Peran Digitalisasi dalam Efisiensi Pelayanan Publik : Studi Ekonomi Publik Digital

Abstract

This study aims to comprehensively analyze the role of digitalization in improving the efficiency of public service delivery in Indonesia through the lens of digital public economics. Employing a quantitative survey method and multiple linear regression analysis on selected local government institutions that have implemented digital service systems for at least two years, the study reveals that digitalization significantly enhances public service efficiency. Efficiency is measured by service speed, reduced operational costs, process accuracy, and user satisfaction. The findings demonstrate that digital technology adoption streamlines bureaucratic procedures, accelerates decision-making, and strengthens public accountability and transparency. Nevertheless, digital implementation still faces several substantial challenges, such as inadequate ICT infrastructure, the digital divide between regions, low digital literacy among civil servants, and resistance to organizational change. These results underscore the necessity of integrated policy support, sustained technological investment, capacity building, and cross-sector collaboration to foster an inclusive, efficient, and adaptive public service ecosystem in today’s digital era.