Digital Transformation in E-Government: Realizing Efficient, Transparent, and Community-Oriented Public Services

Alwi Alimuddin; Ryansyah  Solihin

Authors

Alwi Alimuddin Department of Informatics Engineering, Telkom University
Ryansyah Solihin Department of Informatics Engineering, Telkom University

Keywords:

e-Government, Digital Transformation, Public Service Efficiency, Transparency

Abstract

Digital transformation has become a central strategy for governments seeking to improve public service performance through e-Government initiatives. This study investigates how digital transformation contributes to the realization of efficient, transparent, and community-oriented public services. Adopting an explanatory mixed-methods approach, the research integrates survey data analyzed using structural equation modeling with qualitative insights obtained from semi-structured interviews. The quantitative findings reveal that digital transformation has a significant and positive impact on service efficiency and transparency, while its influence on community-oriented public services is comparatively weaker. Qualitative results further explain these patterns by highlighting the role of process automation, system interoperability, and information accessibility in enhancing performance, alongside persistent challenges related to digital inclusion and citizen participation. By examining multiple public service outcomes simultaneously, this study advances a holistic perspective on digital transformation in e-Government and addresses gaps in the existing literature that often treat these outcomes in isolation. The findings provide empirical evidence that digital transformation is most effective when technological innovation is accompanied by organizational readiness and participatory governance mechanisms. This study offers valuable implications for policymakers and practitioners aiming to design inclusive, accountable, and citizen-centered digital government strategies.

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