardoyo Sukesi . Tito Rachmanto Yance Jitmau