Digital Transformation of Public Services: A Case Study Of E-Government Implementation in Melong Sub-District, South Cimahi, Indonesia

Abstract

This study analyzes the implementation of web-based public service digitalization through the LAPAKAMI system in Melong Subdistrict, South Cimahi District, Cimahi City. Guided by Indrajit’s e-government framework, the research focuses on three key aspects: support, capacity, and value. Using a qualitative approach with a case study method, data were collected through purposive interviews with key informants, including the Head of the Subdistrict, the Secretary, the System Operator, and community users. The data were analyzed using an interactive approach and supported by SWOT analysis. The findings indicate that LAPAKAMI has positively contributed to improving the effectiveness and accessibility of administrative services, particularly for digitally literate citizens. Nevertheless, challenges persist, such as infrastructure limitations, uneven digital literacy, and technical issues within the system. To address these, strategies involving human resource capacity building, infrastructure enhancement, and continuous digital education are essential to ensure more inclusive public service digitalization.