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All Journal Ilmu Administrasi Publik Jurnal Ad'ministrare: Jurnal Pemikiran Ilmiah dan Pendidikan Administrasi Perkantoran JURNAL KOLABORASI Otoritas : Jurnal Ilmu Pemerintahan Matra Pembaruan: Jurnal Inovasi Kebijakan Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara Jurnal Pengabdian Dharma Laksana Gema Kampus IISIP YAPIS Biak PINISI Discretion Review MODERAT: Jurnal Ilmiah Ilmu Pemerintahan PENGABDI: Jurnal Hasil Pengabdian Masyarakat Jurnal PADMA: Pengabdian Dharma Masyarakat Jurnal Abdimas Bina Bangsa Jurnal Pengabdian Masyarakat Madani Jurnal Pajak dan Bisnis (Journal of Tax and Business) Journal of Indonesian Scholars for Social Research Jurnal Pengabdian Masyarakat Kesosi MODERAT: Jurnal Ilmiah Ilmu Pemerintahan
Rijal Rijal
Department Of Public Administration, Universitas Handayani Makassar
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Neuroscience Nursing Public Health Social Sciences Other

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Digital governance and public service accountability: Insight from the population and civil registration office in Makassar, Indonesia Nasrullah, Nasrullah; Rijal, Rijal; Jusman, Jusman
Otoritas : Jurnal Ilmu Pemerintahan Vol 15, No 1 (2025): (April 2025)
Publisher : Department of Government Studies Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26618/ojip.v15i1.17840

Abstract

This research aims to explore the relationship between the applicability of digital governance in improving public service accountability and how data integration is implemented in the application of digital technology at the population and civil registration office of Makassar City. The highlighted issue is how service digitization contributes to transparency, efficiency and integrated public accountability. The research used an explanatory qualitative approach; which consisted of data collection techniques through in-depth interviews, review and analysis of official documents on digital-based service reports and direct observation of digital service platforms. Data analysis was conducted interactively through the stages of data reduction, data presentation, verification and and conclusion. The findings showed that digital governance at the population and civil registration office of Makassar City has improved to adapt to digital technology, thereby increasing effectiveness and public access to services. However, several improvement notes need to be improved, such as; aspects of data sustainability and security still require strengthening at the institutional level, increasing the capacity of human resources, and policy integration between local and national levels. Through comparisons with local research and with best practices at the global level, this research has reconstructed some concepts of e-government and good governance, while highlighting the need for appropriate adaptation to the local context. The contribution of this research consists in identifying and mapping the practical and normative challenges in implementing digital transformation in the public service sector at the local level. 
EFEKTIVITAS IMPLEMENTASI APLIKASI LAYANAN PUBLIK BERBASIS DIGITAL (MAKASSAR SMART CITY) DALAM MENINGKATKAN KEPUASAN MASYARAKAT Rijal, Rijal; Jusman, Jusman; Nasrullah, Nasrullah; Sukmawati, Sukmawati
Moderat : Jurnal Ilmiah Ilmu Pemerintahan Vol 11 No 4 (2025): November 2025
Publisher : Program Studi Ilmu Pemerintahan FISIP Universitas Galuh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25157/moderat.v11i4.5223

Abstract

This study aims to assess how effective the implementation of digital-based public service applications is in the context of Makassar Smart City and its impact on public satisfaction. Digital services such as Rindu Capil, Smart RT/RW, Service Portal, and Call 112 are designed to improve the efficiency, access, and quality of public services in Makassar City. The method used in this study is qualitative descriptive with data collection techniques through in-depth interviews, observation, and documentation, as well as data analysis following the Miles and Huberman model. The results of the study indicate that the application of digital in public services facilitates access and increases efficiency. However, the effectiveness of its implementation still faces various challenges. Some of the main obstacles include the lack of adequate internet infrastructure, low comfort of using applications by the general public, slow response of institutions to complaints, and lack of socialization and understanding of digital in the community. In addition, it was revealed that there was a difference between what the system promised and the reality of services in the field. Support from the government through training programs, digital education, and the role of RT/RW heads are very important in encouraging the use of applications evenly and sustainably. This study reveals that success in digital transformation in the public service sector is not only determined by the availability of technology, but is also influenced by the readiness of human resources, the speed of institutional response, and cooperation between various levels of government and society. The findings of this study are expected to be the basis for policy recommendations for the Makassar City government in improving the digitalization strategy of public services towards a smarter, more inclusive, and participatory city.
Pelatihan Aplikasi Lontara bagi RT/RW dalam Penguatan Kapasitas Administrasi Publik melalui Pendekatan Sosial-Religius di Kelurahan Biring Romang Kota Makassar Abd Rahman; Andi Ismayana Wahid; Adnan Ma’ruf; Jusman Jusman; Rijal Rijal; A. Ade Rosali Saputra; Herman Herman; Ade Rahmi
Jurnal Pengabdian Masyarakat Madani Vol 6 No 1 (2026): Jurnal Pengabdian Masyarakat Madani (JPMM)
Publisher : Sekolah Tinggi Ekonomi Bisnis Syariah Bina Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51805/jpmm.v6i1.239

