Implementing Digital Governance Policies to Improve the Quality of Local Government Public Services
Keywords:
digital governance, public policy, public service quality, local government, digital transformationAbstract
Digital transformation in local governments has expanded technology use in public service delivery, yet increasing digitalization has not consistently produced responsive, integrated, and citizen-oriented services. This study aimed to analyze the implementation of digital governance policies in improving local government public service quality and to develop a conceptual framework explaining its transformational mechanisms. A qualitative library research approach using meta-synthesis was employed. Data were obtained from eighty qualitative articles published between 2017 and 2025 and retrieved from Scopus, Google Scholar, and Sinta. The literature was selected through a systematic review protocol and analyzed using thematic analysis. The findings identified six principal mechanisms: digital leadership, organizational transformation capacity, data and process integration, agile-adaptive governance, digital co-production, and public value orientation. Service quality emerged from governance configuration rather than technology adoption alone. The study developed the Integrated Digital Governance-Service Quality model, integrating institutional, organizational, adaptive, and participatory mechanisms into a coherent framework explaining public service transformation while providing an evaluation framework for sustaining public value-oriented digital governance across local government service systems.
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Copyright (c) 2026 Aswanto Aswanto, Daniel Alfa Puryono Puryono, Chitra Imelda, Husyam Husyam (Author)
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