BEKASI, Formosa News — Digital public services in Bekasi City are entering a new phase through the Patriot Single Window (PSW), a platform designed to bring multiple government services into one digital channel. A 2026 study by Vidya Zahra Salsabilla, Rita Rahmawati, and Neng Virly Apriliyani from Djuanda University, Bogor, found that PSW implementation has a positive and statistically significant relationship with the quality of digital public services. The research shows that PSW accounts for 36.4 percent of the variation in digital public service quality measured in the study.
The findings highlight the growing role of digital platforms in simplifying interactions between citizens and local governments. By bringing different services together, PSW is intended to make public administration easier to access while supporting greater efficiency, clarity, and convenience for residents.
Bringing Government Services Together
Patriot Single Window was developed by the Bekasi City Government as part of its digital government transformation and implementation of the Electronic-Based Government System (SPBE).
The platform integrates services that were previously managed through separate government agencies. According to information cited in the research, PSW provides access to areas including population administration, licensing and investment, public complaints, healthcare, regional taxation, public information, labor and MSME services, as well as digital service monitoring.
The single-window concept is intended to reduce the need for citizens to navigate multiple service channels. Instead, users can access different government services through one integrated digital platform.
The researchers from Djuanda University note that service integration can help reduce fragmentation and support more consistent public service delivery.
Study Involved 100 PSW Users
The researchers used a quantitative survey to examine the relationship between PSW implementation and digital public service quality.
The study involved 100 respondents who had used the Patriot Single Window platform. Data were collected through questionnaires, interviews, observations, and literature reviews. The questionnaire used a five-point rating scale, while the collected data were analyzed statistically to measure the relationship between PSW implementation and service quality.
The article also reports that PSW had attracted more than 5,000 registered users on Google Play Store based on 2025 data from the Bekasi City Office of Communication, Informatics, Statistics and Encryption.
This level of adoption provides an important context for understanding how residents interact with an increasingly digital public service environment.
Users Give PSW a Very Good Rating
Overall, the implementation of Patriot Single Window received an average score of 4.62 out of 5, placing it in the very good category.
Several components received strong assessments:
- Digital service integration: 4.80
- Interagency coordination: 4.72
- Infrastructure readiness: 4.40
- Human resource readiness: 4.47
- System utilization: 4.72
One of the highest individual scores, 4.83, was recorded for the integration of services across government agencies. The ability of residents to use the application to access government services also received a score of 4.76.
These results indicate that respondents generally viewed the platform's integration, coordination, infrastructure, personnel, and utilization positively.
Digital Service Quality Also Performs Well
The overall quality of digital public services received an average score of 4.51 out of 5.
The assessment covered several dimensions:
- Ease of access: 4.51
- Responsiveness: 4.44
- Service certainty and clarity: 4.55
- Public trust: 4.55
- User satisfaction: 4.62
The results suggest that users generally experienced the platform as accessible and understandable while also viewing it positively in terms of reliability and convenience.
For residents, these factors are important because digital government services are expected not only to move administrative processes online but also to provide a practical and dependable user experience.
PSW Shows a Significant Statistical Effect
The statistical analysis provides the central result of the study.
The regression analysis produced a significance value of 0.000, below the 0.05 threshold. This indicates a statistically significant effect of PSW implementation on digital public service quality within the research model.
The regression coefficient was 0.618, while the standardized beta coefficient was 0.603.
The study recorded an R Square of 0.364, meaning that PSW implementation explained approximately 36.4 percent of the variation in digital public service quality measured by the researchers.
The figure also indicates that other factors influence service quality. The researchers identify areas such as digital literacy, information system quality, and user satisfaction as potential factors that deserve further attention.
Technology Needs to Be Supported by People and Systems
For Vidya Zahra Salsabilla, Rita Rahmawati, and Neng Virly Apriliyani from Djuanda University, digital transformation cannot be measured simply by the availability of an application.
Their findings point to the importance of several elements working together: service integration, coordination between agencies, infrastructure, human resources, and system utilization. These elements are associated with important aspects of service quality, including accessibility, responsiveness, certainty, public trust, and user support.
This means that maintaining a digital platform requires more than technical development. Government agencies also need capable personnel, reliable infrastructure, coordinated processes, and citizens who understand how to use the available services.
What the Findings Mean for Digital Government
The research offers several practical considerations for Bekasi and other local governments developing similar digital platforms.
First, service integration needs to remain a priority. Bringing services together can reduce fragmentation and make government interaction simpler for citizens.
Second, digital infrastructure needs continuous maintenance. A reliable platform is essential for ensuring that citizens can access services when they need them.
Third, human resources remain important. Government personnel need the skills to operate digital systems and assist users effectively.
Fourth, public awareness needs to be strengthened. Socialization and digital literacy programs can help more residents understand and utilize digital government services.
The researchers also recommend continued attention to information system quality, digital literacy, and user satisfaction as part of broader efforts to improve digital public services.
The experience of Patriot Single Window demonstrates that digital transformation can create a more integrated way for citizens to interact with government. At the same time, the study shows that technology is only one part of the process.
Effective digital public services depend on the combination of integrated technology, reliable infrastructure, capable personnel, coordinated institutions, and citizens who can confidently use the system.
Author Profile
Vidya Zahra Salsabilla, Rita Rahmawati, and Neng Virly Apriliyani are affiliated with Djuanda University, Bogor, Indonesia. Their research covers digital government, public administration, e-government, digital transformation, digital public services, and service quality. Vidya Zahra Salsabilla is listed as the corresponding author.
Research Source
Article Title: The Effect of Implementing the Patriot Single Window (PSW) Application on the Quality of Digital Public Services in the Bekasi City Government
Authors: Vidya Zahra Salsabilla, Rita Rahmawati, Neng Virly Apriliyani
Affiliation: Djuanda University, Bogor, Indonesia
Journal: International Journal of Applied Research and Sustainable Sciences (IJARSS)
Publication Year: 2026
Volume: 4, No. 7
Pages: 703–716
DOI: https://doi.org/10.59890/ijarss.v4i7.22
Journal Website: https://ijarss.my.id/index.php/ijarss/index
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