Assessing Digital Innovations in Public Service Delivery of West Java Province versus South Korea and Mexico

https://doi.org/10.23960/administratio.v16i1.476

Authors

  • Septiana Dwiputrianti Politeknik STIA LAN Bandung
  • Deska Yuda Amellia Politeknik STIA LAN Bandung
  • Hye Kyoung Lee Myongji University
  • Vivian Kadelbach Universidad Anahuac Mexico

Keywords:

Digital Governance, Public Service, Comparative Analysis

Abstract

This research evaluates the effectiveness and challenges of the Digital Public Service Mall (MPP Digital) in West Java, Indonesia, compared to established digital service models in South Korea and Mexico. The study explores critical challenges faced in public administration and service delivery in a global shift towards digital governance. Employing a qualitative comparative methodology, insights were gathered from various stakeholders, including government officials, service users, and community representatives. The findings indicate notable improvements in service efficiency and user satisfaction, with processing times decreasing from an average of 30 days to around 10 days. Furthermore, 85% of users preferred digital services over traditional methods, reflecting a shift towards more responsive governance models. However, the research also identifies significant challenges, including disparities in digital literacy and access, which impede equitable service delivery. To mitigate these issues, the study advocates targeted training programs to enhance digital skills among marginalised populations, ensuring broader access to digital innovations. The novelty of this study lies in its thorough comparative analysis that highlights Indonesia's specific socio-cultural factors and offers insights to refine existing conceptual models in digital governance. By addressing these dimensions, the research contributes to the ongoing discourse on digital transformation in public administration and provides actionable recommendations for policymakers and public administrators

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Author Biographies

Deska Yuda Amellia, Politeknik STIA LAN Bandung

Deska is an applied magister student of Politeknik STIA LAN Bandung. She works at the Investment and
One-Stop Integrated Service (PMPTSP) division, West Java Province Government, for more than 10 years. 

Hye Kyoung Lee, Myongji University

Professor Hye Kyoung Lee is a professor of public administration at Myongji University and a chair of the Committee of Korea-Asia Administration Research of the Korean Association for Public Administration. In addition, she is also a chair of the Editorial Board of The Korean Association for Immigration Policy and Administration, Managing Director of the Korean Association for Public Studies and Managing Director of the Korean Association for Local Government Studies.

Her educational background includes a PhD in Public Administration, a Master of Public Administration- at Sungkyul University, Rep. of Korea, and a Bachelor of Arts in English Literature-Dongguk University, Rep. of Korea.

Vivian Kadelbach, Universidad Anahuac Mexico

Professor Vivian Kadelbach is coming from the Universidad Anáhuac México Norte, 2011-01, to present Profesora Investigadora employment. Daimler Financial Services AG, 2006-01 to 2008-01 Chief of Staff Employment.  Universidad Anáhuac México Norte, 2008-01 to 2010-12 Ph.D. education, Arizona State University Thunderbird School of Global Management, 2003 01 to 2004-01 MBA education, Université de Fribourg Département de gestion, 1991-09 to 1996-02 Lic. Rer. Pol. Education.

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Published

2025-06-18

How to Cite

Dwiputrianti, S., Amellia, D. Y., Lee, H. K., & Kadelbach, V. (2025). Assessing Digital Innovations in Public Service Delivery of West Java Province versus South Korea and Mexico. Administratio, 16(1), 17–32. https://doi.org/10.23960/administratio.v16i1.476

Issue

Vol. 16 No. 1 (2025): Administratio: Jurnal Ilmiah Administrasi Publik dan Pembangunan

Section

Articles
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Copyright (c) 2025 Septiana Dwiputrianti, Deska Yuda Amellia, Hye Kyoung Lee, Vivian Kadelbach

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