Bureaucratic Reform and Public Trust: Evaluating Digital Governance in Indonesia’s Public Sector

摘要

This research addresses persistent challenges in bureaucratic reform in Indonesia, where efforts to enhance public trust have yet to achieve full success, particularly during the ongoing transition toward digital governance. While the digitalization of public services is designed to improve transparency, accountability, and efficiency, its practical implementation frequently encounters structural limitations, entrenched bureaucratic culture, and disparities in digital literacy among both civil servants and the public. The study aims to assess the effectiveness of digital governance initiatives in fostering public trust in Indonesia’s bureaucratic institutions. Employing a qualitative methodology, data were collected through in-depth interviews with 25 carefully selected informants, complemented by direct field observations in Jakarta and Surabaya, as well as analysis of relevant policy documents. Findings reveal that digital reforms have improved service transparency and accessibility; however, public trust remains constrained due to persistent perceptions of inequality and insufficient governmental communication. This study contributes to the theoretical discourse on political legitimacy and trust in governance, while recommending strategies to enhance bureaucratic digital literacy, strengthen collaborative leadership, and encourage participatory public engagement.