The Implementation of Kontak Bupati Program in Digital Public Services
DOI:
https://doi.org/10.58290/ijpap.v2i2.202Keywords:
Keywords: Digital Transformation Public Services E-Government Community Participation Public ValueAbstract
The transformation of public services based on digital technology has become an important strategy for local governments in improving efficiency, transparency, and service quality. This study aims to analyze the implementation of the Kontak Bupati program as a form of digital transformation of public services and its impact on community participation and the creation of public value. This study uses a qualitative approach with a literature study and document analysis method sourced from government policies, performance reports, official publications, and related academic literature. Data analysis was conducted through thematic analysis to identify service management mechanisms, levels of community participation, and the program's impact on the quality of public services. The results show that the Kontak Bupati program has been implemented in line with the Electronic-Based Government System (SPBE) policy and functions as a digital-based public communication channel that improves government responsiveness, transparency, and accountability in public services. From a public value perspective, this program has the potential to facilitate access to services and increase public trust. However, its implementation still faces challenges in the form of public digital literacy, bureaucratic readiness, and equitable technology infrastructure.
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