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All Journal MIMBAR : Jurnal Sosial dan Pembangunan Jurnal Dialektika Publik International Journal of Law and Society Momentum Matrix: International Journal of Communication, Tourism, and Social Economic Trends Prosiding Seminar Nasional Ilmu Sosial dan Teknologi (SNISTEK) International Journal of Social Welfare and Family Law Proceeding of The International Conference on Social Sciences and Humanities Innovation
Karol Teovani Lodan
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Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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The Role Of Digitalization In Enhancing Public Service Efficiency: Challenges And Opportunities In Managing Public Complaints Through E-Government In Indonesia Vita Aprilina; Timbul Dompak; Lubna Salsabila; Karol Teovani Lodan
International Journal of Social Welfare and Family Law Vol. 2 No. 1 (2025): International Journal of Social Welfare and Family Law
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijsw.v2i1.183

Abstract

The digitalization of public services improves efficiency, openness, and accessibility, particularly in the administration of public grievances. Information and communication technology facilitates effective, rapid, and responsive complaint resolution while safeguarding user data security. This strategy promotes public engagement using digital channels, including web applications, social media, and unified online complaint mechanisms. Nonetheless, issues such as the digital divide, technological proficiency, and infrastructure preparedness must be resolved. This study utilizes a literature review methodology, employing documentation methodologies and content analysis. The results indicate that the use of e-Government in Indonesia has markedly enhanced the efficiency, openness, and accountability of public services. The use of technology enhances the administration of public grievances in accordance with principles of good governance and current rules. However, issues with infrastructure, human resources, and community engagement remain. To optimize its beneficial effects, initiatives should concentrate on improving technology infrastructure, advancing human resource skills, and amplifying public awareness of the advantages of e-Government. These approaches intend to enhance the system's efficacy in providing high-quality and responsive public services.
Co-Authors dompak, timbul Indri Anggi Simatupang Khairina, Etika Lubna Salsabila Marta Yakin Niat Putri Harefa Milenisha Andani Muhammad Rafi Juanda Timbul Dompak Topo Yudhoyono H Ulima Harma Vernanda Handini Vita Aprilina Yessi Juwita lestari Saragih