Improving the Effectiveness of Public Services through Technology-Based Service Innovations in Indonesia
(1) Informatics Engineering Program, International Women University, Indonesia
(*) Corresponding Author
DOI: https://doi.org/10.26858/jiap.v13i1.45171
Abstract
This study aimed to investigate the role of technology-based service innovations in improving the effectiveness of public services in Indonesia. The background of this study is based on the increasing demand for public services and the need for more efficient and effective service delivery methods. The study adopted a qualitative research method, including interviews and focus group discussions with key stakeholders involved in the delivery of public services. The findings of this study suggest that the implementation of technology-based service innovations can improve the effectiveness of public services by increasing accessibility, speed, and accuracy of service delivery. The study recommends that policymakers and public service providers should invest in technology-based innovations to improve the quality of public services and enhance the overall customer experience.
Keywords
Full Text:
PDFReferences
Al-Sa’di, A. F., Abdallah, A. B., & Dahiyat, S. E. (2017). The mediating role of product and process innovations on the relationship between knowledge management and operational performance in manufacturing companies in Jordan. Business Process Management Journal, 23(2), 349–376. https://doi.org/10.1108/BPMJ-03-2016-0047
Aneta, A., Aneta, Y., & Dama, H. (2019). Institutional Problems in Regional Public Services. Jurnal Ilmiah Ilmu Administrasi Publik, 8(2), 79–86. https://doi.org/10.26858/jiap.v8i2.7877
Batley, R., & Mcloughlin, C. (2015). The politics of public services: A service characteristics approach. World Development, 74, 275–285.
Caillier, J. G. (2014). Toward a better understanding of the relationship between transformational leadership, public service motivation, mission valence, and employee performance: A preliminary study. Public Personnel Management, 43(2), 218–239. https://doi.org/10.1177/0091026014528478
Chehade, M. J., Yadav, L., Kopansky-Giles, D., Merolli, M., Palmer, E., Jayatilaka, A., & Slater, H. (2020). Innovations to improve access to musculoskeletal care. Best Practice & Research Clinical Rheumatology, 34(5), 101559. https://doi.org/10.1016/j.berh.2020.101559
Creswell, J. W., & Clark, V. L. P. (2017). Designing and conducting mixed methods research. Sage publications.
Denhardt, R. B., & Denhardt, J. V. (2000). The new public service: Serving rather than steering. Public Administration Review, 60(6), 549–559. https://doi.org/10.1111/0033-3352.00117
Høgevold, N. M., Svensson, G., & Otero-Neira, C. (2019). Validating action and social alignment constituents of collaboration in business relationships: A sales perspective. Marketing Intelligence and Planning, 37(7), 721–740. https://doi.org/10.1108/MIP-12-2018-0577
Husain, T., Akib, H., Gani, H. A., & Guntur, M. (2018). Collaboration of actor in formulation of development program tourism destination in West Halmahera Regency. (Study In Tuada and Bobanehena Village, Jailolo District) - Indonesia. Espacios, 39(44).
Joda, T., Yeung, A. W. K., Hung, K., Zitzmann, N. U., & Bornstein, M. M. (2021). Disruptive Innovation in Dentistry: What It Is and What Could Be Next. Journal of Dental Research, 100(5), 448–453. https://doi.org/10.1177/0022034520978774
Kollmann, T., Stöckmann, C., Niemand, T., Hensellek, S., & de Cruppe, K. (2019). A configurational approach to entrepreneurial orientation and cooperation explaining product/service innovation in digital vs. non-digital startups. Journal of Business Research, September, 0–1. https://doi.org/10.1016/j.jbusres.2019.09.041
Kuziemski, M., & Misuraca, G. (2020). AI governance in the public sector: Three tales from the frontiers of automated decision-making in democratic settings. Telecommunications Policy, 44(6), 101976. https://doi.org/10.1016/j.telpol.2020.101976
Marra, M., Alfano, V., & Celentano, R. M. (2022). Assessing university-business collaborations for moderate innovators: Implications for university-led innovation policy evaluation. Evaluation and Program Planning, 95, 102170. https://doi.org/10.1016/j.evalprogplan.2022.102170
Nahimana, E., Iyer, H., Manzi, A., Uwingabiye, A., Gupta, N., Uwilingiyemungu, N., Drobac, P., & Hirschhorn, L. (2015). The race to the top initiative: towards excellence in health-care service delivery. The Lancet Global Health, 3, S16. https://doi.org/https://doi.org/10.1016/S2214-109X(15)70135-X
Rengifurwarin, Z. A., Akib, H., Jasruddin, & Salam, R. (2018). Snapshot of public service quality in the center for integrated business service (CIBS), cooperative micro small and medium enterprises (CMSME), Maluku province, Indonesia. Journal of Entrepreneurship Education, 21(3).
Ribeiro, S. X., & Nagano, M. S. (2021). On the relation between knowledge management and university-industry-government collaboration in Brazilian national institutes of science and technology. VINE Journal of Information and Knowledge Management Systems, 306075. https://doi.org/10.1108/VJIKMS-01-2020-0002
Sarmah, B., Kamboj, S., & Kandampully, J. (2018). Social media and co-creative service innovation: an empirical study. Online Information Review, 42(7), 1146–1179. https://doi.org/10.1108/OIR-03-2017-0079
Tangi, L., Benedetti, M., Gastaldi, L., Noci, G., & Russo, C. (2020). Mandatory provisioning of digital public services as a feasible service delivery strategy: Evidence from Italian local governments. Government Information Quarterly, 101543. https://doi.org/https://doi.org/10.1016/j.giq.2020.101543
Trach, J. S. (2012). Degree of Collaboration for Successful Transition Outcomes. Journal of Rehabilitation, 78(2).
Article Metrics
Abstract view : 161 times | PDF view : 46 timesRefbacks
- There are currently no refbacks.
Copyright (c) 2023 Nugroho Widianto
This work is licensed under a Creative Commons Attribution 4.0 International License.
Diterbitkan oleh:
Program Studi Ilmu Administrasi Publik
Program Pascasarjana Universitas Negeri Makassar
JIAP Index By:
This work is licensed under a Creative Commons Attribution 4.0 International License.