Digital Governance and Public Trust: Assessing the Impact of E-Government on Democratic Participation

Abstrak

This study examines the relationship between digital governance and public trust in shaping democratic participation, with a particular focus on the implementation of e-government. The research aims to assess how digital platforms influence citizen engagement and to analyze the mediating role of trust in this process. A qualitative approach was employed using an embedded case study design, chosen for its ability to capture in-depth, contextual insights into complex socio-political interactions. The study was conducted in Surabaya, Indonesia, due to its advanced e-government initiatives and diverse socio-demographic context. Data were collected from twelve informants, including government officials, IT specialists, civil society actors, and active citizens, selected purposively based on their relevance and experience. The findings indicate that while e-government enhances service efficiency and accessibility, its impact on democratic participation is significantly dependent on public trust, which is shaped by transparency, responsiveness, and perceived accountability. The study concludes that digital governance must be accompanied by trust-building mechanisms to foster meaningful participation. It recommends strengthening institutional responsiveness, improving digital inclusivity, and integrating participatory features that ensure citizen input influences policy outcomes.