Building Innovative and Efficient Public Services in the Digital Era in Indonesia

Abstract

In the digital era, the use of technology opens up significant opportunities to improve the process, quality, and access of public services. This study aims to analyze the development of public services in Indonesia within the context of digitalization, with a focus on increasing service innovation and efficiency. The study was conducted using a qualitative approach through a literature review method by reviewing various scientific journals, academic books, and relevant policy documents. The main results of the study indicate that the implementation of digital-based public services still faces several obstacles, particularly limited technological infrastructure, disparities in human resource capabilities, and the suboptimal use of technology across all service sectors. Nevertheless, the digitalization of public services has great potential to accelerate service processes, increase transparency, and expand public access to government services if supported by adaptive policies, strengthening the capacity of apparatus, and community involvement. The conclusion of this study confirms that the success of innovative and efficient public services in the digital era requires a sustainable, collaborative, and community-oriented strategy to improve service quality and public trust.