IMPLEMENTASI E-GOVERNMENT DALAM MENINGKATKAN PELAYANAN PUBLIK DI KOTA SERANG

Abstrak

This study examines the implementation of e-government as an effort to enhance the quality of public services in the City of Serang as part of a broader transformation toward technology-based governance. The increasing demand from citizens for services that are efficient, transparent, and responsive has encouraged the local government to develop various digital service platforms, although their implementation still faces several challenges. This research aims to analyze the extent to which digital policy readiness, technological infrastructure, human resource competence, and public adoption contribute to the success of e-government in Serang. The study employs a descriptive qualitative approach through document analysis and library research. The findings indicate that although e-government initiatives have been introduced, their utilization has not yet reached optimal levels due to infrastructural limitations, varying degrees of digital literacy, insufficient public outreach, and technical issues in several service applications. Despite these challenges, digital public service systems hold significant potential to improve accessibility, speed, and accountability when supported by capacity building for government officials and better integration of digital platforms. These findings highlight the importance of strengthening policies, infrastructure, and public digital literacy to ensure more effective implementation of e-government in the future.