Strategy for Improving the Quality of Public Services through Information Technology Integration, Evaluation of Implementation in Regional Government.

Abstract

This study examines strategies for improving public service quality through information technology (IT) integration by evaluating implementation in a local government context. Using a qualitative approach with an embedded single case study design, the research is appropriate for capturing the institutional and behavioral mechanisms through which digital initiatives translate unevenly into service quality outcomes. The study was conducted in an anonymized mid sized Indonesian local government (“Kota Nusantara”), selected because it has implemented an integrated digital service portal and internal workflow applications across high volume citizen facing services. Data were collected from 22 informants through semi structured interviews, non participant observation, and document analysis; participants were purposively selected to capture leadership, technical, frontline, and citizen perspectives and to ensure thematic saturation. Findings show that IT integration improves reliability and early stage responsiveness for routine services, but quality gains weaken in complex services requiring cross unit coordination due to limited interoperability and persistent parallel manual procedures. The study recommends prioritizing end to end workflow redesign, interoperability standards, inclusive citizen assistance mechanisms, and feedback driven continuous improvement to strengthen public value and service quality.