The INTEGRATION OF DIGITAL GOVERNANCE VALUES ​​FROM INDIA'S E-SEVA KENDRAS INTO INDONESIA'S PUBLIC SERVICE DELIVERY SYSTEM

Abstract

This study examines the potential for integrating India’s e-Seva Kendras into Public Service Malls (MPPs) in Indonesia to improve efficiency and transparency in public services. The digital technology used in the e-Seva system allows for reduced bureaucracy, reduced manual administration, and ease of access for the public. By implementing digital governance principles such as data integration and transparency, the system is expected to improve service quality and facilitate public access to various government and private services. In addition, this study highlights that implementing this system requires readiness from human resources (HR) and the community, including training in digital system management and increasing digital literacy so that technology can be utilized optimally. However, challenges remain in implementing this system, especially related to the readiness of HR and the community in adapting to technological changes. Although digitalization can improve efficiency and transparency, its successful implementation depends on ongoing training for employees and public understanding of information technology. By strengthening infrastructure and increasing digital literacy, the integration of the e-Seva system into Indonesia’s MPP has great potential to improve the quality of public services, reduce bureaucracy, and increase public satisfaction.