Effectiveness of Public Services in the Sapawarga Online Service Application in West Java

Abstract

The purpose of this study is to assess the effectiveness of public services provided through the Sapawarga application in improving accessibility and quality of services for the people of West Java. This study uses a qualitative approach with secondary data as the main source of analysis. The findings indicate that the Sapawarga application accelerates the public service process and allows citizens to access various government services more efficiently and conveniently. Through digital features, users can submit complaints, obtain information, and participate in government programs more easily. This study also identified several challenges in the application's implementation, particularly in achieving fully online service delivery. These challenges include limited digital literacy in some segments of the population, unequal access to technological infrastructure, and the need to improve the performance of the application's systems and features to better meet user demands. Addressing these issues requires continuous development and improvement of the platform. This application contributes to strengthening the relationship between citizens and the government by encouraging greater public participation and transparency in reporting issues. This increased interaction supports more responsive governance and encourages community involvement in the decision-making process. The results of the study indicate that the Sapawarga application has a significant positive impact on public service delivery. This increases accessibility, efficiency, and transparency while enhancing local government accountability in responding to community needs in an inclusive and responsive manner.