Public Administration Innovation in Enhancing Bureaucratic Efficiency: An Analysis of the Government Service Transformation Model

Abstract

This study examines public administration innovation in enhancing bureaucratic efficiency through government service transformation. Employing a qualitative approach with a case study design, the research provides an in-depth understanding of processes, actor interactions, and the meanings embedded in complex and contextual bureaucratic innovation practices. The case study strategy enables comprehensive observation of innovation phenomena within their natural organizational settings, particularly how innovation policies are translated into operational actions and how public officials respond to institutional change. The study was conducted at two field locations: the Investment and One-Stop Integrated Services Office (DPMPTSP) of the DKI Jakarta Provincial Government and the Communication and Informatics Office (Diskominfo) of Surabaya City. These institutions were selected because both are actively and systematically implementing digital-based public service transformation. Data were collected from ten informants selected through purposive sampling to represent strategic, technical, operational roles, as well as service user perspectives, ensuring a holistic view of innovation dynamics. The findings indicate that the simultaneous integration of technology, strengthened inter-unit coordination, and enhanced bureaucratic capacity significantly improves efficiency. The study recommends structured innovation strategies, human resource capacity development, adaptive policy frameworks, and continuous evaluation to sustain effective public service transformation.