The government’s digital transformation on several different levels has had a positive correlation with improvements in public services. However, serious efforts are still needed to optimize the transformation.
By
Prayogi Dwi Sulistyo/NIKOLAUS HARBOWO
·4 minutes read
ARSIP ANGKASA PURA II
Digital facilities used by PT Angkasa Pura II at a number of airports make it easier for the service operational system, as seen at Soekarno-Hatta Airport, Cengkareng, Saturday (28/8/2021).
JAKARTA, KOMPAS – Realizing the concept of digitally providing services, dubbed “dilan”, is believed to improve public services to become faster and easier while reducing illegal fees. Work has been ongoing to optimize implementation of the concept that President Joko Widodo initiated two years ago, covering enhancing human resources and internet infrastructure, as well as data integration and interoperability.
The correlation between the government’s digital transformation and public services improvements is reflected in the Public Services Index, which increased from 3.63 in 2019 to 3.84 in 2020.
The index measures performance in public services delivery on a scale of 0-5 and is compiled by the Administrative and Bureaucratic Reform Ministry. The higher the score, the better the delivery and quality of public services.
An evaluation was conducted in 2020 that involved 33 provinces, 221 regencies/cities, 210 police offices and 54 public service arms of ministries/institutions.
Public services deputy Diah Natalisa at the Administrative and Bureaucratic Reform Ministry, said on Monday (20/9/2021) when contacted in Jakarta that the Public Service Index had improved because public institutions were resolved to undertake digital transformation. The success of the transformation was noticeable in at least several aspects comprising public service policies, professionalism of human resources, information systems and innovations.
With regard to professionalism of human resources, for instance, personnel with competence in information technology (IT) was greatly needed by all institutions. Under the conditions of the pandemic, human resources with no command of IT skills would find it difficult to deliver services to the public.
“Most significantly, the aspect of service policies contributed to the increase in the Public Service Index. The service policies that have begun the digital transformation of public services by considerably affect the other aspects. All [aspects] must be upgraded to provide services digitally,” she said.
According to Diah, besides human resource preparedness was the challenge to achieve prime digital services that involved integrating national data and providing digital infrastructure. In the context of data integration, the government was currently striving to develop a single national database.
Kompas
Illustration of BSI Mobile, a digital banking service application from PT Bank Syariah Indonesia Tbk.
Integrated process
The Administrative and Bureaucratic Reform Ministry and the Electronic Governance System (SPBE) national team are working on an integrated public services portal, starting by integrating business processes to develop a public service portal. Diah added that public services could be expected to proceed more rapidly through a single, integrated application.
Slamet Soedarsono, the deputy of political, legal, defense and security affairs at the National Development Planning Ministry/National Development Planning Agency, said the transformation to the SPBE was very important to deliver effective public services. This was also intended to prevent wasteful budget spending, as every public institution had its own infrastructure, system and application.
“Parallel to this, efforts are ongoing to complete interconnecting telecommunication networks across Indonesian territory via the Palapa Ring,” he said.
Communications and Information Minister Johnny G. Plate said the ministry was preparing a number of implementing regulations on the SPBE, including data interoperability, general audit of the SPBE information and communication technology (ICT), technical standards, procedures for building and developing the application of SPBE, management of SPBE ICT assets, and management of SPBE services.
Indonesia Ombudsman member Jemsly Hutabarat indicated that digital government services would have a major implication for public services. Nevertheless, this should be accompanied by an integrated ICT system. Through this means, the public services as a whole could be delivered more optimally by using a single identity number for each individual, the unique ID number on the citizen identity card (KTP).
For example, by synchronizing and integrating the KTP and the taxpayer identification number, most of the rights and obligations of public services can be managed. Consequently, society will enjoy prime public services.
