Analisis Public Value dalam Digitalisasi Pelayanan Publik

Abstract

Digital transformation in public services has become a key government strategy to enhance efficiency, transparency, and service quality for the public. However, the success of digitalization is determined not only by technological aspects but also by its capacity to create public value—encompassing fairness, inclusivity, and public trust. This study analyzes public service digitalization through the lens of Public Value Theory, utilizing the "Strategic Triangle" framework, which comprises the dimensions of public value, legitimacy and support, and operational capacity. A qualitative approach employing document analysis was adopted. Data were derived from an analysis of the opinion piece "The State Behind the Scenes: When Public Service Digitalization Tests Fairness," supported by relevant scholarly literature, regulations, and policies regarding government digital transformation. Data analysis was conducted using content analysis, involving stages of data reduction, categorization, interpretation, and conclusion drawing. The findings indicate that public service digitalization has successfully improved bureaucratic efficiency, accessibility, and service speed; however, it has not yet fully optimized public value creation due to persistent issues such as the digital divide, limited algorithmic transparency, and disparities in operational capacity that affect equitable access. The Strategic Triangle analysis reveals that efficiency has advanced more significantly than the dimensions of social justice, substantive legitimacy, and operational capacity. Therefore, strengthening justice-oriented digital governance is essential. This requires developing hybrid services, enhancing digital literacy, integrating data, ensuring system transparency, equitably distributing infrastructure, and reinforcing administrative discretion to ensure that digital transformation yields inclusive and sustainable public value.