Bureaucratic Reform, Digital Transformation, and Public Service Quality in Indonesia: An Analysis of Achievements and Implementation Gaps in 2023

Septiawan Ardiputra

doi:10.61994/jcss.v2i2.2250

Authors

Septiawan Ardiputra Universitas Sulawesi Barat

DOI:

https://doi.org/10.61994/jcss.v2i2.2250

Keywords:

bureaucratic reform, digital transformation, SPBE, public service, implementation gaps, service-management imbalance

Abstract

This study aims to analyze the achievements and implementation gaps in bureaucratic reform, digital transformation, and public service quality in Indonesia in 2023. A qualitative approach using Qualitative Document Analysis (QDA) was employed to examine four official documents: the 2020-2024 Bureaucratic Reform Road Map, the 2023 Performance Report of the Ministry of Administrative and Bureaucratic Reform, the 2023 Electronic-Based Government System (SPBE) Evaluation Report, and the 2023 Executive Summary of the Public Service Compliance Assessment. The analysis combined deductive and inductive coding, cross-document comparison, and source triangulation. The findings indicate that bureaucratic reform and digital transformation have made progress at the aggregate level, but these advances have not been fully accompanied by equally mature implementation capacities. At the local government level, the SPBE Service Domain reached 3.38, while the Governance and Management Domains reached only 2.14 and 1.54, respectively. Meanwhile, although 70.70% of public service entities were classified in the green zone, performance variations across service providers remained evident. Cross-document analysis identified three forms of implementation gaps: a gap between policy orientation and implementation capacity, an imbalance between digital service maturity and SPBE management capacity, and variations in public service quality across service providers. This study develops the analytical concept of service-management imbalance to explain that progress in digital services must be accompanied by stronger governance and management capacity so that bureaucratic reform can produce public services that are consistent, sustainable, and outcome-oriented.

References

Ahad, M. P. Y., & Barsei, A. N. (2023). Collaborative Governance Sistem Pemerintahan Berbasis Elektronik: Best Practice Dari Pemerintah Daerah Di Indonesia: Collaborative Governance In The Implementation Of Electronic-Based Governance Systems: Best Practices From Local Governments In Eastern Indonesia. Jurnal Transformasi Administrasi, 13(01), 52–74. https://doi.org/10.56196/jta.v13i01.236

Ardiputra, S. (2023). Public Service Quality in State-Owned Enterprises. International Journal Administration, Business & Organization, 4(2), 129–143. https://doi.org/10.61242/ijabo.23.765

Ardiputra, S., & Prawira, M. R. (2020). Kualitas Pelayanan Publik Pada Kantor Pos Cabang Pasangkayu 91571. Jurnal PubBis, 4(2), 136–146. https://doi.org/10.35722/pubbis.v4i2.278

Gasco-Hernandez, M., Nasi, G., Cucciniello, M., & Hiedemann, A. M. (2022). The role of organizational capacity to foster digital transformation in local governments: The case of three European smart cities. Urban Governance, 2(2), 236–246. https://doi.org/10.1016/j.ugj.2022.09.005

Habibi, F. (2020). Pemetaan riset reformasi birokrasi di Indonesia: Research mapping of bureaucratic reform in Indonesia. Jurnal Borneo Administrator, 16(2), 199–230. https://doi.org/10.24258/jba.v16i2.695

Haning, M. T. (2018). Reformasi birokrasi di Indonesia: Tinjauan dari perspektif administrasi publik. Jurnal Analisis Kebijakan Dan Pelayanan Publik, 4(1), 25–37. https://doi.org/10.31947/jakpp.v4i1.5902

Indiahono, D. (2021). Bureaucratic Reform by Building Trust in Citizens: Best Practices from Local Online Complaints. Policy & Governance Review, 5(2), 146–163. https://doi.org/10.30589/pgr.v5i2.347

Kementerian PANRB. (2023). Laporan Pelaksanaan Evaluasi Sistem Pemerintahan Berbasis Elektronik (SPBE) Tahun 2023. Jakarta: Kementerian PANRB.

Kementerian PANRB. (2024). Laporan Kinerja Kementerian PANRB Tahun 2023. Jakarta: Kementerian PANRB.

Mackieson, P., Shlonsky, A., & Connolly, M. (2019). Increasing rigor and reducing bias in qualitative research: A document analysis of parliamentary debates using applied thematic analysis. Qualitative Social Work, 18(6), 965–980. https://doi.org/10.1177/1473325018786996

Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4), 101385. https://doi.org/10.1016/j.giq.2019.06.002

Novianto, N. (2023). Systematic Literature Review: Models of digital transformation in the public sector. Policy & Governance Review, 7(2), 170–194. https://doi.org/10.30589/pgr.v7i2.753

Ombudsman RI. (2023). Ringkasan Eksekutif Penilaian Kepatuhan Penyelenggaraan Pelayanan Publik Tahun 2023. Jakarta: Ombudsman Republik Indonesia.

Permenpan RB Nomor 3 (2023).

Permenpan RB Nomor 25 (2020).

Perpres Nomor 95 (2018).

Rahayu, A. Y. S., Rahmayanti, K. P., Mahendra, W., & Afra, S. A. (2022). Performance Evaluation of Public Service Mall (Mall Pelayanan Publik) in Indonesia using the Balanced Scorecard. Policy & Governance Review, 6(2), 123–140. https://doi.org/10.30589/pgr.v6i2.570

Silitonga, M. S. (2023). The public sector’s digital skills gap in Indonesia: The challenges and opportunities. Jurnal Good Governance, 70–79. https://doi.org/10.32834/gg.v19i1.585

Tangi, L., Janssen, M., Benedetti, M., & Noci, G. (2021). Digital government transformation: A structural equation modelling analysis of driving and impeding factors. International Journal of Information Management, 60, 102356. https://doi.org/10.1016/j.ijinfomgt.2021.102356

Wood, L. M., Sebar, B., & Vecchio, N. (2020). Application of rigour and credibility in qualitative document analysis: Lessons learnt from a case study. Qualitative Report. https://doi.org/10.46743/2160-3715/2020.4240