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Indonesia Advancing Digitalisation in Public Service Delivery

President Joko Widodo, as highlighted by the Minister of Administrative and Bureaucratic Reform (PANRB), has placed significant emphasis on the comprehensive digitalization of public services, evident in his signing of the Presidential Regulation on the Architecture of Electronic-Based Government Systems (SPBE) in December 2022, where the Ministry of Administrative and Bureaucratic Reform plays a coordinating role.

This year, Abdullah Azwar Anas, the Minister of Administrative and Bureaucratic Reform, reiterated the President’s focus in 2022, stating, “Digital transformation will bring a better digital future for the Indonesian government. The services received by the public will also be fast and accurate.”

With digitalisation, people can access public services online through various devices such as computers, smartphones, or tablets. It allows people to utilise services without being limited by time or geographical location. Furthermore, through digitalisation, it is possible to reduce operational costs in managing and delivering public services. The use of digital technology enables a reduction in physical needs such as paper, printing, and logistics, which has the potential to save government budgets.

Furthermore, to create responsive public services, Anas invites all local governments, particularly Bali, along with other stakeholders, to collectively strengthen the digitalisation of public services. Local governments can learn from various public policies implemented in developed countries, including Singapore, Denmark, South Korea or the United Kingdom (UK).

In enhancing digital-based public services, Anas highly encourages local governments in Indonesia to learn from the United Kingdom’s experience in digitalising public services. He specifically selects the UK because it has pioneered the Electronic Government Architecture (SPBE) since 2005 and has ranked highly in the e-Government Development Index by the United Nations.

Anas has signed a Letter of Intent with one of the government consultant NGOs to share experiences and knowledge in transforming digital-based public services. “We need to reflect on the challenges they face and the solutions they have presented, which can serve as lessons for us,” he said.

The digitalisation of public services has become a significant concern faced by the Indonesian government this year. Previously, the Indonesian government went to Balikpapan to strengthen public policy delivery to prepare for the capital relocation to IKN (Indonesia’s New Capital). The government will integrate their services in the future, allowing users to access all government digital platforms through a single sign-in conveniently.

Additionally, Anas launched the Central Lampung District Public Service Mall before he visited Balikpapan. The facility has become the 111th MPP in the country to be opened and is now open to the public. The Central Lampung MPP has 161 different services provided by 12 Central Lampung Regency Government entities and 17 vertical/external organisations.

Currently, the government is designing the National Digital Service Integration policy by establishing nine priority digital services, including education, healthcare, social assistance, population administration, integrated state financial transactions for payment gateways, integrated civil service services, public service portal, and One Data Indonesia. These efforts are aimed at enhancing public transparency.

With the adoption of digitalisation, the public can access information regarding public services and government policies, creating greater transparency in decision-making and providing opportunities for public participation in policy-making processes.

Digitalisation drives the government to seek new and innovative solutions in delivering public services. Adopting new technologies such as artificial intelligence, data analytics, and automation can enhance the effectiveness and efficiency of public services. Anas believes that the success of digital transformation and government administration relies on digital leadership to oversee change and rapid utilisation of technology.


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