Digital Governance Strategy and Public Service Performance in Local Government Institutions in Surabaya City
Keywords:
Digital Governance, Public Service Performance, Local Government, Public Administration, Digital TransformationAbstract
Digital governance has become an important strategy for improving the performance of public sector institutions and enhancing the quality of public service delivery. Local governments increasingly adopt digital technologies to modernize administrative systems, simplify bureaucratic procedures, and strengthen communication with citizens. The implementation of digital governance allows government institutions to improve efficiency, transparency, and responsiveness in delivering public services. This study aims to examine the implementation of digital governance strategies and analyze their impact on public service performance in local government institutions in Surabaya City. The research employs a qualitative approach using a case study design to explore the experiences and perspectives of stakeholders involved in digital governance initiatives. Data were collected through semi-structured interviews with government officials, administrative staff, and citizens who utilize digital public services, supported by document analysis and field observations. The findings indicate that digital governance strategies significantly improve public service accessibility, administrative efficiency, and institutional responsiveness. Digital service platforms enable citizens to access government services more easily while allowing government institutions to manage administrative processes more effectively. However, several challenges remain, including differences in digital literacy among citizens, limitations in technological infrastructure, and the need for stronger institutional coordination in managing digital systems. The study highlights the importance of strengthening digital infrastructure, improving employee digital competencies, and developing strategic governance frameworks that support sustainable digital transformation in public administration. Overall, digital governance represents a key strategy for improving the effectiveness and quality of public service delivery in local government institutions
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