The Development of Digital Service Transformation Framework for The Public Sector

Abstract

Digital service transformation is part of organizational change focuses on enhancing digital service through the use of frontier technologies to generate new value. In public sector, this transformation is used to enhance public value such as citizen satisfaction, cost reduction, and bureaucratic efficiency. Digital service transformation framework for public sector is essential in order to achieve bureaucracy reform and minimize mal-administration in government service. This research aimed to provide framework for implementing digital service transformation in public sector through two approaches: theoretical approach using meta-synthesis method and empirical approach using surveys and interviews. The synthesis process is conducted on the life-cycle, stages, activities, and its supporting components. The results of meta-synthesis were additionally supported by survey conducted with thirty-five practitioners of digital service transformation in eleven public sector institutions, followed by interviews with eight of them. The survey and interview results showed that the designed framework was relevant to the needs of transformation activity in the government agencies of The Republic of Indonesia. The designed framework is expected to serve as a guideline for stakeholder in public sector, especially in Indonesia, in implementing digital service transformation in their respective units.