Enhancing Public Service Delivery through Digital Transformation: A Study on the Role of E-Government in Modern Public Administration

Digital transformation has become a crucial element in improving the quality of public service delivery, particularly through the implementation of e-government. This study aims to analyze the role of e-government in enhancing the effectiveness and efficiency of modern public administration. Using a qualitative research method through literature analysis and in-depth interviews with government employees across several public service agencies in Indonesia, this study explores the benefits and challenges faced in the implementation of e-government. The findings indicate that e-government significantly contributes to expediting public service processes, increasing transparency, and minimizing potential corruption and abuse of power. Furthermore, e-government enables more effective interagency collaboration through integrated information systems, positively impacting operational efficiency. However, the study also identifies obstacles to the adoption of e-government, such as limited digital infrastructure, resistance from government officials, and the digital divide in society, which can reduce its effectiveness. This study concludes that e-government can serve as a strategic instrument for public administration reform if supported by infrastructure improvements, human resource training, and increased public digital literacy. Consequently, e-government not only enhances the quality of public services but also strengthens accountability and public trust in the government. The study’s recommendations include strategies to improve information technology capacity, formulate policies that support digital transformation, and raise awareness and public participation in utilizing digital government services.