Research Article
Service Transformation through Digital Public Service Mall in Sumedang Regency
@INPROCEEDINGS{10.4108/eai.29-11-2023.2347795, author={Rofi’ Ramadhona Iyoega and Agnita Nurul Hakin and Puttri Zavira Nurhaliza and Sofyan Hidayat and Zukhrufi Rachmannisa}, title={Service Transformation through Digital Public Service Mall in Sumedang Regency}, proceedings={Proceedings of the 5th International Conference on Administration Science, ICAS 2023, 29 November 2023, Bandung, West Java, Indonesia}, publisher={EAI}, proceedings_a={ICAS}, year={2024}, month={9}, keywords={innovation public service digital transformation digital public service mall}, doi={10.4108/eai.29-11-2023.2347795} }- Rofi’ Ramadhona Iyoega
Agnita Nurul Hakin
Puttri Zavira Nurhaliza
Sofyan Hidayat
Zukhrufi Rachmannisa
Year: 2024
Service Transformation through Digital Public Service Mall in Sumedang Regency
ICAS
EAI
DOI: 10.4108/eai.29-11-2023.2347795
Abstract
The rapid development of information technology forces all parties to adapt quickly, including the government. Covid-19 is one of the driving factors for digital transformation, which requires innovation, especially for the government to provide services to the community. One of the innovations in the public service sector is the presence of Public Service Malls, which are run in cities/districts throughout Indonesia. Sumedang Regency is one of the regions that has implemented Public Service Malls since 2019. Public Service Malls are an innovation that aims to bring services closer to the community through online services. This research uses a descriptive method with a qualitative approach to describe the process of transforming services that were previously provided conventionally to be electronic-based through the Public Service Mall. The Public Service Mall in Sumedang Regency has 361 types of public services in the form of licensing and non-licensing, with a website and mobile application system that is quite effective in supporting services. To increase effectiveness, service providers are expected to be able to regularly monitor and evaluate both service delivery and technical aspects, for example, system errors resulting in delays in the service process.
