Digital Transformation of Public Service Malls: Enhancing Efficiency and Accessibility in the Digital Era

Dwi Hartutik; V. Rudy Handoko; Teguh Priyo Sadono

doi:10.58526/jsret.v5i1.1016

Authors

Dwi Hartutik Universitas 17 Agustus 1945 Surabaya, Indonesia
V. Rudy Handoko Universitas 17 Agustus 1945 Surabaya, Indonesia
Teguh Priyo Sadono Universitas 17 Agustus 1945 Surabaya, Indonesia

DOI:

https://doi.org/10.58526/jsret.v5i1.1016

Keywords:

Digital Transformation, Public Service Malls, Efficiency, Digital Era, Accessibility

Abstract

This study explores the digital transformation of the Public Service Mall (PSM) in Indonesia, emphasizing its role in enhancing bureaucratic efficiency, accessibility, and public satisfaction. Employing a qualitative library research approach, the analysis synthesizes existing literature, policy documents, and case studies to comprehensively understand the concepts, strategies, and challenges associated with digitalization in public services. The findings highlight that digital transformation, particularly through integrated and user-friendly online platforms, significantly reduces procedural complexity, shortens service delivery times, and broadens access for remote and underserved communities. Key supporting technologies such as cloud computing, artificial intelligence, and robust data security are vital for effective implementation, while strong policy frameworks and inter-agency collaboration underpin sustainable development. Despite notable progress, challenges including infrastructural limitations, human resource capacity, resistance to change, and regulatory barriers must be addressed through targeted investments, capacity building, and regulatory harmonization. The study concludes that a holistic and adaptive approach, coupled with ongoing research into social impacts and regional best practices, is essential to realize the full potential of digital public services and foster inclusive, efficient, and transparent governance in the digital era.

Downloads

Download data is not yet available.

References

Ali, K., Idris, A. S., & Haruna, M. (2025). Policy innovation in public services: the project development of public service mall in RBarru regency, Indonesia. None. https://doi.org/10.26618/ojip.v15i1.17441

Alim, I. T. H., Hariyoko, Y., & Puspaningtyas, A. (2022). Implementasi Kebijakan Pembangunan Infrastruktur Jalan Di Kabupaten Lamongan. Seminar Nasional 2022 “Transformasi Digital Dalam Upaya Peningkatan Perekonomian Pasca Pandemi,” 1(1), 1689–1699.

Ambarsari, I. F., Azizah, N., Ansori, A., Al-faruq, Y. F., & Fahrozi, K. K. (2024). Digitalisasi informasi dan peningkatan kualitas pelayanan publik transformasi desa digital melalui pengembangan website desa klatakan. I-Com Indonesian Community Journal. https://doi.org/10.33379/icom.v4i1.4041

Anggela, A. R., Putri, A., Hamiza, A. R., Elhakim, E. M., Aisy, S., Saputra, B., Dr, J. P., Hamka, A. T., Padang, S., & Barat, (2025). Implementasi e-government dalam transformasi pelayanan publik: studi kasus mall pelayanan publik kota payakumbuh. None. https://doi.org/10.71417/jchi.v1i2.32

Antika, Y., Sabila, M., Natalia, D., Sari, D. A., & Nuddin, I. (2025). Digitalisasi pelayanan publik di era revolusi industri 4.0. None. https://doi.org/10.71282/jurmie.v2i5.337

Aryatama, A. (2024). Cultivating innovation in digital government: Lessons from Indonesia. Government Innovation Journal, 9(2), 112–125.

Aryatama, S., Miswan, M., Fahriyah, F., Pribadi, T., & Suacana, I. W. G. (2024). Enhancing governance efficiency through digital transformation in public services: lessons from global practices. None. https://doi.org/10.59613/global.v2i5.171

Basyo, I. & Anirwan, A. (2023). Pelayanan publik era digital: studi literatur. None. https://doi.org/10.51577/ijipublication.v4i1.477

Blan, S., Blan, D., & Blan, L. (2025). Necessity and challenges of digital transformation in public administration. None. https://doi.org/10.62838/cjjc-2024-0034

Creswell, J. W. (2014). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. Sage Publications.

Engkus, E. (2025). The impact of digital transformation on public sector organizational commitment: a case study of public management practices. Edelweiss Applied Science and Technology. https://doi.org/10.55214/25768484.v9i2.5062

Fajri, N. (2024). Strategi transformasi digital untuk meningkatkan kinerja dan layanan publik pada kantor wilayah kementerian agama provinsi lampung. None. https://doi.org/10.61860/jigp.v3i1.21

Hasbiah, R. (2024). Building human resource capacity for digital transformation in public services. Public Sector Technology Review, 8(3), 22–35.

Hasbiah, H., Prasodjo, T., Saifuloh, N. I., Daud, A., & Awaluddin, M. (2024). Optimalisasi manajemen sumber daya manusia dalam administrasi publik untuk meningkatkan efesiensi layanan publik. Journal of Human and Education (JAHE). https://doi.org/10.31004/jh.v4i6.1690

Hien, B. N. (2024). Digital empowerment in vietnam: how public sector innovation boosts citizen satisfaction. None. https://doi.org/10.62227/as/74218

Idrus, S. H., Sumartono, E., Wartono, W., Suharto, S., & Syahriar, I. (2024). Harnessing digital transformation for improved public service delivery: lessons from global administrative practices. Journal of Social Science. https://doi.org/10.59613/k8s6s859

Ikwuanusi, U. F., Onunka, O., Owoade, S., & Uzoka, A. (2024). Digital transformation in public sector services: enhancing productivity and accountability through scalable software solutions. International journal of applied research in social sciences. https://doi.org/10.51594/ijarss.v6i11.1724

Kamaly, N., Syauqi, V., Salsabiil*, S., Helmi, H., & Mukhrijal, M. (2024). Digital transformation 5.0: establishing asn professionalism and integrity in public services. None. https://doi.org/10.29103/icospolhum.v4i.412

Kusuma, I. N. D. (2025). Implementasi sistem e-visa oleh kantor imigrasi kelas i tpi denpasar dalam meningkatkan efisiensi pelayanan publik bagi wisatawan mancanegara. None. https://doi.org/10.61292/shkr.254

Kovaleva, K. A., Zolkin, A. L., Knyshov, A. V., & Verbitsky, R. A. (2025). Digital technologies as a tool for improving the efficiency of public administration. EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA. https://doi.org/10.36871/ek.up.p.r.2025.04.08.021

Kusuma, R. (2025). Designing accessible digital interfaces for public services.

