Digital transformation in public service delivery in Palu city: A study on the digitalization of public services through the 'SanguPalu' application

Abstract

The background of this research is rooted in the development of a smart city initiative in Palu City; however, this initiative has so far been limited to the creation of the digital application "SanguPalu," which has not yet functioned effectively. The application is designed to facilitate public services. The purpose of this study is to analyze the digital transformation of public services in Palu City (An Analytical Study on the Digitalization of Public Services through the "SanguPalu" Application). This research employs a qualitative method with a case study approach, conducted in Palu City, Indonesia. Informants were selected through purposive sampling, targeting competent stakeholders. Data collection was carried out through observation, literature review, interviews, documentation, and focus group discussions (FGD). The data were then analyzed using SWOT analysis techniques. The findings indicate that, in terms of skill, the ability to understand ICT hardware and software as well as digital operating systems has been effectively implemented. In the ethics dimension, the ability to adapt, think rationally, and prioritize ethical behavior has also been appropriately applied. Regarding culture, the application has contributed to national awareness and identity in the digital realm. However, the safety aspect, particularly concerning personal data protection and digital security, has not been effectively implemented according to the research findings. In conclusion, the digital transformation of public services in Palu City, as examined through the "SanguPalu" application, has been initiated and shows progress. Nevertheless, certain aspects, especially security and data protection, remain underdeveloped. Based on the results of the SWOT analysis, the most appropriate strategy to enhance the performance of the "SanguPalu" application is an aggressive strategy, which seeks to maximize internal strengths and external opportunities to address existing weaknesses and challenges in government digitalization.