The findings highlight an important lesson for digital government: providing computers, Wi-Fi, and electronic systems does not automatically produce fast and reliable public services. Digital transformation also depends on infrastructure quality, employee readiness, organizational adaptation, regulations, and citizens’ ability to use technology.
Digital Government Requires More Than Technology
Indonesia has been promoting digital transformation in government through the Electronic-Based Government System, known as SPBE. Presidential Regulation No. 95 of 2018 established SPBE as an integrated government approach intended to support effective, transparent, accountable, and high-quality public services.
However, the existence of digital applications or electronic systems does not guarantee better services. Their success depends on whether organizations and employees can operate them effectively, whether infrastructure is adequate, whether procedures are consistent, and whether citizens can use the available technology.
The Tempe District Office provides a useful example of this transition at the local-government level. The office has incorporated computers, internet connectivity, and digital communication into administrative services, including population administration, certificates, document legalization, administrative recommendations, and public complaints.
The transition has reduced reliance on purely manual processes, but technical and human factors continue to influence the quality of service.
Researchers Studied the Service Process in the Field
Mastura Karateng, Andi Hardiwijaya, Maspawati Tokang, and Syarifah Ayuni Albaf Addal used a descriptive qualitative approach to examine how digital public services operate at the Tempe District Office.
The field research was conducted over three months, from January to March 2026. The researchers gathered information from the district head, service operator, head of the government section, and community members.
They collected data through observation, in-depth interviews, and documentation. The researchers then compared information from different sources and methods to strengthen the credibility of the findings.
The analysis examined service quality through five dimensions commonly used to evaluate services: reliability, responsiveness, assurance, empathy, and tangible facilities. The researchers also examined four factors affecting digital-service implementation: digital infrastructure, organizational adaptation, human-resource readiness, and regulation.
Because the research was qualitative, the findings are presented as themes and observations rather than statistical measurements.
Internet Connectivity Is the Weakest Point
The most visible problem is reliability.
Digital procedures are already part of administrative work at the Tempe District Office, but unstable internet connectivity can interrupt transactions. The problem may involve not only the local internet connection but also connections to centralized systems outside the direct control of the district office.
For citizens, the consequence is straightforward: an administrative transaction that should be completed through a digital process may stop temporarily, forcing the user to wait.
The researchers emphasize that this weakness is not primarily a problem of employee willingness. Staff can operate computers and assist users, but technical interruptions can still prevent a service from being completed on time.
This means improving reliability requires more than asking employees to work faster. Better network stability and practical backup procedures are also necessary when digital systems become temporarily unavailable.
Staff Responsiveness Helps Bridge the Digital Gap
While reliability remains a challenge, responsiveness is one of the stronger aspects of service delivery.
Employees are described as friendly, alert, and willing to assist citizens, particularly those who are unfamiliar with digital procedures. Staff members do not simply process administrative requests; they also explain the steps and guide citizens through the process.
This human assistance is particularly important because not all citizens have the same level of digital literacy.
A digital service may be efficient from the government’s perspective but difficult for people who are less familiar with technology. In such cases, direct assistance from employees can prevent digitalization from becoming a barrier to accessing government services.
However, responsiveness is not completely optimal. When demand increases, processing speed can decline. The researchers therefore suggest that improvements should address both employee capacity and the technical workflow supporting high-volume services.
Citizens Generally Trust the Service
The assurance dimension was also viewed positively.
Citizens generally feel safe and trust the services provided by the Tempe District Office. Employees follow established procedures and seek to deliver services according to applicable operating standards. Their ability to use computers also contributes to public confidence in digital administrative processes.
The researchers note that assurance in digital government is broader than courtesy between employees and citizens. It also includes confidence in the digital system itself and in the competence of personnel operating it.
Continuous improvement in staff digital skills and stronger digital-service systems are therefore important for maintaining public trust.
Empathy Remains Important in Digital Services
Another positive finding concerns empathy.
Employees provide additional guidance to citizens who experience difficulties, especially those unfamiliar with digital services. They are described as friendly, patient, and non-discriminatory.
For Karateng, Hardiwijaya, Tokang, and Addal of Universitas Puangrimagalatung, this human support has an important role in making digital government more inclusive. Personalized assistance can help citizens with limited digital experience continue to access public services rather than being excluded by a technology-based process.
