<![CDATA[The study aims to analyze public service policy in the digital era in the City of Bandung. The research employs a qualitative case study method with descriptive analytical techniques. The findings indicate that public service policy in Bandung’s digital era remains suboptimal, as it is still predominantly top-down and administrative, with a primary focus on fiscal efficiency. As a result, quality, service equity, and public participation receive insufficient attention. Policy evaluation emphasizes administrative achievement rather than tangible societal impact, while the involvement of non-governmental actors and community participation remains limited, potentially reducing access to public services and overall community welfare. Digital service transformation is supported by local leadership, technological innovation, and multi-stakeholder partnerships; however, its effectiveness is hindered by budget rigidity, limited human resource capacity, fragmentation, and low digital literacy. Therefore, the study highlights the need for outcome-based, inclusive, and participatory policy reforms through service digitalization, strategic partnerships, budget refocusing, and strengthened outcome-oriented monitoring and evaluation, enabling public services to become more efficient, responsive, and sustainable.]]>
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