September 25, 2023

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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.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

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CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

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Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

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HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

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IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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