Transformasi Tata Kelola Pelayanan Publik dalam Era Digital: Tinjauan Literatur Sistematis Metode PRISMA

Sulastri Sulastri; Jamaluddin Hos

doi:10.30640/ekonomika45.v13i2.6028

Authors

Sulastri Sulastri Universitas Halu Oleo
Jamaluddin Hos Universitas Halu Oleo

DOI:

https://doi.org/10.30640/ekonomika45.v13i2.6028

Keywords:

Digital Governance, Digital Transformation, E-Government, PRISMA, Public Service Transformation

Abstract

The digital transformation of public service governance has become a central agenda in contemporary public administration reform, particularly in the context of developing countries striving to improve service quality, transparency, and accountability. This study aims to analyze the extent to which digital governance transformation contributes to improving public service quality, as well as identifying the enabling factors, barriers, and policy implications arising from the implementation of digital-based public service systems. The method employed is a systematic literature review using the PRISMA 2020 (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) protocol on 15 scientific articles published between 2019 and 2023. The findings consistently indicate that digital transformation of public service governance significantly improves service efficiency, public satisfaction, and institutional accountability. However, persistent challenges remain, including technological infrastructure gaps, limited digital human resource capacity, fragmented inter-agency integration, and the absence of comprehensive cybersecurity policy frameworks. A holistic transformation strategy is required through strengthening digital institutional capacity, developing human resources with digital competencies, establishing interoperability standards between government information systems, and formulating robust digital governance policies to realize optimal, equitable, and sustainable public services.

References

Alfinur, A., & Sholeh, M. (2022). Open government data dan partisipasi publik dalam tata kelola digital. Jurnal Kebijakan Publik, 13(2), 115-128.

Dunleavy, P., & Margetts, H. (2015). Design principles for essentially digital governance. Annual Conference of the American Political Science Association, 1-27.

Febrianto, A., & Astuti, R. (2023). Penggunaan artificial intelligence dalam otomasi layanan administrasi publik. Jurnal Administrasi Negara, 29(1), 45-62.

Gunawan, R., & Wicaksono, T. (2021). Keamanan siber dalam tata kelola pelayanan publik digital: Perspektif kebijakan. Jurnal Keamanan Nasional, 7(2), 89-104.

Iswanto, B., Pratama, A., & Nugraha, D. (2020). Transformasi digital dan reformasi birokrasi: Analisis kebijakan di Kementerian PANRB. Jurnal Ilmu Administrasi, 17(1), 1-18.

Kurniawati, D., Rahayu, P., & Santoso, B. (2021). Digital governance dan kualitas pelayanan publik: Analisis empiris di Kota Surabaya. Jurnal Ilmu Pemerintahan, 7(2), 134-149.

Layne, K., & Lee, J. (2001). Developing fully functional e-government: A four stage model. Government Information Quarterly, 18(2), 122-136. https://doi.org/10.1016/S0740-624X(01)00066-1

Lestari, F., Gunawan, H., & Setiawan, R. (2022). Evaluasi pelayanan terpadu satu pintu (PTSP) berbasis digital di Kota Bandung. Jurnal Kebijakan dan Administrasi Publik, 26(1), 58-74.

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

Mulyono, A., Setiawan, D., & Pratiwi, R. (2022). Analisis kesiapan transformasi digital pemerintah desa menggunakan framework SMARTER. Jurnal Pemerintahan dan Politik, 7(1), 23-39.

Nguyen, T., Pham, H., & Le, V. (2021). Digital transformation of public services in developing countries: A systematic review. International Journal of Public Administration in the Digital Age, 8(3), 1-22.

OECD. (2020). Digital government index: 2019 results. OECD Public Governance Policy Papers, No. 03.

Page, M. J., McKenzie, J. E., Bossuyt, P. M., Boutron, I., Hoffmann, T. C., Mulrow, C. D., et al. (2021). The PRISMA 2020 statement: An updated guideline for reporting systematic reviews. The BMJ, 372, n71. https://doi.org/10.1136/bmj.n71

Prasetyo, H., & Rahmat, A. (2022). Evaluasi implementasi sistem pemerintahan berbasis elektronik (SPBE) di pemerintah daerah. Jurnal Ilmu Administrasi Publik, 10(1), 12-28. https://doi.org/10.58300/inovatif-wira-wacana.v1i2.291

Purnomo, S., & Suliyanto, D. (2023). Citizen-centric digital public services: Evaluasi pengalaman pengguna layanan online pemerintah. Jurnal Kebijakan Publik Indonesia, 4(2), 77-93.

Rahmawati, E., & Nugroho, P. (2021). Implementasi government service bus (GSB) untuk integrasi layanan publik. Jurnal Teknologi Informasi dan Komunikasi, 12(3), 201-218.

Sari, A., & Hidayat, M. (2023). Transformasi pelayanan publik berbasis aplikasi mobile: Studi kasus pada Dinas Kependudukan. Jurnal Administrasi Publik, 21(1), 34-51.

Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333-339. https://doi.org/10.1016/j.jbusres.2019.07.039

Suryadi, K., Putra, I., & Handayani, T. (2023). Pengukuran kematangan transformasi digital pemerintah dengan digital maturity model (DMM). Jurnal Sistem Informasi, 19(1), 88-103.

Tambunan, R. (2019). Faktor-faktor yang mempengaruhi adopsi e-service di pemerintah Kabupaten Deli Serdang. Jurnal Informatika dan Komputer, 4(2), 56-71.

United Nations. (2020). E-government survey 2020: Digital government in the decade of action for sustainable development. UN Department of Economic and Social Affairs.

Venkatesh, V., Thong, J. Y. L., & Xu, X. (2022). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the Association for Information Systems, 23(2), 328-376.

Wahyudi, A. (2020). E-government dan akuntabilitas birokrasi: Tinjauan di Kabupaten Sleman. Jurnal Administrasi Negara, 26(3), 189-205.

World Bank. (2021). GovTech maturity index: The state of public sector digital transformation. Washington, DC: World Bank. https://doi.org/10.1596/35745