Analisis Faktor Transformasi Digital Pelayanan Publik Pemerintah Di Era Pandemi
DOI:
https://doi.org/10.25126/jtiik.2023107059Abstrak
Banyak perubahan yang terjadi dalam kehidupan masyarakat sebagai konsekuensi dari social distancing di era pandemi. Hal ini juga mempengaruhi cara pelayanan publik pemerintah kepada masyarakat yang ikut berubah akibat pembatasan sosial, di mana pelayanan tatap muka ditiadakan dan digantikan oleh layanan virtual dengan memanfaatkan teknologi informasi. Digital Government Transformation adalah teori yang digunakan dalam penelitian ini untuk melihat faktor pendorong dan penghambat proses transformasi digital khususnya pada pelayanan publik di masa pandemi. Penelitian ini bertujuan mengidentifikasi faktor-faktor yang mendukung dan menghambat serta tantangan yang dialami Indonesia selama pandemi dalam digitalisasi pelayanan publik. Penelitian ini dianalisa menggunakan Structural Equation Modelling dengan pengambilan data melalui cross sectional survey pada 208 responden. Hasil penelitian dapat disimpulkan bahwa faktor yang mendorong keberhasilan proses digitalisasi pelayanan publik di masa pandemi adalah profesionalisme dalam melayani yang tergambar dari inovasi pelayanan publik, kemampuan sumber daya manusia, dan pengalaman kerja. Sementara itu, faktor penghambat dari perspektif organisasi dan budaya seperti kurangnya panduan kepemimpinan, kurangnya koordinasi antar divisi, kurangnya dukungan operasional, budaya yang menolak perubahan, dan birokrasi yang rumit belum terbukti secara signifikan mempengaruhi proses transformasi karena hambatan tersebut tidak dapat membendung transformasi digital pelayanan masyarakat ketika dihadapkan pada kondisi pandemi Covid-19 yang membutuhkan perubahan.
Abstract
Many changes have occurred in people’s lives as a consequence of social distancing in pandemic era. This also affects the way government public services to the community have changed due to social restrictions, where face-to-face services are abolished and replaced by virtual services by utilizing information technology. Digital Government Transformation is the theory used in this research to see the driving and inhibiting factors of the digital transformation process. This research investigates the factors that support and hinder along with the challenges experienced in Indonesia during the pandemic in the digitalization of public services. This study used a questionnaire survey and managed to collect 208 respondents. The results of the study can be concluded that the factors that drive the successful practice of public service’s digitalization during the pandemic are professionalism in serving which is depicted from public service innovations, human resource capabilities, and work experience. Meanwhile, the inhibiting factors from the organizational and cultural perspective as lack of leadership guidance, lack of coordination between divisions, lack of operational support, a culture that resists change, and complicated bureaucracy have not proven to significantly affect the transformation process because these obstacles cannot stem the digital transformation of public services when faced with the Covid-19 pandemic condition that requires change.
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