Effectiveness of Electronic Government in the Citizen-Centric Approach in Bandung City

Abstract

This paper aims to exploit e-government effectiveness from the perspective of users by focusing on online-based business licensing services in Bandung City. This paper also aims to develop the E-government Citizen Satisfaction Framework proposed by Sigwejo and Pather (2016). The method used is a qualitative method in e-government research. The results show that there is a gap between the services provided and community expectations. Online-based business licensing services in Bandung City have not been fully effective and also have not fully given the benefits since licensing is still one of the obstacles in conducting business in Bandung City. The main findings in this paper are the three themes as a development of the e-government effectiveness model, namely users’ e-readiness, multi-channel delivery of e-government services, and the net impact. The implication of the main findings is that the integration of online services and offline services is required in accordance with the mapping of users’ e-readiness.

Literature Study of Electronic Government Implementation in the Perspective of Indonesia's Electronic Government Ranking Dimensions

“…Institutions in organizations and work units are formed optimal if there is no support from top management (Erhan et al, 2017). The importance of institutions that are supported by top management is expected to give birth to simple service procedures and good coordination between agencies (Susanti et al, 2019).…”

“…As it was found that there were inactive applications, the application was not optimal because it was only information and less integrated with services (V. N. F. Putri & Priyadi, 2018), as well as online services on website-based e-Government (Setyadi, 2019;Widiyarta et al, 2020). Another obstacle is related to less-than-optimal integration and interoperability, with incomplete and less detailed content (Bouty et al, 2019;Jatmiko & Astuti, 2018;Susanti et al, 2019).…”

“…In observing the constraints, supporters, and barriers of e-Government from the infrastructure dimension, several efforts need to be taken, including the need to evaluate the existing infrastructure so that the results of the evaluation give rise to considerations of the need for infrastructure improvements (Handoko, 2016;Susanti et al, 2019), improvements This is needed for future development (Rosady, 2018). Thus, the position of ICT infrastructure is very important in building ICT infrastructure that has cross-sectoral effects throughout the country because it will make the implementation flow run smoothly and efficiently (Choi et al, 2016).…”