Implementation of Services through E-Government: SSW Alfa Website of Surabaya City Investment and One-Stop Service Office

Abstract; Digital transformation in public services is one of the main strategies in improving the efficiency and transparency of government bureaucracy. Surabaya City, through DPMPTSP, has implemented the SSW Alfa system as a form of e-government implementation to simplify the licensing and investment process. This research aims to analyse the effectiveness of SSW Alfa system implementation in improving the quality of public services in Surabaya, as well as identify the challenges and constraints faced in its implementation. The research method used is a qualitative approach with data collection techniques through in-depth interviews, observation, and analysis of related documents. The results show that the system has succeeded in increasing the efficiency of service time, minimising corrupt practices, and increasing the satisfaction of the public and business actors in managing licensing online. However, several obstacles are still faced, such as the lack of digital literacy among the community, technical constraints in the system, and regulations that have not been fully integrated with central government policies. Therefore, it is necessary to improve technological infrastructure, a more massive socialisation program, and policy harmonisation so that the implementation of e-government in Surabaya City can run more optimally. With continuous improvement, SSW Alfa can become a model of digital-based public service innovation that can be applied in other regions in Indonesia.