The researchers’ analysis suggests that digitalization should simplify public services without eliminating the human assistance citizens may still need.
Computers and Wi-Fi Are Available, but Their Benefits Are Limited
The Tempe District Office already has computers, Wi-Fi access, and a service area considered adequate for administrative activities.
The problem is therefore not simply a lack of physical equipment. The effectiveness of those facilities is constrained when internet connectivity is unreliable or citizens cannot independently navigate digital procedures.
The findings suggest that digital-service investment should be understood as a combination of hardware, connectivity, system availability, and human capability. Providing computers alone is insufficient if the network does not work reliably or users require continuous assistance.
Four Factors Shape Digital-Service Implementation
The researchers identify four major factors influencing digital public services at the Tempe District Office.
Digital infrastructure is the most significant constraint because computers and internet access are available, but network stability remains a recurring problem.
Organizational adaptation has generally developed positively. Employees initially needed time to adjust from manual routines to digital workflows, but the transition did not become persistent resistance. Employees gradually became more comfortable with computer-based processes.
Human-resource readiness is supportive but requires continuous development. Staff possess basic computer skills and can assist citizens, but increasingly integrated digital systems may require deeper technical knowledge, troubleshooting ability, and adaptability.
Regulation provides a formal foundation for digital public services. The challenge lies in translating national and local rules into workable procedures under real local conditions. Network limitations and uneven digital literacy can prevent formally appropriate procedures from operating smoothly.
What Local Governments Can Learn
The study by Mastura Karateng, Andi Hardiwijaya, Maspawati Tokang, and Syarifah Ayuni Albaf Addal offers several practical priorities for improving digital public services.
The first is to strengthen network reliability and make better use of existing digital facilities. The second is to provide regular staff training connected to actual service tasks.
The third is to strengthen citizen assistance and digital-literacy support, particularly for people who are unfamiliar with online procedures. The fourth is to ensure that digital-government regulations remain aligned with local conditions while continuing to follow the applicable policy framework.
The central message is that digital public service is not simply a technology project. It is a socio-technical system involving infrastructure, employees, organizational routines, regulations, and citizens.
When one part is weak, the quality of the entire service can decline. Unstable connectivity can interrupt a well-managed administrative process, while limited digital literacy can prevent citizens from fully benefiting from available technology.
Digitalization Must Remain Citizen-Centered
The Tempe case shows that digital public services are functioning and that the organization has successfully begun adapting to new workflows. However, the transition is still incomplete.
The strongest aspects of the service are employee responsiveness, assurance, and empathy. The most significant weakness is reliability caused by unstable connectivity. Physical facilities are available, but their effectiveness is reduced when network quality and user capabilities are limited.
For local governments, the lesson is clear: successful digital transformation requires more than installing computers or launching electronic systems. Reliable networks, capable employees, supportive regulations, and citizens who receive adequate assistance must develop together.
The researchers conclude that improving these interconnected elements can help the Tempe District Office deliver public services that are more consistent, accessible, responsive, and effective.
Author Profiles
Mastura Karateng — Lead author and corresponding author, affiliated with Universitas Puangrimagalatung.
Andi Hardiwijaya — Author, affiliated with Universitas Puangrimagalatung.
Maspawati Tokang — Author, affiliated with Universitas Puangrimagalatung.
Syarifah Ayuni Albaf Addal — Author, affiliated with Universitas Puangrimagalatung.
The source article does not provide the authors’ academic degrees or individual fields of expertise. Those details are therefore omitted to maintain factual accuracy.
Research Source
Article Title: Analysis of the Implementation of Digital-Based Public Services at the Tempe District Office, Wajo Regency
Authors: Mastura Karateng, Andi Hardiwijaya, Maspawati Tokang, Syarifah Ayuni Albaf Addal
Affiliation: Universitas Puangrimagalatung
Journal: International Journal of Sustainable Applied Sciences (IJSAS)
Volume: 4, Number 8
Publication Year: 2026
Pages: 929–938
DOI: https://doi.org/10.59890/ijsas.v4i8.49
Official Journal URL: http://ijsasjournal.my.id/index.php/ijsas
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