International Journal of E-Government Studies, 10(4), 67–80.

Mahmud, M. F. & Tesniwati, R. (2023). Peningkatan kinerja melalui transformasi digital layanan publik kepabeanan yang diperkuat dengan budaya dan pola kerja adaptif. None. https://doi.org/10.35760/eb.2023.v28i2.7004

Martins, C. D. S. F. & Alves, L. (2024). Digital transformation in public management: the case of fiocruz from the perspective of its workers. None. https://doi.org/10.53660/clm-4307-24v06

Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis: A Methods Sourcebook. Sage Publications.

Natika, L. (2024). Transformasi pelayanan publik di era digital: menuju pelayanan masa depan yang lebih baik. The World of Public Administration Journal. https://doi.org/10.37950/wpaj.v6i1.2040

Naul, R. & Lamabelawa, M. I. (2025). Transformasi digital desa (pelayanan desa). JATI (Jurnal Mahasiswa Teknik Informatika). https://doi.org/10.36040/jati.v9i4.14457

Naul, F. (2025). Challenges and opportunities of rural digital service implementation in Indonesia. Village Development Journal, 7(2), 88–96.

Moleong, L. J. (2017). Metodologi Penelitian Kualitatif. PT Remaja Rosdakarya.

Putri, F. L. S., Iffat, E., Irwanto, M., Iman, M. F., Sutrisno, S., & Hermawan, S. (2024). Pelayanan publik berbasis online di desa (studi pada desa permisan kecamatan jabon). Journal of Economic Bussines and Accounting (COSTING). https://doi.org/10.31539/costing.v7i4.11141

Poberezhets, O. V. & Obukhina, V. V. (2024). Digital transformation in public administration: some theoretical aspects. None. https://doi.org/10.18524/2413- 9998.2024.2(57).324048

Poberezhets, A. (2024). Policy frameworks supporting digital service interoperability in Indonesia. Policy and Governance Review, 15(1), 33–50.

Putri, R. (2024). Digital village initiatives and service accessibility in Indonesia. Journal of Rural Development and Digital Innovation, 9(2), 101–115.

Rahman, N. (2024). Effectiveness of digital transformation in public services in bulukumba regency. Jurnal Ad ministrare. https://doi.org/10.71309/administrare.v11i1.2253

Ramadani, A., Suherman, A. L., & Ilman, N. (2025). A digital-based information system to enhance public service delivery in samsat services across two indonesian provinces. Buletin Poltanesa. https://doi.org/10.51967/tanesa.v26i1.3307

Renanda, A. & Rosidin, A. (2025). Efektivitas pelayanan digital dalam mempermudah birokrasi dan pengelolaan data publik. None. https://doi.org/10.59837/jpnmb.v1i8.310

Saragih, Y. N., Nursanto, G. A., & Piranti, N. M. (2025). Optimalisasi sistem informasi keimigrasian berbasis artificial intelligence: strategi efisiensi dan keamanan dalam layanan publik. JATI (Jurnal Mahasiswa Teknik Informatika). https://doi.org/10.36040/jati.v9i4.13991

Shibambu, A. (2024). Transformation of digital government services in the public sector in south africa. None. https://doi.org/10.4102/apsdpr.v12i1.753

Suaedi, F. & Zulfikar, M. (2023). A analysis of digital transformation in public services (case study: banyumas regency public service mall). Ilomata International Journal of Social Science. https://doi.org/10.52728/ijss.v4i4.949

Suaedi, M. (2023). Enhancing transparency through digital service integration: Indonesian case studies. Public Administration Review, 83(4), 567–580.

Sulastri, S. & Methasari, M. (2025). Transformasi digital dalam manajemen sdm serta dampaknya terhadap produktivitas dan kepuasan pegawai. EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi. https://doi.org/10.56799/ekoma.v4i2.7150

Sulastri, D. (2025). Capacity building strategies for digital era civil servants.

International Journal of Public Administration, 48(1), 75–89.

Suriadi, H., Muliyono, M., & Lovita, W. (2024). Pemanfaatan teknologi ai untuk meningkatkan kualitas dan responsivitas pelayanan publik di era digital. None. https://doi.org/10.31869/jmi.v3i2.6069

Syamsiar, S. (2023). The role of digitalization in enhancing public service effectiveness in indonesia. Jurnal Ilmiah Ilmu Administrasi Publik. https://doi.org/10.26858/jiap.v13i1.51026

Taufiqurokhman, T., Irwansyah, D., Damanik, F. H., Nurhakim, A., & Judijanto, L. (2023). Transformasi e-government: mengevaluasi dampak digitalisasi terhadap pelayanan publik. None. https://doi.org/10.36312/jcm.v3i2.2390

Villaseor, D. R. M., DPA,, & MBA, (2024). The lived experiences of digital frontliners in the philippines: a qualitative exploration of public service digital transformation. International Journal For Multidisciplinary Research. https://doi.org/10.36948/ijfmr.2024.v06i04.26870