Analysis of the Success of Implementing Digital Service Delivery in the Indonesian Public Sector: A Case Study on the Use of Online Public Service Applications

Abstract

Digital service delivery in the public sector symbolizes a sea change in governance, with governments leveraging digital technology to improve service efficiency, transparency, and citizen involvement. This article looks at the key advantages of digital service delivery, such as increased efficiency, improved access and convenience, cost savings, user-centric services, data-driven decision-making, transparency, enhanced citizen engagement, innovative service delivery, lower environmental impact, and crisis response capabilities. It does, however, highlight some of the problems, such as bridging the digital gap and guaranteeing data security and privacy. As governments throughout the world embrace digital transformation, the necessity to offer services that meet citizens' changing expectations becomes clear. The conclusion emphasizes the importance of digital service delivery in modern governance, providing timely and accountable government services that match the needs of the digital era.