Digital Transformation of Public Services as an Instrument for Enforcing the Principles of Transparent and Accountable Governance: A Study on the DPMPTSP of Kendal Regency
DOI:
https://doi.org/10.15294/pandecta.v20i1.20683Keywords:
Public service innovation, digital transformation, good governanceAbstract
Digital transformation in public services is a strategic step in enhancing the effectiveness, efficiency, and transparency of bureaucracy. This study employs a qualitative approach with an empirical juridical method to analyze the public service innovations implemented by the Investment and One-Stop Integrated Service Agency (DPMPTSP) of Kendal Regency in supporting good governance. Data were collected through interviews with DPMPTSP staff, direct observations of digital services, and an analysis of policy documents related to public service innovation. The findings indicate that various digital-based innovations, such as public service websites, geospatial information systems, business partnership platforms, and Self-Service Printing Kiosks (ACM), have positively impacted accessibility, streamlined licensing procedures, and strengthened bureaucratic accountability. However, the study also identifies challenges in system integration and human resource readiness in managing the implemented technology. Therefore, strengthening digital infrastructure, enhancing human resource capabilities, and optimizing service evaluation mechanisms are necessary to ensure the sustainability of these innovations and their alignment with good governance principles.
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