Abstract

Kegiatan pengabdian kepada masyarakat ini bertujuan untuk meningkatkan kapasitas administrasi publik di tingkat RT dan RW melalui pelatihan penggunaan aplikasi Lontara di Kelurahan Biring Romang, Kota Makassar. Permasalahan yang dihadapi mitra adalah masih dominannya penggunaan sistem administrasi manual yang berdampak pada rendahnya efisiensi dan akurasi pelayanan publik. Metode pelaksanaan menggunakan pendekatan partisipatif, edukatif, dan sosial-religius yang diintegrasikan melalui kegiatan buka puasa dan berbagi. Tahapan kegiatan meliputi persiapan, pelaksanaan pelatihan, serta evaluasi. Pelatihan dilakukan melalui metode ceramah, demonstrasi, dan praktik langsung penggunaan aplikasi. Hasil kegiatan menunjukkan adanya peningkatan pemahaman dan keterampilan peserta dalam mengelola administrasi berbasis digital, khususnya dalam pendataan warga dan pelayanan surat-menyurat. Selain itu, pendekatan sosial-religius terbukti efektif dalam meningkatkan partisipasi dan keterlibatan masyarakat. Kegiatan ini menunjukkan bahwa integrasi antara pelatihan teknologi dan pendekatan sosial-kultural dapat menjadi strategi efektif dalam mendukung peningkatan kualitas pelayanan publik di tingkat lokal.
Development of Standard Operating Procedures for Non-Population Administrative Services at Pisugi District Office, Jayawijaya Regency Sukmawati Sukmawati; Rijal Rijal; Sukur Suleman
Jurnal Ilmiah Ilmu Administrasi Publik Vol 15, No 2 (2025)
Publisher : Program Pascasarjana Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26858/jiap.v15i2.76974

Abstract

This study analyzes the implementation of Standard Operating Procedures (SOP) in non-population administrative services in Pisugi District, Jayawijaya Regency, Papua Pegunungan, using a descriptive qualitative approach. Data were collected through observation, interviews, and documentation involving nine key informants, consisting of the district head, service officials, and service users. The analysis applied the SERVQUAL framework (tangibles, reliability, responsiveness, assurance, and empathy) to examine gaps between service expectations and realities. The findings indicate that SOP implementation in Pisugi District faces major challenges. Service facilities are available but limited, and SOPs are not publicly accessible, undermining transparency. Service reliability is low due to inconsistent completion times, while responsiveness is constrained by limited staffing and non-standardized communication, despite officials’ efforts to explain procedures. The assurance dimension is weakened since SOPs serve only as internal guidelines, leading citizens to question service legitimacy. Empathy is demonstrated through friendliness and use of local languages, but remains inconsistent due to human resource constraints. The novelty of this research lies in its focus on non-population administrative services in remote Papua, a context rarely explored in prior studies. It extends SERVQUAL theory by showing that in remote areas, service quality is not only shaped by physical facilities and officials’ behavior but also by SOP transparency, institutional capacity, and socio-geographic conditions. The study highlights the need for greater procedural transparency, publication of SOPs, and bureaucratic adaptation to local contexts.
PENGUATAN KAPASITAS APARATUR MELALUI COLLABORATIVE GOVERNANCE DALAM PELAYANAN PUBLIK DIGITAL UNTUK PERLINDUNGAN PEREMPUAN DAN ANAK DI KOTA MAKASSAR Jusman Jusman; Rijal Rijal; Nasrullah Nasrullah; Abd Rahman
Moderat : Jurnal Ilmiah Ilmu Pemerintahan Vol 12 No 3 (2026): Agustus 2026
Publisher : Program Studi Ilmu Pemerintahan FISIP Universitas Galuh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25157/moderat.v12i3.5930

