Strategi Peningkatan Pelayanan Publik Di Era Digital: Sebuah Tinjauan Literatur
Keywords:
Digitalisasi; Pelayanan Publik; Strategi; E-Government; Administrasi Publik.Abstract
Era digitalisasi telah mengubah paradigma penyelenggaraan pelayanan publik secara fundamental. Pemerintah di berbagai belahan dunia, termasuk Indonesia, berlomba mengadopsi teknologi digital untuk meningkatkan efisiensi, transparansi, dan aksesibilitas layanan kepada masyarakat. Namun demikian, implementasi strategi digitalisasi pelayanan publik menghadapi berbagai tantangan kompleks, mulai dari kesenjangan digital (digital divide), resistensi birokrasi, rendahnya literasi digital, hingga hambatan infrastruktur di daerah terpencil. Artikel ini bertujuan mengkaji strategi peningkatan pelayanan publik di era digital melalui analisis terhadap 20 artikel akademik bereputasi (Scopus dan Sinta) yang diterbitkan pada periode 2020–2026. Penelitian ini menggunakan pendekatan literatur review. Hasil kajian mengidentifikasi lima kluster strategi utama: (1) transformasi infrastruktur dan teknologi digital; (2) peningkatan kapasitas sumber daya manusia dan literasi digital; (3) inovasi tata kelola dan interoperabilitas sistem; (4) penguatan kepercayaan publik melalui keamanan data dan transparansi; serta (5) strategi inklusivitas digital dalam pelayanan publik. Temuan ini berkontribusi pada pengembangan kerangka strategi komprehensif untuk peningkatan pelayanan publik di era digital, khususnya dalam konteks negara berkembang seperti Indonesia.
Unduhan
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