Agile Bureaucracy in the Digital Age

Abstract

In providing public services, the bureaucracy faces challenges of disruption, rapid technological developments, and demands for fast, efficient, and flexible services while it struggles with procedural problems and hierarchy. After bureaucratic reform efforts in Indonesia have been conducted for many years, the apparatus readiness in the local government context to provide fast and responsive services in the digitalisation era and unpredictable situations like pandemics is unexamined. While researchers focus on the use of agile government concept in local government, the assessment of adaptive governance and its implications, and the use of information technology communication in the public sector, in this paper, the authors assess agile bureaucracy in service delivery through digital public services. The results show the software maturity in local bureaus, characterised by their ability to understand user needs for digitalised service and qualified infrastructure tools to support governance. However, agencies face the challenge of weak collaboration with minimal coordination among departments and weak responsibility and adaptability to hinder digital service delivery processes. This article highlights that in adopting the agile concept, bureaucracy requires technological support and the leaders' strong commitment. Moreover, the bureaucracy needs to build a broad and coordinated partnership ecosystem, and the main points are adapting quickly and responsively to problems.