Abstract

Digital transformation in public service delivery for the protection of women and children faces not only technological challenges but also limitations in bureaucratic capacity, inter-agency coordination, and service system integration. Previous studies on collaborative governance have predominantly emphasized collaborative processes and inter-actor relationships, while the relationship between collaborative governance, bureaucratic capacity building, and digital service integration in the context of women and children’s protection remains underexplored in an integrated manner. This study aims to analyze the dynamics of collaborative governance and its contribution to strengthening bureaucratic capacity in digital public services for the protection of women and children in Makassar City. This study employed a qualitative approach using a case study method. The analytical framework was based on collaborative governance proposed by Ansell and Gash and Emerson and Nabatchi, as well as Grindle’s framework of bureaucratic capacity. Data were collected through in-depth interviews, observation, and documentation, and analyzed using the interactive model of Miles, Huberman, and Saldaña. The findings show that collaborative governance involves the Department of Women’s Empowerment and Child Protection (DP3A), the Technical Implementation Unit for Women and Children Protection (UPTD PPA), the Department of Communication and Informatics, community organizations, NGOs, and social institutions. However, the collaborative process has not yet fully reached substantive collaboration due to limitations in digital system integration, inter-agency coordination, differences in working procedures, relatively formal inter-actor trust, and organizational capacity constraints. Collaboration contributes to strengthening bureaucratic capacity through joint learning, knowledge exchange, cross-sectoral coordination, and learning from case management. However, the learning process has not yet been fully institutionalized, and face-to-face communication remains necessary because the digital service system is not yet fully integrated. These findings indicate that collaborative governance functions not only as a coordination mechanism but also as an institutional learning mechanism that contributes to strengthening bureaucratic capacity at the individual, organizational, and institutional levels. This study contributes to the development of the collaborative digital governance perspective by demonstrating that strengthening digital public services for the protection of women and children requires the interconnectedness of collaboration quality, bureaucratic capacity, and system integration.
Penguatan Partisipasi Perempuan dalam Musyawarah Perencanaan Pembangunan Desa (Musrenbang Desa) di Kecamatan Herlang Kabupaten Bulukumba Hermawati Mappiwali; Sitti Sahara Syamel; Nasrullah Nasrullah; Rijal Rijal; Faizal Faizal
Jurnal Pengabdian Masyarakat Kesosi Vol. 9 No. 1 (2026): Januari: Jurnal Abdimas KESOSI
Publisher : Sekolah Tinggi Ilmu Kesehatan Kesetiakawanan Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57213/abdimas.v9i1.474

Abstract

The Village Development Planning Meeting (Musrenbang Desa) is a crucial tool for village development planning, involving community participation. However, in reality, women's participation in the Musrenbang Desa remains relatively low and tends to be seen as merely symbolic, resulting in women's hopes and needs not being fully addressed in village development plans. This situation highlights the importance of measures to improve women's capabilities and empower them so they can contribute actively and significantly to the village development planning process. This community service activity aims to strengthen women's knowledge, awareness, and involvement in the Musrenbang Desa, which took place in Herlang District, Bulukumba Regency. The method used in this activity was an educational and participatory approach, encompassing preparation, outreach and education, participatory discussions, mentoring, a Musrenbang Desa simulation, and assessment and reflection. Participants in this activity consisted of women representatives from various villages in Herlang District, including PKK cadres and local women's leaders. The results of this activity demonstrated an increase in women's understanding and confidence in expressing opinions and drafting proposals for village development. Women were able to identify key issues related to social welfare, basic services, and economic development. Furthermore, this event created an opportunity for more open dialogue between women and the village government. Therefore, this Community Service activity plays a role in strengthening women's participation and supporting the creation of fair, democratic, and gender-equal village development planning.
Co-Authors A. Ade Rosali Saputra A. Masse Dadang A. Sahat Abd Rahman Abd. Rahman Abdul Latief Arda Abdul Mahsyar Abdul Mahsyar Abdul Rahman Ade Rahmi Adnan Ma'ruf Adnan Ma’ruf Amiruddin Amiruddin Andi Ismayana Wahid Andy Sahat Maasi Sigalingging D Rudolf Leiwakabessy D. Rudolf Leiwakabessy Dahyar Daraba Darlin Darlin Darlin Darlin Darlin Delly Mustafa Djamil Hasim Djamil Hasim Djamil Hasim Djamil Hasim Djamil Hasyim Djunaedi Djunaedi Dominggus Rudolf Leiwakabessy Faizal Faizal Handayani, Sri Hasim, Djamil Hepi Hastuti Herman Herman Hermanu Iriawan Hermanu Iriawan Hermanu Iriawan Hermanu Iriawan Hermawati Mappiwali Hermawati Mappiwali Iriawan, Hermanu Irwan Irwan Irwan Irwan Irwan Irwan Jusman Jusman Krismiyati Leiwakabessy, D. Rudolf Leiwakabessy, Dominggus Rudolf Maasi Sigalingging Maasi Sigalingging, Andy Sahat Markus Firdinan Semuel Moh Sudi Musdalifah Haz Musdalifah Haz Nasrullah Nasrullah Nasrullah Nasrullah Nasrullah Nasrullah Rani Maswati Rumbekwan, Batseba Salehuddin Salehuddin Samar Samar, Samar Sigalingging, Andy Sigalingging, Andy Sahat Sigalingging, Andy Sahat Maasi Sitti Mukhlisa Kahar Musakkir Sitti Sahara Syamel Sitti Sahara Syamel Sudarmi Sudarmi Sukmawati Sukmawati Sukmawati Sukur Suleman Suleman, Sukur Sutrimono Sutrimono Syamel, Sitti Sahara Tetty Pangaribuan Utami, Ayu Kurnia Yanes Mirino