Public administration plays an important role in improving public service quality, especially in the digital era. Government institutions are expected to provide services that are fast, transparent, accountable, and accessible to all citizens. Digital public administration reform offers opportunities to reduce bureaucracy, increase efficiency, and strengthen public trust. However, the success of digital reform depends not only on technology, but also on institutional readiness, human resource capacity, regulation, and citizen participation. Therefore, this article discusses how digital governance can support better public service delivery while also addressing challenges such as digital inequality, privacy concerns, and bureaucratic resistance.
Improving Public Service Quality through Digital Public Administration Reform
1Departemen of Public Administration, Faculty of Social and Politics, Padjajaran University, Bandung, Indonesia
2Ilmu Politik, FISIP, Muhammadiyah Bandung, Bandung, Indonesia
Abstract
This article discusses how digital public administration reform can improve the quality, transparency, and accountability of public services. The study focuses on the relationship between bureaucratic innovation, citizen participation, and the use of information technology in government institutions. Digitalization is not only understood as the adoption of online platforms, but also as a broader transformation of administrative culture, decision making, and service delivery. The article argues that successful reform requires institutional readiness, skilled human resources, clear regulation, and continuous evaluation. By strengthening digital governance, public institutions can reduce administrative delays, improve citizen trust, and create more responsive services. This discussion contributes to public administration studies by emphasizing technology as a tool for democratic and efficient governance.
Keywords
public administrationdigital governancepublic serviceIntroduction
Research Method
This article uses a qualitative literature review method. The data were collected from books, journal articles, policy reports, and previous studies related to public administration, digital governance, bureaucratic reform, and public service quality. The analysis was conducted by identifying key concepts, comparing different scholarly perspectives, and examining the relationship between digital transformation and administrative performance. This method was chosen because the article aims to build a conceptual understanding rather than measure statistical relationships. Through literature analysis, the study explains how digital reform can improve transparency, accountability, efficiency, and responsiveness in public sector institutions.
Results and Discussion
The research shows that digital public administration can improve public service quality when supported by strong governance capacity. Digital platforms help citizens access services more easily, reduce administrative delays, and increase transparency in government processes. Technology also allows public institutions to collect data, monitor performance, and respond to citizen needs more effectively. However, digital transformation also creates challenges. Limited infrastructure, unequal access to technology, weak digital literacy, data privacy risks, and resistance from bureaucratic actors can reduce the effectiveness of reform. Therefore, digital governance must be implemented carefully through inclusive policy, capacity building, and continuous evaluation.
Conclusion
Digital public administration reform is an important strategy for improving public service quality in modern governance. The use of technology can support efficiency, transparency, accountability, and citizen participation. However, digitalization should not be understood only as the adoption of online systems. It must be accompanied by institutional reform, skilled human resources, clear regulations, and strong ethical standards. The study concludes that successful digital governance depends on the balance between technological innovation and administrative capacity. Public institutions must ensure that digital services are inclusive, secure, and responsive to citizen needs in order to strengthen public trust.
References
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Heeks, R. 2006. Implementing and Managing E Government. SAGE Publications.
Osborne, S. P. 2010. The New Public Governance? Emerging Perspectives on the Theory and Practice of Public Governance. Routledge.
Pollitt, C., and Bouckaert, G. 2017. Public Management Reform: A Comparative Analysis. Oxford University Press.
World Bank. 2021. GovTech Maturity Index: The State of Public Sector Digital Transformation. World Bank.