A REVIEW OF DIGITALIZATION IN GOVERNMENT GOVERNANCE RELATED TO PUBLIC SERVICES IN PEKANBARU

Abstract

In supporting good governance, various regions in Indonesia are attempting to implement the concept of digitalization in public services. This study aims to review the digitalization of governance related to public services focused on Pekanbaru City. This research method is SLR (Systematic Literature Review). The results of the study indicate that the Pekanbaru City Government is striving to support digital transformation in governance, demonstrated by the digitalization of public services. Pekanbaru City has become a city that demonstrates various innovations in adopting digitalization, demonstrated by a number of integrated applications in providing public services such as Pekanbaru in Your Hands, SIAP MPP Pekanbaru, and SIPENDUDUK. These applications demonstrate the government's real contribution in implementing the concept of digitalization, which aims to facilitate the public in obtaining public services online. Through these innovations, the government has succeeded in realizing digitalization in public services in Pekanbaru. However, application use among the public is still optimal due to several obstacles such as the still small number of users, low public satisfaction, and queue problems. It is hoped that there will be socialization to the public and efforts to optimize digitalization in public services in Pekanbaru so that the public and government can obtain profitability from the system to support the realization of good government governance. These findings can serve as a reference for future researchers who wish to focus on examining the implementation of the concept of digitalizing public services in Pekanbaru. Keywords: Digitalization, Public Services, Governance, Digital Transformation