The Impact of E-Government System on Public Service Quality in Indonesia

Abstract

The e-government system is one of the fundamental policies that could transform the quality of public service from conventional to modern. Its implementation relates to the policy of public administration reform. Upon the implementation of this policy, we expect improvements in the quality and effectiveness of public service provision. Apparently, the expected changes require both simultaneous and synergistic efforts across many fields, such as supports through adequate funding and consistent political will from the central and local government in Indonesia. This research uses empirical and qualitative method analysis with focus on policy implementation and current problems found in the local and central government. From the analysis, we found that there is a misleading perception or notion which assumes that the e-government system alone is the only necessary key to achieving better public service. The public officials have not realized that the improvement also depend on other important factors such as financial support, maintenance of the technology, work culture of the e-government management, as well as other technical issues.