Transforming Public Service Delivery through the Digital Public Service Mall (MPP): A Case Study in Indonesia

Abstract

Despite the growing body of literature on digital transformation in public services, limited scholarly attention has been paid to the role of central coordinating institutions in steering and sustaining such transformation, particularly within decentralized governance systems. This study addresses this academic gap by examining the role of the Ministry of Administrative and Bureaucratic Reform (KemenPANRB) in driving the implementation of the Digital Public Service Mall (MPP Digital) in Indonesia. Using a qualitative approach based on document analysis of policy documents, official reports, and regulatory frameworks, this study investigates how the Ministry formulates policies, coordinates cross-agency actors, and supervises the nationwide integration of digital public services. The findings reveal that KemenPANRB plays a pivotal role in promoting standardization, ensuring interoperability, and aligning institutional practices across different levels of government. However, the study also identifies persistent challenges, including disparities in regional digital readiness, limited ICT human resources, and low levels of public digital literacy, which constrain the effectiveness of implementation. These findings underscore the importance of strong central coordination in mitigating fragmentation and ensuring more equitable service delivery. This research contributes to the literature by highlighting that digital transformation in the public sector is not solely a technological or local administrative issue but also a matter of institutional governance capacity at the central level. Strengthening regulatory frameworks, infrastructure, and human capital is therefore essential for advancing sustainable and inclusive digital government.