EVALUASI TERHADAP PELAYANAN PUBLIK BERBASIS E-GOVERNMENT (STUDI KASUS APLIKASI TANGGAP KARAWANG TAHUN 2023-2025)

Abstract

The digital transformation of local government administration represents a crucial step toward improving the quality, transparency, and responsiveness of public services. In this context, the present study holds significant importance as it provides an empirical understanding of how e government initiatives contribute to enhancing the effectiveness of public service delivery at the regional level. The research aims to evaluate the quality of digital-based public services and to identify key factors that influence their implementation, both supporting and constraining. This study focuses on evaluating the quality of e-government-based public services through a case study of the Tanggap Karawang Application developed by the Karawang Regency Government. A descriptive qualitative approach was employed, utilizing data collection techniques such as in depth interviews, field observations, and documentation review. The data were analyzed interactively through three main stages: data reduction, data presentation, and conclusion drawing. The findings reveal that the Tanggap Karawang Application has positively contributed to improving the effectiveness and efficiency of public service delivery, particularly in handling citizen complaints and reports. The system enables faster response times, enhances transparency, and fosters better coordination among local government agencies. However, several challenges remain, including limited human resource capacity in system management, insufficient public socialization, and inconsistent response performance among departments. The results emphasize that the success of e-government implementation is not solely determined by technological advancement but also by the readiness of human resources and institutional capacity. Therefore, strengthening staff competence, maintaining information technology infrastructure, and conducting continuous public outreach programs are essential steps to ensure the sustainability of digital governance. Through these efforts, e-government initiatives are expected to create more efficient, adaptive, and accountable public services in accordance with the principles of good governance.