Digital-Based Public Service Innovation in Improving the Quality of Government Administration Services

Abstract

Public service innovation has become a critical strategy for improving the quality and efficiency of administrative services in government institutions. The increasing complexity of public needs requires governments to adopt innovative approaches in delivering public services. Digital-based public service innovation is considered an effective solution to enhance service accessibility, transparency, and administrative efficiency. This study aims to analyze the role of digital-based innovation in improving the quality of public administrative services and to examine factors influencing the success of digital public service innovation. The research uses a qualitative descriptive approach with literature review and policy document analysis. Data were obtained from academic journals, government reports, and previous studies discussing public service innovation and digital governance. The findings show that digital innovation significantly contributes to improving service efficiency, reducing bureaucratic complexity, and enhancing citizen satisfaction with public services. However, the implementation of digital public service innovation still faces several challenges such as limited technological infrastructure, inadequate digital competence among public officials, and unequal access to digital services among citizens. Strengthening institutional capacity, improving digital skills among public servants, and expanding digital infrastructure are important strategies to support sustainable public service innovation.