Implementasi Program Gerbang Layanan Dan Aduan Mandiri (Gandari) Dalam Perspektif E-government (Studi Kasus: Kantor Kelurahan Panjer, Kota Denpasar)

In the Panjer Subdistrict, service innovation has been carried out through the implementation of the GANDARI application (Self-Service and Complaints Gateway) to support the effectiveness of e-government–based public services. This study aims to examine how the GANDARI program is implemented to enhance the quality of public services. A descriptive qualitative method was employed, with data collected through observation, in-depth interviews, and documentation. Informants included the Subdistrict Head, service staff, neighborhood heads, and service-using community members. The results were analyzed using support, capacity, and value theories from Indrajit. In terms of support, the study found that there was not enough promotion or government support for the use of the GANDARI application. In terms of capacity, the main challenges were the low digital literacy of the community and the lack of guidance when using the application. From the value perspective, GANDARI has made it easier for people to access public services, but the benefits have not been evenly experienced by all members of the community. It can be concluded that GANDARI’s implementation holds great potential for realizing efficient digital public services; however, it still requires reinforcement in support mechanisms, resource‐capacity development, and equitable benefit distribution. Recommendations from this study include optimizing GANDARI’s deployment by collaborating with community leaders and the Community Empowerment Council (LPM), conducting comparative studies on similar public-service applications, and carrying out direct satisfaction surveys for ongoing evaluation and improvement. Abstrak Di Kelurahan Panjer, inovasi pelayanan dilakukan melalui penerapan aplikasi GANDARI (Gerbang Layanan dan Aduan Mandiri) untuk mendukung efektivitas layanan publik berbasis e-government. Penelitian ini bertujuan untuk mengetahui bagaimana implementasi program GANDARI dalam meningkatkan kualitas pelayanan publik. Penelitian ini menggunakan metode deskriptif kualitatif dengan teknik pengumpulan data melalui observasi, wawancara mendalam, dan dokumentasi. Informan terdiri dari Lurah, staf pelayanan, kepala lingkungan, dan masyarakat pengguna layanan. Hasil penelitian dianalisis menggunakan teori support, capacity, dan value dari Indrajit. Dari aspek support, masih ditemukan kurangnya sosialisasi dan dukungan menyeluruh dari pihak pemerintah terhadap penggunaan GANDARI. Pada aspek capacity, terbatasnya literasi digital masyarakat dan keterbatasan pendampingan menjadi kendala utama. Sementara itu, dari sisi value, aplikasi GANDARI telah memberikan manfaat dalam kemudahan akses layanan, namun belum merata dirasakan oleh seluruh lapisan masyarakat. Dapat disimpulkan bahwa implementasi GANDARI menunjukkan potensi besar dalam mewujudkan pelayanan publik digital yang efisien, namun masih memerlukan penguatan pada aspek dukungan, kapasitas sumber daya, dan penyebaran manfaat secara merata. Rekomedasi dari penelitian ini meliputi mengoptimalkan implementasi GANDARI dengan menjalin kolaborasi tokoh masyarakat dan LPM, melakukan kajian komparatif pada pelayanan publik serupa, serta mengadakan survei langsung untuk evaluasi kepuasan dan perbaikan berkelanjutan. Kata kunci: E-government; GANDARI; Pelayanan Publik3