Digital Governance and Citizen-Centric Public Services: Evaluating Administrative Reform in Local Government

Abstract

This study examines digital governance and citizen-centric public services by evaluating administrative reform in local government. The research aims to analyze how digital governance supports service accessibility, responsiveness, transparency, institutional coordination, and citizen participation in local administrative reform. A qualitative method was employed using an evaluative case study design because the study focuses on understanding implementation processes, institutional dynamics, and citizen experiences rather than measuring statistical relationships. The research was conducted in Bandung City, West Java, Indonesia, which was selected because of its active development of digital public services, smart city initiatives, and online administrative platforms. Data were collected from twelve purposively selected informants consisting of local government officials, digital service managers, frontline officers, technical staff, and citizens. Informants were selected because they had direct knowledge or experience regarding digital governance implementation and public service use. The findings show that digital governance has improved accessibility, service monitoring, transparency, and procedural efficiency. However, reform remains partial due to fragmented systems, uneven digital literacy, limited inter-agency integration, and insufficient citizen involvement in service design. The study recommends strengthening interoperability, simplifying procedures, expanding digital inclusion, institutionalizing citizen feedback, and aligning digital innovation with public value-oriented administrative reform.